Job Description

Job Title : Application Support Analyst (CRM) ROLE PURPOSE : Formulate, design, develop, implement, maintain and support the implementation of journeys for multiple audiences to cultivate relationships and enhance communications with active and inactive prospects and customers to serve the key functions of the following stakeholders: - Analyze business processes and identify opportunities to apply technology and improve efficiencies - Coordinate targeting strategies for customer acquisition and retention - Develop and document policies, procedures and standards relating to database management. PRINCIPAL ACCOUNTABILITIES : - Manage availability, reliability, performance and disaster recovery readiness of segmentation strategy, technology, research, and initiatives to improve the customer experience, ensuring maximum system uptime, minimal business disruption, and optimal system response time, in accordance with the expectations of all stakeholders, international standards and best practices. - Undertake continuous systems and process improvements by benchmarking against standards and adopting models, best practices, and methodologies, and ensuring they are in accordance with guidelines and stakeholder expectations - Manage and provide round-the-clock (24 hours a day x 7 days a week) support services to stakeholders, ensuring that all reported incidents, problems and issues are resolved conclusively in the shortest possible duration, without any impact to business operations. - Ability to think critically, identify solutions and deliver recommendations based on data and analysis - Translate current and future needs of stakeholders into IT solutions that enable the achievement of the stakeholders\' business objectives and strategic results - Manage relationship with stakeholders ensuring that IT services deliver stakeholder satisfaction, and ensuring that the IT services add value to the stakeholders. Continuously keeping abreast with technology development to enable optimisation of the Bank\'s IT infrastructure and application for the improvement ofIT solutions delivery to business users - Build and maintain relationship with external expert and peers in other organizations in order to benchmark and research appropriate technology and processes for enhancing IT services in the Bank. QUALIFICATION/EXPERIENCE : Academic Qualifications: Bachelor degree or higher qualification in Computer Science, Information Technology, Information Systems, Software Engineering or relevant professional qualification Experience : At least 2-yearworkingexperience in software development and application support. Experience in ITIL is an added advantage. Fresh graduates are encouraged to apply. Knowledge : System development lifecycle, system analysis and design, database management and technically strong in all or some of these software :Visio, SQL, Oracle, Visual Basic, ASP, PHP,JAVA, .NET, C/C++, IIS, Unix, Unix ShellScript Programming, any CRM, Apache, Microsoft Sharepoint TECHNICALCOMPETENCIES : Emerging Technology IT System Support and Maintenance IT Systems and Technology IT Project Management Technical Architecture Procedure, Systems and Methods System Development LEADERSHIP COMPETENCIES : Acts for the Greater Good Integrated Thinking Environmental Awareness Holistic Collaboration Engage and Influence Stakeholders Organisational Understanding Leveraging on Strategic Relationships Empowerment with Accountability Build Team Capability Drive Performance Excellence Executive Maturity Self Confidence CRITICALSUCCESS FACTORS : Ability to understand the application business area and perform application support, software testing, software design & development, application integration, and project management in system development Good understanding of high availability design and concept (eg failover, clustering), application security testing, windows desktop environment and server technology (Unix, Linux and Windows environment), authentication and access control principle. CHALLENGES Continuously develop the technical skills with the technology advancements Ability to provide reliable and effective application supporting meeting the service level agreement Ability to work after office or during weekends, and travel to recovery site (whenever required) for project activities and for system support.

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