Applications Analyst

JOB PURPOSE

To provide first-level root cause analysis, incident resolution, and technical support for business applications used by Lesotho PostBank staff and customers. The role supports availability, reliability, testing, documentation, and continuous improvement of applications to ensure effective delivery of banking services.

DUTIES AND RESPONSIBILITIES

· Conducts initial root cause analysis and problem management for application-related incidents.

· Escalates incidents to the Senior Applications Analyst, IT Service Desk, or vendors where required to ensure timely resolution.

· Analyses software-related issues and recommends practical solutions, enhancements, or automation opportunities.

· Develops and documents application use cases, business requirements, business rules, functional specifications, technical specifications, and test cases.

· Facilitates interviews, Joint Application Design sessions, prototyping sessions, and other engagements with business and technical stakeholders.

· Assesses application architecture and technology infrastructure requirements to support effective business application solutions.

· Provides technical support to application testing teams and ensures thorough testing of system changes, enhancements, and new products before implementation.

· Participates in the installation, configuration, and implementation of business application software in line with business and vendor requirements.

· Monitors the availability and performances of business applications, including setting up automated event detection and notification mechanisms.

· Ensures efficient resolution of queries through effective liaison with the IT Service Desk and appropriate use of IT service management tools.

· Liaises with software vendors for incident resolution, system support, and root cause investigations.

· Works with Business Analysts and other stakeholders to identify opportunities for improving business processes through application enhancements and innovation.

· Conducts technological feasibility analyses for proposed automation solutions and system improvements.

· Documents and communicates analysis, findings, recommendations, performance indicators, and capacity reports to support informed decision-making.

Requirements

EDUCATIONAL REQUIREMENTS AND EXPERIENCE

· Bachelor’s Degree or postgraduate qualification in Computer Systems, Computer Science, Systems Analysis, IT Business Analysis, or a related field.

· Minimum of three (3) years’ technical support experience in a corporate or banking environment, with strong exposure to financial business applications and/or core banking systems such as Oracle FLEXCUBE.

· Relevant professional certifications such as ITIL Foundation, DevOps, or related application support certifications will be an added advantage.

GENERAL KNOWLEDGE, SKILLS AND ABILITIES

· Strong analytical, diagnostic, and problem-solving skills.

· Good understanding of application support, incident management, problem management, and root cause analysis.

· Knowledge of APIs, integrations, automation technologies, and application architecture concepts.

· Basic to intermediate SQL skills and ability to analyse application data for support and reporting purposes.

· Knowledge of testing, quality assurance, change management, and release management practices.

· Ability to document requirements, specifications, test cases, findings, and recommendations clearly and accurately.

· Strong communication and stakeholder engagement skills, with the ability to work effectively with business users, IT teams, and vendors.

· Ability to work under pressure, prioritise tasks, and meet service level expectations.