- Company Name
- NAB
- Job Title
- Kapiti/Equation Support Analyst (FTC for 12 months)
- Job Description
-
**Job Title:** Kapiti/Equation Support Analyst (FTC for 12 months)
**Role Summary:**
Provide technical support for critical financial production applications (Kapiti, GMM, OFAC, etc.), ensuring application availability, reliability, integrity, and stability. Own production incidents, collaborate with business, technology, and vendors, manage change and disaster recovery processes, and drive continuous improvement in support operations.
**Expactations:**
- Resolve production issues promptly following established methodology.
- Participate in after‑hours on‑call roster and remediate repeatable problems.
- Maintain up‑to‑date technical documentation, change management, and DR/BCP procedures.
- Support capacity planning, new releases, and project handovers.
- Conduct service reviews, report metrics, and promote knowledge sharing.
- Demonstrate customer‑focused communication and professional compliance.
**Key Responsibilities:**
- Provide day‑to‑day technical support for assigned applications.
- Own incident handling, resolution, and post‑mortem reporting in ServiceNOW.
- Liaise with business users, technology groups, vendors, and Service Desk.
- Develop and maintain production operations manuals, DR/BCP plans, and change procedures.
- Participate in change management (software packaging, testing, IVP, sign‑off).
- Perform after‑hours on‑call support and eliminate recurring issues.
- Assist in capacity planning and optimization.
- Support local and global teams on new releases and deployments.
- Validate and update DR/BCP facilities and procedures.
- Identify and propose process improvements, automation, and cost‑saving initiatives.
- Manage vendor relationships, issue escalation, and release verification.
- Generate service reporting and monitor key metrics.
- Conduct regular service delivery reviews with customers.
- Ensure compliance with legislation, banking standards, and internal policies.
**Required Skills:**
- 5+ years of technical support experience in a production environment.
- In‑depth knowledge of Kapiti and AS/400 systems.
- Strong analytical, troubleshooting, and problem‑solving abilities.
- Experience with change management and disaster recovery processes.
- Familiarity with ServiceNow or similar incident/ticketing systems.
- Excellent oral and written communication skills; ability to explain technical issues to non‑technical stakeholders.
- Customer‑focused mindset and strong interpersonal skills.
- Ability to work independently, prioritize tasks, and manage time effectively.
**Required Education & Certifications:**
- Minimum of a bachelor’s degree (or equivalent) in Computer Science, Information Technology, or related field.
- Relevant certifications in application support, database administration, or financial systems (e.g., SAP BASIS, IBM i, or equivalent) preferred but not mandatory.