Application Support Assistant - Client Service Division
Position title: Application Support Assistant - Client Service Division
Grade: GS -7
Position N°: 50000600
Publication date: 10/04/2012
Closing date: 06/05/2012
Provide 2nd Level support services; especially regarding business applications/systems in the Bank;
Liaise with the Business process owners on issues pertaining to business/process side of the application
Provide one-on-one training to users or advice on how to utilize the application systems;
Act as the focal point for feedback on applications usage and work in close collaboration with the systems developers.
Duties and responsibilities
Receives requests for applications support from ADB call centre and respond to the users as may be required.
Where a problem is escalated to the business process owner, eg. CHRM for self service centre issues, the incumbent owns the problem and follows up with the business process to owner until the user has been responded to.
Prioritises requests in accordance with agreed criteria and the needs of the organization.
Within a broad area of competence and responsibility, investigates problems and other requests for support and determine appropriate actions to take.
Ensures all work is carried out and documented in accordance with required standards, methods and procedures and that any applicable configuration management procedures are adhered to.
Notes problems and identify performance trends and communicates the same to the CROs.
Monitors progress of requests for support and ensure users and other interested parties are kept informed.
Liaises with systems development staff or software suppliers on the development of system enhancements to overcome known problems or further fulfil user requirements.
Provides advice and guidance to less experienced colleagues as required.
Accept new releases of applications software from software suppliers, and participate in testing of systems before roll out to the users.
Within own area of competence, provide correct responses to requests for support.
This Position Does Not Afford International Priviledges
(The incumbent of the position will be considered as local staff and will therefore not have international status)
Including desirable skills, knowledge and experience
Qualifications: At least a Bachelor degree or equivalent in the field of IT.
Professional Experience: A minimum of five (5) years’ relevant experience in a major institution.
IT skills: Conversant with Office software (Ms Office), must have either working experience or support experience of an ERP, understanding of business processes, system analysis and programming is an added advantage.
Communication: strong command of English or/and French with a working knowledge of the other language;
Professionalism: good understanding of the functioning, organization and procedures of the Bank; initiative; sound research and problem-solving skills;
Planning and organization: excellent organizational skills; able to set out priorities for his/her work program; carry out tasks in a timely and efficient manner;
Team work: Very good interpersonal skills; able to build working relations in a multicultural environment
Apply for this position
To apply for this position, you need to be national of one of AfDB member countries.
Submitted by: Mohamed M. YOUSSOUF, Division Manager, CHRM.1
Approved by: Gemina Oluremi ARCHER-DAVIES, Director, CHRM
Only applicants who fully meet the Bank’s requirements and are being considered for interview will be contacted. Applicants will only be considered if they submit an online application, and attach a comprehensive Curriculum Vitae (CV). The AfDB President reserves the right to appoint a candidate at a lower level. The African Development Bank is an equal opportunities employer and female candidates are strongly encouraged to apply: www.afdb.org/jobs