IT Support Officer at Letshego Rwanda Limited

By | December 17, 2019


Finance and investment

Letshego Rwanda Limited (Letshego Rwanda) was established in Rwanda in 2004 and is a subsidiary of Letshego Holdings Limited (LHL), a pan Africa financial services group that is headquartered in Gaborone. LHL is the largest indigenous BSE-quoted company with a current market capitalization in excess of BWP 5 billion (US$ 500 million) that places it in the top 40 sub-Saharan Africa companies (excluding-South Africa). Since inception, Letshego Rwanda has been operating as a regulated credit only microfinance company. In 2013, Letshego Rwanda obtained a deposit-taking microfinance license from the National Bank of Rwanda.



Letshego Holdings Limited was incorporated in 1998; it’s headquartered in Gaborone and has been publicly listed on the Botswana Stock Exchange (BSE) since 2002. It is an inclusive finance-focused group with consumer, micro-lending and deposit-taking subsidiaries across sub-Saharan Africa.

An opening has arisen within Letshego Rwanda Limited LRL for the below-mentioned position. This role is tenable at LRL. The Candidate will serve as a key member of the Country management team (CMC). The requirements of the role are outlined below:

POSITION: IT Support Officer

a)    Reports to: IT MANAGER (IN-COUNTRY)

c)    Must-Have a Bachelor’s Degree in computer science, computer engineering, math or engineering or related technical degree from an appropriately accredited institution and a minimum of (3) years’ experience in equivalent position;
Purpose of the Job:

The Applications Support Analyst is responsible for the administration and support of all country users on the core banking system, channels, and other Group business applications by working with the business to analyze business requirements provide technical expertise and ensure availability, security, and stability of the business applications.

Responsibilities also include patch application, monitoring activities, application of authorized change requests, report development, parameter setups, etc. The Analyst is also responsible for country project tasks that may be assigned in accordance with agreed timelines.

This role supports the country business on day-to-day-operational applications support and Country Projects relating to the Group Core banking system and channels (Card management system, Agency banking, mobile and internet banking, call center, clearing and settlement systems, payment systems, related integrations and other business applications such as VIP, SharePoint, Oracle EBS.

Key Accountabilities:

System Administration and Report Development

  1. Keep up to date with the  Core  Banking  System architectural components, transaction processing workflow at the components/database objects level, frontend functionality and backend objects.
  2. Perform Core Banking System parametrization requests raised by the parametrization committee as well as a periodic parametrization change like product set up, supplier set up, employer set up etc. Create, assign access rights, revoke access rights and
  3. Investigate found user/system problems by performing a root cause analysis, verifying by test case scenarios and collecting required data/log information to be 0sent to the Vendor for resolution.
  4. Register issues in the Vendor’s helpdesk system by providing detailed information (error screenshots, table rows, and logs from required sources) about an issue. Further, track of open issues by timely acting on a Vendor’s requests.
  5. Organize a thorough verifications/tests of a sent by Vendor solutions in UAT environments before deploying to production and only upon authorization by Business support management.
  6. Ensure the Core Banking System’s production and test environments data integrity and proper functioning;
  7. Do basic script and report development using the Group’s report writing software.


  1. Provide first-line support to users during the post-implementation phase.
  2. Ensure all user queries are resolved or escalated within the defined SLA timelines.
  3. Analyze and resolve issues logged by users and provide ongoing support to business users. Utilize fully the call support system in place (e.g. Letsclick) to document communication with the users and to demonstrate productivity.
  4. Establish working relationships with business and application development project team members.
  5. Become a user expert on how the core banking system and related channels work, gaining an understanding of the strengths and weaknesses; and championing customer issues in order to ensure they have a positive experience.
  6. Continuously seeks to improve user satisfaction and ultimately customer satisfaction, loyalty and retention through providing an excellent user experience.
  7. Helps develop the team by continually improving processes
  8. Communicate resolution of issues to users in the appropriate level of detail within the defined SLA
  9. Contributes to the positive growth and development of the Applications Support team.
  10. Performs routine diagnostics and maintenance with multiple operating systems
  11. Applies patches in UAT or production based on strict adherence to change control policies and procedures and assists with testing of patch releases, vendor modifications, upgrades and patches.
  12. Resolves routine issues and problems.
  13. Provides technical support for supported systems
  14. Resolves most incident tickets escalated to them and test/understands new changes that have been implemented
  15. Improves the efficiency of systems assigned to meet client needs.
  16. Communicates with vendors to resolve technical issues.
  17. Documents non-routine procedures, workarounds, and solutions.

 Monitoring and Processing

  1. Participates in Disaster Recovery processes with the Group team, including restoration procedures (test/live) in accordance with approved plans.
  2. Ensure that all Core Banking System-related processes (End of Day, Beginning of

Day, etc) to allow Business new day operations;

Project execution

  1. Completes tasks as assigned by the Country management, Group Applications Support Manager or Project Managers to ensure that the project is completed within set deadlines.
  2. Performs assigned Project tasks within the agreed timelines.
  3. Establishes a good working relationship with the project managers, the business and other project team members.

IT Governance

  1. Adheres to strict governance procedures when executing his/her job responsibility including but not limited to security, change control, administration, segregation of duties, batch processes, etc.
  2. Understands and complies will all IT policies and procedures and adheres to the highest level of controls.
  3. Address control weaknesses and/or audit queries promptly.
  4. Monitor access rights periodically ensure access is reviewed and updated in accordance with business requirements.

Knowledge and Experience Required of Job Holder:

1)  Bachelor’s degree in computer science, computer engineering, math or engineering or related technical degree from an appropriately accredited institution; or an equivalent combination of education and experience.

2)  Requires a minimum of 3-5 years of relevant work experience in supporting business applications and in particular, a core banking system and related channels (advantage).

3)  Basic SQL/Oracle DB experience and qualification will be an added advantage.

4)  Basic scripting experience on the above databases will be an added advantage.

5)  Having experience working on TCS BANCS will be a major advantage.

6)  Must have some knowledge in a specialized area of the business such as lending, finance, operations, and banking.

7)  Ability to troubleshoot standard/common operating systems and software/hardware issues.

8)  Ability to listen to symptom descriptions to analyze problems and to resolve effectively.

9)  Ability to communicate technical information in an understandable way to non-technical users.

10) Ability to work independently on tasks, develops own work, schedule and monitors progress against defined parameters.

11) Ability to perform a job with minimal supervision.

12) Ability to establish working relationships with others and provide communication of activities

         Additional Information:

The jobholder should seek to develop strong relationships with the Innovation team, development teams, Project Managers, other application support personnel, Database administrators, network and infrastructure teams and business users.

  • A team player that is service-oriented in supporting the business on testing requirements Exhibits a high level of enthusiasm and expressiveness.
  • Displays passion for quality and champion’s quality of the user experience
  • Build and maintain rapport with a number of different teams and adapts communication style according
  • Eager to take personal responsibility for the quality the applications and to ensure all parameter/patch releases are thoroughly tested, robust and conform to specification
  • Willingness to develop and take on challenges
  • Displays commitment by adopting an ‘extra mile’ attitude

Deadline: Sunday 29th December 2019 at 17hrs

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