About the Company

RS2 offers secure payment services, payments software and managed services to over 130 clients in more than 35 countries. It is a group of companies with offices in Malta, Germany, Philippines, Jordan and USA. Constant growth and expansion of the company offers exciting opportunities for growth and career progression to its most successful employees.

The company upholds the highest industry standards and RS2's in house designed payments solution is a software of choice by many of the world's leading and most innovative banks and financial institutions.

About the Role

The Business Support Analyst will oversee all production issues. This role focuses on fixing production issues and establishing system protocols, while deciding if any ticket raised is an issue or a new feature of the RS2 software. The Business Support Analyst configures, tests, delivers and implements according to the latest requirements and enhancements/fixes on software systems developed by RS2 for all BAU clients. The Business Support Analyst also examines existing and new systems for improvement; reports common issues, evaluates company performance, and recommends new system procedures. To excel in this position, you should be an experienced professional with in-depth knowledge of business processes and business system analysis techniques.

Duties & Responsibilities

Carries out analysis and interpretation of client requirements in the light of the existing software systems developed by RS2
Solves live production issues, including handling a backlog of issues, questions and SRs and manages the ticket backlog
Performs gap analysis of new requirements against existing functionality
Creates detailed use cases when required
Takes responsibility of the overall progress of assigned tasks upon which he/she is working with strict adherence to SLA and quality standards
Acts as a central point of contact (via e-mail, JSD, teleconferencing and on-site workshops) for clients in order to understand and analyse whether RS2 software is working according to the clients requirements.
Participate in the review of the detailed test cases with QA team to ensure it meets client requirements
Ensure that Bankworks is performing according to the agreed specifications / requirements
Provides Knowledge Transfer sessions
Is able to work under pressure to agreed SLAs whilst maintaining acceptable quality standards
Liaises with Delivery, Compliance and Technical teams to ensure compliance with the business requirements and agreed specifications
Collaborates with internal release teams to release change into production and to provide client support during and after implementation
Participates in onsite support or training as per clients request
Works closely with clients and colleagues to facilitate migration of data to/from the software systems developed by RS2
Provides support for clients and RS2 support team's in line with agreed SLAs
Participates in the 24x7 shift to provide client support when necessary
Liaises with Quality Assurance Team to perform audits and recommend corrective action were necessary and to monitor corrective actions
Maintains status reports for all tasks on a regular basis
Establishes a good working relationship with clients and other peers
Provides training to the junior members of the team
Ensures agreed processes are followed and adhered to
Provides management feedback on process reengineering to either reduce incidents or drive efficiencies
Keep Jira and confluence updated at all times
Performs any other duties that may be assigned from time to time

Requirements

Advanced diploma in ICT / Bachelor of Science in Business Analytics or Software Development / Bachelor's Degree in Computer Science / Degree in Business with IT
Extensive experience in business requirements gathering, business requirements definition, and system configuration and design or working in a support team solving software related issues
Minimum 2 years of work experience in a similar role
Exhibit strong documentation skills
Must be proficient in SQL Language
Must be able to facilitate remote and face to face client meetings
Must have strong written and oral communication skills
Preferably should have a good knowledge of the payments industry
Knowledge of user stories or use cases is not mandatory but it will be considered an advantage