Systems Officer

Systems Officer

Embark on a journey where your unique contributions are celebrated, and your professional growth is embraced. At ADCB, we nurture a diverse, inclusive community where every voice is valued.

About the Business Area:-

GBS is a group of highly skilled and talented professionals who form an essential part of ADCB's continued journey of success. With a proud history of commitment, innovation and delivery, GBS constantly strives for excellence whilst ensuring the highest standards of quality and risk awareness. Each and every member of the GBS family plays an integral role in driving ADCB's strategy, growth and digital evolution by working closely with our valued business partners to achieve exceptional customer experience through our outstanding service and support.

 In this role, your key responsibilities include:

• Provide effective and timely support for hardware, software and digital workplace issues, in an empathetic, proactive and cooperative manner to ensure the smooth running of the department
• Apply IT support tools in order to resolve end-user issues and incidents
• Analyse and diagnose technical problems, in order to prioritise and work through multiple requests to resolution
• Collaborate with teams across ADCB Technology Services and vendors in order to resolve issues
• Improve documentation of troubleshooting knowledge repositories to ensure correct information is recorded
• Provide a timely response to inquiries, incidents and issues, with escalation to Level 2 support as required to ensure all raised queries are resolved

• Maintain accurate records and contribute to key reporting to ensure accuracy of data stored
• Implement new processes and improvements, whilst contributing to feedback loops to ensure all processes are up to date and in accordance with ADCB requirements
• Participate in team meetings and contribute to knowledge sharing in order to maintain own knowledge and understanding
• Adhere to all relevant organisational and departmental policies, processes, standard operating procedures and instructions so that work is carried out to the required standard and in a consistent manner while delivering the required standard of service to customers and stakeholders
• Manage self in line with the Bank’s people management policies, procedures, processes and practices to ensure adherence and to maximise own contribution to business performance
• Demonstrate Our Promise and apply the ADCB Service Standards to deliver the Bank’s required levels of service in all internal and external customer interactions

The ideal candidate should have the following experience

• At least 2 years of experience working in a Banking environment, of which at least 1 year of experience in a Customer Service role or IT Service Desk
• Bachelor’s Degree specialising in Computer Science, Management Information Systems or related field
• Process management
• Project management
• Problem management and analysis
• Organisation and capacity planning (Staffing and other IT resources)

What we offer:

• Competitive Salary: The indicative pay range for this role is based on internal parity. Additionally, all employees are eligible to participate in one of our rewarding variable pay plans.
• Comprehensive Benefits Package: This includes market-leading medical insurance, group life and personal accident insurance, paid leave and leave airfare, employee preferential rates on loans and finance facilities, staff discounts and offers, and children education assistance (for certain job levels).
• Flexible and Remote Working Options: We understand the importance of work-life balance and offer flexible working arrangements, subject to eligibility and job requirements.
• Learning and Development Opportunities: We value and facilitate continuous learning and personal development, through a variety of exciting learning opportunities, such as structured instructor-led courses, a comprehensive e-Learning catalog, on-the-job training and professional development programs.

At ADCB, we are dedicated to creating a respectful, caring and disciplined work environment that aligns with your career ambitions.