T24 HelpDesk Administrator at Hope International

Application deadline: July 23, 2021

Location: Kigali, Rwanda, United States

Level: Professional

Type: Full-time

Department: Operations

Reports to: Senior Applications Specialist

RESPONSIBILITIES

• Promote and fulfill the mission and vision of HOPE International.
• System Deployment
• Assist in software releases for Temenos T24 and other associated banking software applications, including participating in development, configuration, and support for new releases, training, and communication to the end users.
• Provide Effective Help Desk Support
• Respond in a timely fashion to the real time support needs of users, resolving problems and minimizing disruption to banking services.
• Utilize ticketing systems and project management systems to track, prioritize, and respond to issues and new developments.
• In collaboration with senior application specialists, provide proactive mitigation of potential problems by identifying system risks and reconfiguring T24 to prevent either system malfunction or a mismatch of system capabilities with program needs.
• Learn and support associated core banking integrations and applications including mobile, web-based, and other applications.
• Research software updates, drivers, knowledge bases, and frequently asked questions resources to aid in problem resolution.
• Test fixes and perform post-resolution follow-ups to ensure problem has been adequately resolved.
• Develop help sheets, frequently asked questions lists, and other documentation for internal use and for end users.
• Other Support
• Identify and learn appropriate software and hardware used and supported by the organization.
• Perform preventative maintenance and participate in business continuity exercises as needed.
• Act as a backup resource on server, email, and network administration, and other issues as required.

QUALIFICATIONS

• Personal confession of Christian faith and commitment to the mission and vision of HOPE International

• At least 3 years of experience supporting T24 in commercial or microfinance banks

• Strong organizational skills, including effective time management and prioritization of competing demands/multiple deadlines

• Strong analytical and problem-solving skills

• Excellent cross-cultural listening and communication skills

• Experience with Excel and other Microsoft Office Suite products

• Fluent in English

• Proficiency in French preferred

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