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Systems Analyst - Contact Centre improvements

Abu Dhabi Commercial Bank

1 - 2 years Abu Dhabi - United Arab Emirates

Any Nationality


, Posted on June 11, 2018 1 Opening

Job Description

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To provide day to day transactional assistance and service to end users in the development, installation, delivery, maintenance, and issue resolution and provide support in the area of business applications that best meet end-user business processes and needs to ensure issues and inquiries are resolved in a prompt and effective manner in order to maintain smooth operations and minimise downtime
• Software Development Analyse functional and technical specification documents, perform system designing, coding and programing tasks and conduct unit testing to in order to ensure delivery of technology applications in line with business requirements Conduct source code management in line with the bank s Code Management Process in order to ensure source code is securely stored and available for re-deployment and enhancement
• Project Delivery Participate in business requirement analysis phase of new applications, review business requirements and map it to impacted business applications and convert business requirements into vendor understandable functional / technical specification documents in order to ensure software delivery will be in line with business requirements Coordinate for software testing, issue resolution, provide end user training and contribute for production deployment by adhering to bank s technology security / standards in order to ensure robust technology solutions are delivered and deployed Analyse business requests for system product set up / parameter change, identify required systems / applications, schedule, communicate and execute the changes in order to enable business users to launch the product or perform the requested function to carry out the business transactions
• Core/Channel Banking Support Provide application support by analysing issues and providing resolution, conduct periodic IT check/troubleshooting, implementation of patches and extend guidance to end users in order to facilitate banking operation smooth and to minimize downtime Coordinate for testing fixes to ensure that the fix provided is aligned with the problem and to ensure a solution has been provided prior to handling the solution to the business users Deliver software release by preparing the package and coordinate with relevant teams within IT for the successful release in order to ensure the software is released in relevant systems / environments
• Software Testing Analyse functional and technical specification documents to understand business requirements, plan and prepare test scripts and execute software testing in order to ensure all required scenarios are tested, test results are in conformity with business requirements without any defects and fit for production deployment in line with business / technical requirements
• Policies, Processes, Systems and Procedures Implement approved departmental policies, processes and procedures, and ensure employee adherence so that work is carried out to the required standard while delivering the required standards of service to customers and stakeholders
• People Management Manage self and team in line with ADCB s people management policies, procedures, processes and practices to ensure adherence and to maximise own and employee contribution to business performance Organise and supervise the activities and work of the team to ensure that targets and objectives are achieved and the business plan is delivered in line with the required policies, processes, procedures and systems
• Customer Service Demonstrate Our Promise and apply the ADCB Service Standards to deliver the bank s required levels of service in all internal and external customer interactions
• Continuous Improvement Manage and motivate the team to ensure they contribute to, and participate in, the identification and implementation of change initiatives, programmes and projects in line with the bank s standards


Industry Type : Banking / Financial Services / Broking
Functional Area : IT Software

Desired Candidate Profile


• Sound knowledge of Avaya contact center applications like Avaya Experience Portal, Avaya Interaction Center , Avaya Call Management system.
• Knowledge on AI based conversational technologies like Chatbot, Call steering and Virtual IVR assistants
• Experience in handling IP based Telephony platforms
• Knowledge on CTI integration with applications like oracle CRM
• Knowledge on telephony integrations like call routing and skill routing
• Knowledge on web services integration
• Knowledge on contact center call recording technologies
• Sound knowledge on IVR call flow and UX flow documents
• Knowledge on Voice Biometrics technologies

Keywords

Application Support Troubleshooting Coding Customer Service Unit Testing Ivr Test Scripts Cti Ux Project Delivery

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Abu Dhabi Commercial Bank

Founded in the year 1985, Abu Dhabi Commercial Bank is a full-service commercial bank that offers a comprehensive range of products and services including private banking, corporate banking, commercial banking, retail banking, cash management, investment banking, wealth management, corporate finance , foreign exchange, Islamic products, interest rate and currency derivatives, property management services and project finance. Today, ADCB has more than 50 branches and cash offices in the United Arab Emirates and 300 ATM's spread throughout the UAE. The bank has two branches in India as well.



The Emiratization strategy chalked by ADCB has been rewarded with Best Emiratization Awards four times. The bank’s success is backed by the Emarati Academy, which is working to provide necessary knowledge and training to ensure that the high school and university graduates graduating from their institution are fully prepared for branch or departmental roles.



ADCB’s aim is to become the most valuable bank in the UAE. Towards this end, the bank has grown and its presence and has gone from strength to strength with more than 5000 employees. The bank is committed to bringing out the very best from each and every employee. It believes in assessing not just the employee’s performance on the basis of the results achieved but also on the basis of how these results are achieved.
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