Operations and Systems Support Analyst

To provide Operational and System support to the entire user base of Systems and Operations Online Support throughout the entire FirstRand by enabling the resolution of incidents and requests to ensure uninterrupted, efficient services to clients. The primary objective is to facilitate the swift resolution of incident and requests ensuring that services to clients remain uninterrupted and efficient.

• Individual with a sound knowledge of Credit Systems, CRM Systems and Operational Processes within FNB Commercial.
• Interact professionally in person, verbally and electronically with all people at various role levels, CEO’s, Area Managers, COO, CFO, LCS, Credit Managers and Bankers. Supportive staff from other areas. Also with SME’s, Product owners and technical teams.
• Deliver exceptional service that exceeds customers’ expectations through proactive, innovative, and appropriate solutions by resolving queries fast end effective, within the set service level agreement (SLA) in a timely and accurate manner, to ensure end users may assist customers efficiently.
• Provide ongoing feedback to relevant stakeholders (e.g., Production Support / System Owners / Business) where required to provide input and find solutions for end users, thereby limiting potential or negative financial impact. Identify opportunities for process improvement and contribute to departmental initiatives. Improve user experience by pro-actively advising of issues or fixes being implemented on the system using the appropriate communication channels.
• Manage incident logged to completion, by trouble-shooting end user functional issues and resolves or escalates to senior applications administrator/functional/ technical support where necessary.
• Develop training material for all new processes or procedures with respect to Systems or Processes for end user. Document new or update existing processes or procedures for use within the team.
• Manage own development to increase own competencies.
• Review existing processes and suggest innovative ideas to improve and streamline processes to drive efficiencies. Ability to learn, grasp new systems and apply new information with ease and identify new areas of learning.
• Collect and analyze information and feedback to ensure full understanding of customer needs to deliver a quality service.
• Maintain Specialized knowledge on all FirstRand approved products, application procedure, processing, and timelines to drive and achieve relevant objectives.
• Action test plans by unpacking the requirements that includes regression testing, system analysis and reviews and create design steps from test cases, execute system validation plans.
• Comply, understand, and implement all steps and methodology within IT development and meet governance in terms of legislative, audit risk and process requirements for the Operations and System Support Environment
• Promote a friendly cooperative climate, understand group dynamics, and apply appropriate facilitation techniques in working with others to achieve collective goals.
• Work with QA to validate and certify if performance, scalability, availability, resilience, and reliability requirements are met.
• Analyse production utilization and incidents patterns, identify improvement areas, and driving implementation of atomization to improve productivity, avoid manual tasks and recurring incidents.
• Provide support over release weekends, to ensure a smooth business as usual process, after changes have been implemented.
• Communicate to share information on learnings during releases to ensure end users are informed, to provide service efficiently and accurately to Customers.
• Plan and organize multiple work outputs by assigning priorities and continuously reviewing objectives and goals.
• Analyse problems by recreating incidents in the QA environment and retest defects where required before it moves to the Production environment.

• 2-5 years' experience within FNB Commercial.
• Qualification: A minimum of NQF level 6, Banking Related.
• Credit and Sales System Knowledge.
• Understanding of IT processes.
• Understanding of Software and Deployment processes
• Understanding of Product Houses within the Business
• The individual must have the following qualities: a quick/agile learner, outstanding verbal, and written communication skills, self-managed, attention to detail, self-motivated, takes ownership, solution driven, accountable, dependable, technical abilities, able to manage expectations, organized, outstanding work ethic, professional, takes initiative and innovative.
• Great Communication and Negotiation skills.
• Be efficient in excel, PowerPoint and Word.
• Sound knowledge of AI.

• Opportunities to network and collaborate.
• A challenging working environment
• Opportunities to innovate.
• On going training and upskilling opportunities

• Adaptable and curious
• Thrive in collaborative environments.
• Able to work effectively in a complex and forever changing environment.
• Have courage to have tough conversations

31/08/25