IT Core Banking Support Analyst

Job Summary

We are seeking a highly skilled Systems Support Analyst with a strong focus on supporting and troubleshooting core banking and digital systems and integrations. This role ensures the smooth operation, availability, and reliability of mission-critical banking applications and infrastructure. The ideal candidate will be responsible for providing system configuration, technical support, and diagnosing system issues, and working closely with internal teams and vendors to maintain optimal system performance and functionality.

Key Responsibilities:

• Core Banking Systems Support: Serve as the primary point of contact for issues related to core banking systems, including system performance, availability, and reliability. Provide operational support for applications such as transaction processing, account management, loan servicing, and payment processing.

• Digital Banking Systems Support: Serve as the primary point of contact for issues related to digital banking systems, including system performance, availability, and reliability. Provide operational support for applications such as bill pay, account origination, and p-to-p payment systems.

• Requirements Analysis: Collaborate with Business Analysts to understand business requirements and translate them accordingly into technical tasks. Evaluate existing systems to identify gaps, inefficiencies, and areas for improvement.

• Systems Validation Testing: Perform system and quality control testing to validate technical solutions against business requirements

• System Troubleshooting and Incident Management: Diagnose and resolve technical issues with core banking systems, ensuring timely resolution of incidents to minimize operational disruption. Collaborate with IT teams, vendors, and other stakeholders to address and escalate complex system problems.

• User Support and Training: Assist end-users, including branch staff and back-office teams, with queries and issues related to core banking systems. Provide guidance to users on system features, updates, and best practices.

• System Monitoring, Configuration and Maintenance: Utilize system monitoring tools to track the performance of core banking applications and identify potential issues proactively. Perform routine maintenance tasks, such configuration changes, system health checks, data integrity checks, and scheduled updates.

• Collaboration and Coordination: Work closely with Business Analysts, Application Owners, and IT teams to test and implement system patches, updates, and enhancements. Liaise with vendors to address support issues and ensure timely resolution of third-party application problems.

• Regulatory and Compliance Support: Collaborate with Compliance Department to ensure that core banking systems comply with regulatory requirements such as KYC/AML, GDPR, and other relevant standards. Support audits and assessments by providing system data, logs, and documentation.

• Leadership: Train and mentor System Support Analysts. Take a leadership role in the department including prioritization of tasks and incidents and system training.

Required Skills and Qualifications:

• Education: Bachelor’s degree in information technology, Computer Science, or a related field preferred. Equivalent work experience will be considered.

• Experience: Minimum of 7 years of experience in a system support role, with at least 5 years of hands-on experience supporting and configuring core banking systems. Proven expertise in troubleshooting and maintaining core banking applications such as Temenos, Finacle, FIS, or similar platforms.

• Technical Skills: Strong understanding of core banking systems architecture and workflows. Proficiency in relational databases and knowledge of database query optimization. Experience with system monitoring and incident management tools (e.g., ServiceNow, Jira). Familiarity with integration protocols (e.g., APIs, middleware, ETL) for core banking systems.

• Soft Skills: Excellent problem-solving and analytical abilities to address complex system issues. Strong communication skills to convey technical information to non-technical stakeholders. Ability to work under pressure and prioritize tasks in a fast-paced environment.

Preferred Qualifications:

• Experience with cloud-based or SaaS-based core banking and digital systems.

• Familiarity with regulatory requirements like GDPR, or PCI DSS.

• Experience in ITIL, Core Banking Systems, or relevant technology.