KEY RESPONSIBILITIES
1. Business Engagement & Stakeholder Support
- Act as a supporting liaison between the Technology Division and application teams, infrastructure teams, and business stakeholders for integration-related matters
- Engage with stakeholders to understand integration needs, system dependencies, and data exchange requirements
- Provide guidance on integration usage and system connectivity
- Gather feedback on integration performance and issues
- Support communication between internal teams and external partners
2. Integration and Data Flow Support
- Support system integrations by ensuring interfaces and data exchange processes are functioning as expected
- Monitor data flows and system interactions to ensure data is exchanged reliably within the system environment
- Assist in identifying integration gaps, inefficiencies, or risks
- Support improvements to integration processes and data exchange mechanisms
3. Application Operations and Integration Support
- Support and manage integration platforms, interfaces, and data exchange mechanisms
- Monitor system performance and availability affecting integrations
- Assist in maintaining integration configurations and operational settings
- Ensure integration services remain accessible and usable
- Support routine operational activities required to maintain integration availability
4. Integration & Data Exchange System Coverage
Coordinate and support integration and data exchange capabilities including but not limited to:
- Middleware and Messaging Platforms – supporting system-to-system communication, message queues, and event-driven integration
- API and Interface Services – supporting API-based integrations and system connectivity across platforms
- Data Exchange Mechanisms – supporting batch and real-time data transfer between internal and external systems
- Integration with External Platforms – supporting connectivity with third-party systems, partners, and service providers
- Ensure integration capabilities are stable, secure, and capable of supporting reliable data exchange across systems.
5. Business Requirements and Change Support
- Support the gathering and documentation of integration requirements
- Assist in translating requirements into integration configurations or enhancements
- Participate in discussions and working sessions with stakeholders
- Ensure requirements are clearly captured and communicated
6. System Changes, Testing, and Implementation Support
- Support testing activities including system testing, integration testing, and user acceptance testing
- Ensure integration scenarios and data flows are adequately reflected in test cases
- Track and follow up on issues identified during testing
- Support preparation for deployment of integration changes
- Assist in rollout of integration solutions into production environments
7. Incident Investigation and Resolution
- Investigate incidents affecting integrations and data exchange processes
- Analyse system behaviour and data flow to identify potential causes of issues
- Coordinate with technical teams and vendors to resolve incidents
- Support prioritisation of issues based on system and operational impact
- Provide updates to stakeholders on issue status
8. Continuous Improvement and Integration Support
- Identify recurring issues and inefficiencies in integrations and data exchange processes
- Support initiatives to improve system connectivity, performance, and data reliability
- Contribute to enhancements that improve integration scalability and effectiveness
- Support initiatives related to API adoption, real-time integration, and data platform integration
9. Governance, Compliance, and Control
- Support adherence to internal policies, security standards, and regulatory requirements
- Ensure integration usage aligns with approved processes and controls
- Support documentation and audit requirements for integration systems
- Ensure proper handling of system changes and data exchange processes
10. Vendor Coordination and Support
- Coordinate with vendors supporting integration platforms and middleware solutions
- Support issue resolution and follow-up with vendors
- Assist in ensuring vendor deliverables meet integration requirements
- Track vendor responses and ensure timely closure
11. Documentation and Knowledge Management
- Maintain documentation for integration configurations, interfaces, and data flows
- Ensure documentation is updated and reflects current system behaviour
- Support creation of reference materials and guides
- Contribute to knowledge sharing within the team
12. Collaboration and Cross-Functional Coordination
- Collaborate with application domains, infrastructure teams, cybersecurity teams, and data teams
- Support coordination during system changes and incident investigations
- Support integration and implementation of new solutions from IT Strategy, Innovation & Emerging Tech teams, ensuring data exchange, system connectivity, and interface compatibility across platforms
- Participate in cross-functional initiatives involving integration and data exchange
- Ensure system dependencies and integration points are properly understood and managed
Additional Expectations for Senior Application Analyst
- Handle more complex integration issues and system interactions
- Support requirement coordination and stakeholder discussions
- Provide guidance to junior team members
- Take on deeper involvement in integration ownership within the domain
KEY STAKEHOLDERS
Internal
- All Application Domains (Commercial, Operations, Engineering, Digital, Corporate)
- Data and Analytics Teams
- IT Infrastructure & Operations
- Cybersecurity
- Project Management Office (PMO)
External
- Integration Platform Vendors
- External System Providers
- Technology Partners
- Implementation and Support Vendors
KEY COMPETENCIES
Technical
- Understanding of integration platforms, middleware, APIs, and data exchange mechanisms
- Familiarity with system interfaces and data flow processes
- Understanding of real-time and batch integration concepts
Business
- Ability to understand system interactions and cross-domain dependencies
- Ability to support integration solutions aligned with business requirements
- Ability to assess impact of integration issues on operations
Interpersonal
- Strong communication and stakeholder engagement skills
- Ability to work collaboratively across multiple teams
- Analytical and problem-solving capability
QUALIFICATIONS AND EXPERIENCE
Education
- Bachelor’s Degree in Information Technology, Computer Science, Information Systems, Software Engineering, Data Engineering, or a related discipline
Experience – Application Analyst
- 1 to 3 years of relevant experience in enterprise applications, integration, or system support roles
- Exposure to integration environments or data exchange processes would be advantageous
- Experience supporting system issues and user requests
- Basic understanding of system interactions and data flows
Experience – Senior Application Analyst
- 3 to 6 years of relevant experience in enterprise applications or integration environments
- Experience supporting system integrations, APIs, or data exchange platforms
- Experience handling more complex incidents and supporting integration enhancements
- Ability to engage stakeholders and support requirement discussions
- Experience working with vendors and cross-functional teams
KEY PERFORMANCE INDICATORS (KPIs)
- Reliability and availability of integration services
- Timeliness and effectiveness of incident resolution
- Data consistency and integrity across systems
- Stakeholder satisfaction
- Contribution to integration improvements and system connectivity
