Company: Union Bank of the Philippines
Position: KRIS Integrated System Support Officer
Office Location: UB Plaza - 19F Pasig (Headquarters)
Job Summary: The KRIS Integrated System Support Officer application Support for handling o Application Support Services o Parameter maintenance o Functional Help Desk o User Acceptance Testing and Training.
Duties And Responsibilities
- Application Support
- Provide the following Application Support services for Union Bank's software applications
- Identification of alerts and events affecting the applications
- Incident documentation and reporting
- Initial diagnostic / troubleshooting for severity 3 and 2 issues o Severity 3 and 2 issues are defined as abrupt application problems and malfunctions but not bugs respectively
- Incident escalation of severity 1 issues or any incident that requires software coding to Union Bank's application development team
- Assess impact of application rollouts and be on standby for such occasions
- Assist in building the knowledgebase / runbook
- Maintain a system to generate information
- System Ownership
- Parameter Maintenance
- Implements the controls instituted to ensure the integrity of Core and non-Core system parameters
- Performs maintenance of Core and non-Core system parameters related to both for UAT and Production Environments:
- Access Control
- Grants the access rights to data/information according to the security categories defined by the Business/Product Owner
- Ensures that changes are monitored and controlled. Co-signs the endorsement and implementation approval together with the Business/Product Owner
- Approves application system roles and the corresponding access rights in the User Access Matrix (UAM) and updates same annually, together with Business Owners
- Allows access to all application systems including the appropriate access rights (or privileges) with such authorization recorded in an Access Control List (ACL)
- Functional Help Desk
- nticipates potential problem sit
- Receives all incoming calls at the helpdesk and updates the status of tickets
- Provides immediate solutions to the application related-problems already encountered before and have been logged previously
- Identifies and escalates to the appropriate resource, problems requiring urgent attention
- Tests resolutions of problems to see first-hand if resolution yields acceptable results. If accepted, endorses the solution suggested and communicates to the users concerned
- Tracks problems logged and ensures that appropriate problem resolution has occurred and that system issues are addressed and communicated accordingly
- Responds to queries of users concerning their access to the system and advises them on the appropriate course of action
- User Acceptance Testing
- Conduct Users Acceptance Testing (UAT) to verify and certify the integrity and reliability of new programs/enhancements prior to its integration to the system
- Understand the nature and scope of the enhancement requested
- Prepare test conditions and test scripts ensuring that all aspects are covered
- Execute the tests and log results
- Revert programs to Application Development the findings if necessary
- Perform defect retest and regression testing
- Assist the users in their acceptance testing and ensure that the issues are resolved to the satisfaction of the end users
- Assist the Team Leader in identifying weaknesses/errors/inefficiencies in the system and recommends enhancement/revisions/corrections that will address such weaknesses/errors
- Training
- Assist the Team Lead in updating the existing or formulating new training programs that would enhance the proficiency and understanding of Head Office and Branch KRIS users
- Update the Job Cards for every enhancement or revision to the system.
Required Skills: Accountability, Adaptability, Analytical, Good Communication Skills, Critical thinking, Teamwork, Willingness to learn
