Business System Support Analyst

World Vision Kenya is a humanitarian and social development organization founded in 1974, working to improve the lives of children, families, and communities.

The role will support the investigation and resolution of system issues, application monitoring, user support, testing and deployment, data validation, reporting and continuous improvement of business systems. The role will also play a key part in driving the adoption of Artificial Intelligence (AI) to improve operational efficiency, strengthen data analysis and support fraud detection.

1. Provide first-level support to users of Temenos Transact (T24) and related business applications.
2. Log, investigate and resolve application incidents within agreed Service Level Agreements (SLAs).
3. Troubleshoot issues relating to customer accounts, loans, deposits and financial transactions.
4. Monitor application availability and escalate complex issues to senior support teams or vendors.
5. Provide timely guidance and technical support to business users.
6. Support the adoption and effective use of AI across business operations.
7. Identify opportunities where AI can improve efficiency, productivity and decision-making.
8. Apply AI-driven tools and techniques to support fraud detection and risk management.
9. Use AI to enhance data analysis and generate actionable business insights.
10. Promote responsible AI awareness and best practices among users and ICT teams.
11. Participate in User Acceptance Testing (UAT) for system enhancements.
12. Assist in validating system fixes and enhancements before production deployment.
13. Support post-deployment verification and monitoring.
14. Document and report system defects identified during testing.
15. Monitor scheduled system jobs and batch processes.
16. Support End-of-Day (COB) and End-of-Month processing.
17. Identify and escalate system failures promptly.
18. Support recovery activities to minimize disruption to business operations.
19. Conduct basic data validation and reconciliation.
20. Use SQL queries to investigate and verify application data.
21. Support preparation of operational and management reports.
22. Ensure accuracy and integrity of information used for decision-making.
23. Maintain accurate records of incidents, resolutions and system issues.
24. Develop user guides, knowledge-base articles and support documentation.
25. Document recurring problems, root causes and recommended solutions.
26. Contribute to continuous improvement of application support processes.
27. Work closely with business users, ICT teams, software vendors and project teams.
28. Support application implementations, upgrades and system improvement initiatives.
29. Maintain effective working relationships with internal and external stakeholders.

1. A Bachelor’s degree in Information Technology, Computer Science, Business Information Technology, Information Systems, or a related field.
2. Experience in application support, core banking systems, business systems or ICT service support.
3. Knowledge or experience working with Temenos Transact (T24) or similar core banking platforms will be an added advantage.
4. Basic to intermediate SQL and database querying skills.
5. Understanding of system testing, UAT and application deployment processes.
6. Good analytical and problem-solving abilities.
7. Understanding of IT service management and incident management principles.
8. Demonstrated interest or experience in AI, data analytics or automation will be an advantage.
9. Strong communication and interpersonal skills.
10. Ability to work collaboratively with technical and non-technical users.
11. High level of accuracy, integrity and accountability.