Application Support Analyst

Department: Information Services and Operations

Reports to: Application Support Manager

Location: Head Office-Dar es Salaam

Summary

The Application Support Analyst provides comprehensive support for all incidents, changes, and requests related to applications managed by the Information Services (IS) department. Key responsibilities include in-depth problem analysis for reported incidents, meticulous requirement analysis for submitted requests, solution analysis, efficient solution implementation, thorough solution documentation, application parameterization, software configuration, report analysis and design (though not necessarily development), acting as a Level 1 custodian for applications, and maintaining knowledge base management.

ESSENTIAL DUTIES

• Ensure the Core Banking System and all other applications are operating and performing optimally, under the guidance of the Applications Manager.
• Guide users through the process of documenting requirements and ensure requirements are documented according to standard scenarios.
• Serve as the custodian of Functional Specification Documents and solution validation documents.
• Manage all user guides, end-user procedures, and user application manuals.
• In collaboration with the Applications Manager and Project Manager, act as the primary analyst for user requests and requirements, contributing to solution definitions and documentation.
• Address and resolve application incidents and requests by performing thorough analysis. Engage other resources or appropriate service resources to resolve incidents that exceed the scope of their immediate ability or responsibility.
• Ensure that all issues reported by users on service desk systems adhere to proper procedures and problem definitions.
• Perform end-of-day, end-of-month, and end-of-year system processes.
• Assist Service Desk Analysts in creating a positive customer support experience by building strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a consistently professional attitude.
• Perform Service Desk Analyst duties, such as incident logging, user feedback, and reporting, when required.
• Customize basic source codes for various in-house applications.
• Adhere to and support IS systems, enforcing standards, policies, and procedures for end users.
• Maintain and protect the confidentiality of all aspects of patient care and employee information.
• Adhere to the Code of Conduct and Mission and Value statements.
• Parameterize the Core Banking System and other applications according to analyzed requirements.
• Act as the central point of contact for all applications managed by the IT department.
• Work closely with members of the application and infrastructure teams to ensure the timely resolution of reported incidents and issues.
• Ensure all reported and logged issues are well analyzed, defined, and resolved, with resolutions clearly recorded.
• Provide second-level application technical support to end users.
• Monitor application performance and provide periodic reviews for such applications.
• Participate in the review of IS security processes and procedures under the supervision of the Information Protection Officer and Application Support Manager.
• Work closely with the Project Manager on change request analysis and change process management.
• Analyze and document problems and their resolutions within defined standards and Knowledge Base systems.
• At a low level, review and amend in-house developed application source codes.
• Perform other duties as may be assigned.

KNOWLEDGE, SKILLS & ABILITIES

• Demonstrates the ability and desire to learn the Core Banking Application, infrastructure components, and other technologies.
• Understands application hosting platforms, such as WebLogic, Apache, IIS, Tomcat, etc.
• Possesses fundamental knowledge in programming languages, such as PHP, C#, and Java (or others).
• Understands customer support processes and techniques.
• Understands basic principles of any Core Banking System.
• Strong documentation skills.
• Strong analytical skills.
• Ability to analyze, structure, and solve IT-related problems.
• Competency in MS Office application products.
• Knowledge of Database management systems (Oracle, MS SQL, etc.).
• Knowledge of service desk management.
• Knowledge of report development platforms.
• Knowledgeable in ITIL.
• Knowledge in Orbit-Rubicon Core Banking Application will be an added advantage.

Preferred Qualifications

• Competency in call center tracking tools.
• Prior experience supporting customers in the use of application software.
• Proficiency in using support software tools.
• Customer service orientation and/or prior customer service training.
• Strong understanding of HCA security-related procedures.

EDUCATION

Bachelor’s degree in Computer Science or a related field.

Please send your application letter and CV to TZ_Recruitment@finca.co.tz. The deadline for sending applications is March 3, 2026.