Application Support Analyst at FINCA February 2026

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Department: Information Services and Operations
Reports To: Application Support Manager
Location: Head Office – Dar es Salaam
Application Deadline: 3 March 2026

Position Summary

The Application Support Analyst is responsible for providing technical and functional support for all incidents, service requests, and system changes related to applications managed by the Information Services (IS) Department.

The role involves incident analysis, requirement gathering, solution design and implementation, system configuration, documentation management, and second-level application support. The position also acts as Level 1 custodian for applications and manages knowledge base documentation.

Key Responsibilities

Application Performance & System Management

Ensure Core Banking System and related applications operate optimally under supervision of the Applications Manager.
Perform system end-of-day, month-end, and year-end processes.
Parameterize Core Banking System and other applications based on analyzed requirements.
Monitor application performance and conduct periodic system reviews.
Act as the central point of coordination for all IT-managed applications.

Incident & Service Request Management

Analyze and resolve logged incidents and user requests.
Escalate complex issues to relevant technical teams when required.
Ensure all logged service desk tickets follow proper procedures and contain clear problem definitions.
Record detailed resolutions in knowledge base systems.
Provide second-level application support to end users.

Requirements & Documentation

Guide users in documenting requirements using standard templates.
Maintain Functional Specification Documents and validation documentation.
Manage user guides, manuals, and end-user procedures.
Analyze and document solutions in line with defined standards.

Collaboration & Change Management

Work closely with Applications Manager and Project Manager on change requests and solution analysis.
Collaborate with infrastructure and application teams for timely issue resolution.
Participate in IS security reviews under supervision of the Information Protection Officer.

Technical Support & Development

Customize and review basic source codes for in-house applications.
Review and amend internally developed application code at a basic level.
Support enforcement of IS standards, policies, and procedures.

Customer Support

Assist Service Desk Analysts in delivering high-quality customer support.
Ensure timely communication with users regarding progress and resolutions.
Perform service desk duties such as logging incidents and collecting user feedback when required.

Compliance & Confidentiality

Maintain strict confidentiality of sensitive information.
Adhere to organizational Code of Conduct, Mission, and Values.

Knowledge, Skills and Abilities

Ability and willingness to learn Core Banking applications and infrastructure components.
Understanding of hosting platforms such as WebLogic, Apache, IIS, and Tomcat.
Basic knowledge of programming languages including PHP, C#, Java, or similar.
Knowledge of database management systems such as Oracle and MS SQL.
Understanding of ITIL principles and service desk management processes.
Strong analytical, documentation, and problem-solving skills.
Proficiency in Microsoft Office applications.
Familiarity with reporting platforms.
Knowledge of Orbit-Rubicon Core Banking Application is an added advantage.