Senior Analyst

This is a fully remote position, open to applicants in Pakistan.

📋 Description

• Comprehend the functionality of the specific product – applications that require expertise through training programs, which include both on-the-job and classroom training, as well as available knowledge collateral materials.

• You will primarily be responsible for facilitating solutions to the logged tickets.

• This includes analyzing the logged tickets, communicating updates to clients and stakeholders through appropriate channels at every stage of the resolution process, and providing an acceptable solution.

• Grasp the specifics detailed in the logged tickets.

• Confirm the completeness of the provided information and, if necessary, gather additional details from the client.

• Utilize the collected data to analyze the issue.

• When identified as a bug, perform comprehensive documentation, which includes product defect analysis, detailing the root cause and potential resolution for the defect.

• Offer supplementary information that would assist the Development team in effectively fixing and testing the problem.

• Inform clients with adequate information and procedures on how to navigate the scenario or fulfill the requirements.

• Serve as the technical reference during software implementations and upgrades.

• Provide guidance and assistance to client IT teams.

• Contribute to the Knowledgebase through FAQs and How To’s.

• Develop or enhance tools that will aid in reducing analysis time and improving customer experience.

• Conduct onsite analysis of tickets at client locations as needed, typically during key client milestones such as Go Live events, branch openings, and upgrades.

⛳️ Requirements

• Ideally, possess a degree in a computer science-related field.

• Have 5 to 8 years of experience in Product Support, with coding experience in Infobasic, Java, C++, and SQL/Oracle.

• Demonstrate experience in client-facing roles, serving as a technical reference during software implementations and upgrades.

• Have experience working within a 24/7 support team.

• Possess experience with Temenos/T24 products.

• Knowledge of Temenos Transact is preferable.

🏝️ Benefits

• Maternity leave: Transition back with 3 days per week in the first month and 4 days per week in the second month.

• Civil Partnership: 1 week of paid leave if you are getting married, applicable to marriages and civil partnerships, including same-sex/civil partnerships.

• Family care: 4 weeks of paid family care leave.

• Recharge days: 4 days per year to use when you need to physically or mentally recharge.

• Study leaves: 2 weeks of paid leave each year for study or personal development.