FINCA International, one of the world's leading microfinance institutions, provides financial services to more than 950,000 clients through 21 wholly-owned and operated subsidiaries in Africa, Eurasia, Latin America and the Greater Middle East. FINCA International is looking for a Technical Analyst.
This role will involve recommending and planning technical solutions and also managing the Help Desk function. The TA will respond to, diagnose and resolve database, network, server, communications and other complex problems. S/he will also develop, define and enforce troubleshooting procedures. The Technical Analyst is responsible for gathering and documenting technical requirements related to IT projects in FINCA and will work closely with the project team as well as external and internal parties to identify options for potential solutions and assess them for both technical and business suitability, as well as keep up to date with technical developments.
Essential duties:
Analyze technical details, compliance, performance and scalability of any existing and/or new IT systems
Analyze the technical feasibility of achieving the requirements in a given architectural framework
Provide excellent technical support (hardware, software, network, connectivity, etc) to each country in the Region
Resolve, record, and track user calls to completion, keeping the user updated of progress
Liaise and coordinate with MIS providers
Support the Application Support team to resolve existing production problems
Demonstrate commitment to the collective output of the project team
Develop good working relationships with other members of project
Expand or modify system to serve new purposes or improve work flow.
Test, maintain, and monitor computer programs and systems, including coordinating the installation of computer programs and systems.
Develop, document and revise system design procedures, test procedures, and quality standards.
Provide staff and users with assistance solving computer related problems, such as malfunctions and program problems.
Review and analyze computer printouts and performance indicators to locate code problems, and correct errors by correcting codes.
Consult with management to ensure agreement on system principles.
Confer with clients regarding the nature of the information processing or computation needs a computer program is to address.
Read manuals, periodicals, and technical reports to learn how to develop programs that meet staff and user requirements.
Coordinate and link the computer systems within an organization to increase compatibility and so information can be shared.
Determine computer software or hardware needed to set up or alter system.
Supervise and direct activities of help desk administrator and database administrator.
Assess the usefulness of pre-developped application packages and adapt them to a user environment.
Analyze information processing or computation needs and plan and design computer systems, using techniques such as structured analysis, data modeling and information engineering.
Define the goals of the system and devise flow charts and diagrams describing logical operational steps of programs.
Train staff and users to work with computer systems and programs.
Recommend new equipment or software packages.
Use object-oriented programming languages, as well as client and server applications development processes and multimedia and Internet technology.
Prepare cost-benefit and return-on-investment analyses to aid in decisions on system implementation.
Utilize the computer in the analysis and solution of business problems such as development of integrated production and inventory control and cost analysis systems.
Specify inputs accessed by the system and plan the distribution and use of the results.
Supervisory responsibility:
The Technical Analyst will have supervisory responsibility for the Database Administrator and Help desk Administrator
Responsibilities as a supervisor will include interviewing, hiring, and training; appraising performance; recommending rewarding and disciplining actions; addressing complaints and resolving problems
Knowledge and skills:
3+ years of experience within a technical support environment, including hardware, software and network support.
1 to 2 years experience managing a Help Desk or a Service Desk would be preferred
Proven ability to resolve problems efficiently and effectively; ability to recognize competence level of the user and address each situation appropriately
Good knowledge of Microsoft Office application software and Windows desktop operating systems, basic networking fundamentals and PC hardware and peripherals
Experience working in a heavy pressure environment preferred
Desire to work in an information systems environment
Excellent leadership, communication (written/oral), negotiation and interpersonal skills
Proven ability to work creatively and analytically in a problem-solving environment
Proven success in contributing to a team-oriented environment
Proven ability to balance, prioritize and organize multiple tasks
Excellent interpersonal, written and oral communication skills
Fluency required in English and either Spanish or Russian Languages
Willingness to Travel (50% to 75%)
Qualifications
Basic degree in computer science or equivalent, experience of not less than 3 years in a senior information systems position in a reputable financial services organization or related institution.
Education & Experience
3+ years of experience within a technical support environment, including hardware, software and network support.
1 to 2 years’ experience managing a Help Desk or a Service Desk would be preferred
Language Skills
Fluency in English required.
Computer Skills
To perform this job successfully, an individual should have knowledge in relational database management systems Preferably Oracle, Sybase & SQL.
FINCA International Inc. is an Equal Opportunity Employer.
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