Back Office Support Analyst

Our client is looking for a Back Office Support Analyst to join their team. The primary purpose of the role is operational support of the production Back-Office environments, ensuring continuous monitoring and improvement of Back-Office processes and functions including preventative and proactive measures to enable system stability, reconciliation, and settlement.

Responsibilities

Technical Support
Effective resolution of escalated issues via thorough root cause analysis and effective resolution and / or providing concise reporting.
Internal change requests are submitted and followed up on for repeated requests or issues.
Provide support functions for the Back-Office environment.
Ensure production platforms are reviewed periodically, maintenance and housekeeping are performed, including archiving and monitoring solutions.
Identify enhancements to improve supportability, operability, and performance of systems.
Maintain the internal back-office servers and perform day-to-day IT admin tasks.
Track and report on incidents.
Conduct SQL / PostgreSQL scripting and DB maintenance.
Work independently and in a team to troubleshoot all support requests and follow escalation matrix.
Implementations of software and patches relating to the Back Office squad
Customer Service
Provide after-hours support according to a standby schedule.
Provide resolution for support requests to customers, according to the Service Level Agreement
Configure, troubleshoot, isolate, repair, and resolve all customer issues.
Ensure effective communication of planned and unplanned outages to customers within SLA and in accordance with the TJ communications policy.
Ensure alerts or escalations to the squad are responded to, resolved timeously, and communicated to stakeholders within SLA.
Establish and maintain a positive professional relationship with customers.
Prepare and conduct customer training as requested.
Adherence to SLA to ensure consistent and predictable service delivery.
Support tactical and strategic goals of the operations team.
Facilitate with reconciliation and settlement disputes between Merchants, transaction Authorizers and acquirers.
Work collaboratively
Build a culture of respect and understanding across the organization.
Recognize outcomes which resulted from effective collaboration between teams.
Build co-operation and overcome barriers to information sharing, communication, and collaboration
cross the organization.
Self-Management
Set an example through personal quality and productivity standards and ways of working with others.
Demonstrate consistent application of internal procedures. Plan, prioritize, demonstrating abilities to manage competing demands.
Demonstrate abilities to anticipate and manage change.
Demonstrate flexibility in balancing achievement of own objectives with abilities to understand and respond to organizational and team needs.
Customer Focus
Building strong customer relationships and delivering customer-centric solutions
Instils Trust
Gaining the confidence and trust of others through honesty, integrity, and authenticity.
Situational Adaptability
Adapting approach and demeanour in real time to match the shifting demands of different situations.
Manage complexity
Makes sense of complex, high quantity, and sometimes contradictory information to effectively solve problems. E.g. quickly determine the most critical data and focus analysis there; recognizes even subtle symptoms that indicate problems; probes deeply for root causes; use systematic problem-solving methods, well.
Ensures Accountability
Holds self and others accountable to meet commitments. Holds self to high standards and consistently honour policies, procedures, and work requirements. Scrupulously ensures all work is accurate. Demonstrate abilities to anticipate and manage change. Demonstrate flexibility, in balancing achievement of own objectives with abilities to understand and respond to organizational and team needs.
Cultivates Innovation
Creating new and better ways for the squad and organization to be successful.
Collaborates
Building partnerships and working collaboratively with others to meet shared objectives.
Business Insight
Applies knowledge of business and the marketplace to advance the squad and organization's goals. E.g. shows considerable business insight, beyond the fundamentals, asks probing questions and draws on a variety of sources to gain insight and to explore business drivers or industry trends.
Plan and Align
Plan and prioritize work to meet commitments aligned with squad and organizational goals. E.g. adopt a sequence of activities that allows for optimal efficiency and effective coordination with others. Make skilful use of resources and support to deliver efficient, high-quality work.
Balances Stakeholders
Anticipate and balance the needs of multiple stakeholders. E.g. draw upon insights from varied sources to gain a rich understanding of how to meet the needs of multiple internal and external stakeholders. Probe deeply in order to gain a rich, detailed grasp of the priorities of different stakeholders. Take initiative to respond to stakeholder problems.
Drive Results
Consistently achieve results, even under tough circumstances. E.g. devote considerable effort to surpassing goals and achieving the best possible results; go above and beyond to achieve excellence. Drive ahead with great focus when faced with obstacles and setbacks. Maintain productivity and a positive attitude. Adapting approach and demeanour in real time to match the shifting demands of different situations.
Financial Acumen
Interpret and apply key financial indicators to make better business decisions. E.g. swiftly assembles and fluently interpret the financial data and metrics relevant to the role. Draw rich insights from financial and quantitative data.

Key Skills

Minimum 3-5 years experience in similar role in the payments industry.
Experience of financial transaction processing or the Postilion Application suite (Advantageous)
Experience with report writing and PowerBI (Advantageous)
Relevant and extensive experience in transactional payment processes.
Strong technical skills.
Experience of financial transaction processing (Advantageous)
Exceptional analytical abilities, including the interpretation of large data sets and deciphering the findings logically.
You communicate your actions and intentions clearly - verbally as well as in a written form. Strong written and verbal communication skills.
Excellent problem-solving and attention to detail.
Ability to multi-task in a deadline-driven environment and show initiative.
Strong organisational and resourceful capabilities.
High levels of attention to detail and resilience.
Exposure and experience with monitoring tools such as Dynatrace/ Elastic/Grafana and Prometheus, Cockroach DB etc. (advantageous).
Exposure and experience with SQL required and basic coding skills (advantageous).
Experience in ITIL Foundation (advantageous).
Linux experience (advantageous).
Cloud base experience (advantageous).