Application Support Specialist (Digital & Payment)

About the Role

Riyad Bank is seeking an Application Support Specialist (Digital & Payment) to join their team in Riyadh, Saudi Arabia. This full-time role focuses on providing second-level support to end-users by analyzing reported issues and implementing established processes for resolving software malfunctions. The specialist will also contribute to root cause analysis for identified issues to propose solutions that eliminate or reduce future occurrences.

Key Responsibilities

• Provide accurate and effective second-level support to end-users for system and application malfunctions, ensuring continuous and effective bank operations.
• Monitor and ensure timely responses to end-user requests for application assistance, supporting business continuity and internal client satisfaction.
• Oversee implemented solutions for end-user requests and offer support and guidance to enhance the efficiency and effectiveness of corrective actions.
• Participate in resolving complex application malfunctions, escalating issues that cannot be resolved at this support level to specialized professionals.
• Follow up on problem-solving results for issues forwarded to other departments to facilitate timely responses to internal client requests.
• Monitor local and international trends and best practices in banking operating systems, proposing improvements to increase operational efficiency and speed.
• Develop or modify applications as required, ensuring alignment with business requests and architectural design to support operational efficiency.
• Monitor the efficiency of applications in the assigned business area, performing maintenance and necessary configurations to support effective business objective execution.
• Collect and analyze reports and data on problems and issues identified by end-users to detect trends and recurring malfunctions.
• Participate in the testing of developed applications to confirm their efficiency and accuracy before release to production.
• Provide training and technical support to application end-users to ensure continuous and effective system and application operation and adherence to predefined SLAs.

Operational Compliance and Improvement

• Adhere to all relevant departmental policies, processes, standard operating procedures, and instructions to ensure controlled and consistent work execution.
• Follow day-to-day operations related to the role to ensure work continuity.
• Contribute to identifying opportunities for continuous improvement in systems, processes, and practices, considering international best practices, business process enhancement, cost reduction, and productivity improvement.
• Comply with all relevant safety, quality, and environmental management policies, procedures, and controls to maintain a healthy and safe work environment.

Qualifications and Experience

• 2-5 years of relevant experience in application support.

Work Type

This is a full-time position based in Riyadh, Saudi Arabia.

Additional Duties

Perform other related duties or assignments as directed by management.