Job Vacancy: Application Support Analyst

Department: Information Services and Operations
Location: Head Office – Dar es Salaam
Application Period: 18/02/2026 – 03/03/2026

Job Summary

The Application Support Analyst provides technical support for all incidents, changes, and requests related to applications managed by the Information Services (IS) department. The role involves problem analysis, solution implementation, application parameterization, report analysis, documentation, and knowledge base management.

Key Responsibilities

Application Support & Maintenance

Ensure Core Banking System and all applications run optimally under the supervision of the Applications Manager.
Guide users in documenting requirements and maintain functional specification and solution validation documents.
Manage user guides, procedures, and application manuals.
Analyze and resolve application incidents and requests; escalate complex issues when necessary.
Ensure all user-reported issues logged on service desk systems follow proper procedures.
Perform systems’ end-of-day, month, and year processes.
Act as central point of contact for all applications managed by the IT department.
Provide second-level application support to end users.
Monitor application performance and provide periodic reviews.
Collaborate with infrastructure and application teams to resolve reported incidents/issues.
Work with Project Manager on change request analysis and change process management.
Document problems, solutions, and updates in the knowledge base.
Customize source code for in-house applications as needed.
Adhere to IS systems, standards, policies, and procedures, ensuring confidentiality and compliance with organizational Code of Conduct and Mission & Values.

Customer Support & Service Desk

Assist Service Desk Analysts to create a positive customer support experience.
Log incidents, provide user feedback, and report on service desk activities.
Ensure timely resolution or escalation of issues while maintaining professional communication with users.

Security & Compliance

Participate in IS security process/procedure reviews under supervision of the Information Protection Officer and Application Support Manager.
Ensure adherence to security standards and protocols.

Knowledge, Skills & Abilities

Strong desire and ability to learn Core Banking applications, infrastructure components, and related technologies.
Understanding of applications hosting platforms such as WebLogic, Apache, IIS, Tomcat, etc.
Fundamental knowledge of programming languages such as PHP, C#, Java, or others.
Familiarity with customer support processes and techniques.
Understanding of Core Banking System principles.
Strong documentation, analytical, and problem-solving skills.
Competency in MS Office applications.
Knowledge of database management systems (Oracle, MS SQL, etc.) and service desk management.
Knowledge of report development platforms and ITIL framework.
Knowledge of Orbit-Rubicon Core Banking Application is an advantage.

Preferred Skills:

Experience with call center tracking tools.
Prior experience supporting application software users.
Proficiency in support software tools.
Customer service orientation and/or prior training in customer service.
Strong understanding of HCA security-related procedures.

Education

Bachelor’s Degree in Computer Science, Information Technology, or a related field.

How to Apply

Interested candidates should send their application letter and CV to:

Email: TZ_Recruitment@finca.co.tz

Deadline: 03/03/2026

To apply for this job email your details to TZ_Recruitment@finca.co.tz

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