Application Support Engineer

Project Role : Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : Business Architecture
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
As an Application Support Engineer, a typical day involves acting as a software detective by investigating and resolving issues across various components of essential business systems. This role requires a proactive approach to identifying problems, analyzing system behavior, and ensuring the smooth operation of critical applications. The position demands continuous monitoring, collaboration with different teams, and delivering timely solutions to maintain business continuity and system reliability.

Roles & Responsibilities:
- Engage with business stakeholders to understand strategic objectives, operational challenges, customer needs, regulatory requirements, and expected business outcomes.
- Lead requirement-discovery workshops, stakeholder interviews, process walkthroughs, and solution-definition sessions.
- Gather, analyse, document, validate, and manage business, functional, non-functional, data, integration, and reporting requirements.
- Translate business requirements into epics, features, user stories, acceptance criteria, business rules, process flows, and functional specifications.
- Analyse current-state processes and define future-state processes, identifying gaps, risks, controls, dependencies, and improvement opportunities.
- Create process maps, customer journeys, data flows, system-context diagrams, use cases, decision tables, and business-rule documentation.
- Work closely with Product Owners, Project Managers, Architects, Developers, Test Leads, Operations, Risk, Compliance, and third-party suppliers.
- Support solution-design discussions and ensure that proposed solutions align with business needs and banking controls.
- Identify upstream and downstream system impacts, integration requirements, data dependencies, and third-party dependencies.
- Maintain requirements traceability from business objectives through design, development, testing, and implementation.
- Define clear and testable acceptance criteria and support the Quality Engineering team during test planning and test execution.
- Review test scenarios and support business validation and User Acceptance Testing.
- Manage requirement clarifications, change requests, scope changes, assumptions, issues, and dependencies throughout the delivery lifecycle.
- Support backlog refinement, sprint planning, quarterly planning, prioritisation, estimation, and release planning.
- Facilitate business sign-off for requirements, designs, testing outcomes, operational readiness, and implementation.
-Support production-readiness activities, business implementation planning, training, communications, and post-implementation reviews.
- Ensure that requirements consider regulatory, compliance, data-protection, audit, operational-risk, and customer-outcome obligations.
- Mentor junior Business Analysts and contribute to the improvement of Business Analysis standards, templates, and ways of working.
Required Skills and Experience:

- 10–14 years of Business Analysis experience, including significant experience within banking or financial services.
- Strong understanding of banking products and operational processes, such as:
o Retail or business banking
o Lending and mortgages
o Credit-risk assessment and decisioning
o Payments and account servicing
o Customer onboarding and identity verification
o Collections and recoveries
o Finance, reconciliation, or regulatory reporting
- Strong experience in requirements elicitation, analysis, documentation, validation, and lifecycle management.
- Ability to create high-quality:
o Business requirement documents
o Functional and non-functional requirements
o Epics and user stories
o Acceptance criteria
o Process and customer-journey maps
o Business rules and decision tables
o Data and interface requirements
o Traceability matrices
- Experience analysing complex end-to-end processes involving multiple applications, APIs, databases, batch processes, and third-party systems.
- Strong knowledge of Agile delivery practices, including backlog management, refinement, sprint planning, demonstrations, and retrospectives.
- Experience using tools such as Jira, Confluence, Visio, Miro, Azure DevOps, or equivalent.
- Strong stakeholder-management and workshop-facilitation skills.
- Excellent written and verbal communication, analytical thinking, and problem-solving capabilities.
- Ability to challenge requirements constructively and identify gaps, ambiguities, risks, and conflicting stakeholder expectations.
- Experience working with geographically distributed and cross-functional delivery teams.
Desirable Skills:
- Experience in banking transformation, cloud migration, platform modernisation, or legacy-system decommissioning.
- Understanding of API-based architecture, microservices, event-driven systems, data platforms, and cloud technologies.
- Knowledge of banking regulations, operational resilience, data privacy, financial crime, and conduct-risk controls.
- Experience with data mapping, reconciliation, migration, and reporting requirements.
- Familiarity with Business Process Model and Notation, Unified Modeling Language, or similar modelling standards.
- Professional certification such as BCS Business Analysis, CBAP, PMI-PBA, or equivalent.
- Experience using AI-assisted tools for requirement analysis, documentation, process mapping, impact assessment, and backlog refinement.
Key Deliverables:
- Business requirements and scope definition
- Current-state and future-state process models
- Epics, features, user stories, and acceptance criteria
- Business rules and decision tables
- Data, reporting, and integration requirements
- Impact and gap analysis
- Requirements traceability matrix
- Stakeholder and dependency mapping
- RAID inputs and change-impact assessment
- UAT support and business sign-off
- Implementation and operational-readiness inputs

Additional Information:
- Bachelor s degree in Business, Finance, Information Technology, Engineering, or a related discipline.
- Business Analysis or Agile certification is desirable.

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.