Production Support Officer - Dominica Drive

While we appreciate all applicants, only applications received via Sagicor's career portal https://career4.successfactors.com/career?company=sagicorfinP2 will be considered.

"Looking for a diverse and rewarding career? If you're looking to grow your career within a stable and growing financial services company, then Sagicor may be right for you!"

Sagicor Bank Jamaica Limited is seeking a suitable candidate to join our Production Support team in the capacity of:

Production Support Officer –Dominica Drive
(Grade 3)

Manage portfolio of assigned incidents and service requests from branches and business units by satisfying requests, responding to customers and enabling effective use of supported applications.

Conduct analysis to resolve complex internal customer queries, issues, and change requests, managing to resolution.

Act as a key reference point for the branch network and business units for day-to-day issues relating to core and secondary software systems and applications.

Location: Kingston

As a Production Support Officer, you will:

• Assume ownership of issues/concerns at first point of contact.
• Maintain adequate knowledge of all bank’s products and services.
• Maintain confidentiality and privacy of customer accounts, documents and transactions.
• Provide support and advice to branch network and service delivery centers regarding SD supported systems functionality, customer service, issue resolution etc.
• Creates clear and precise business requirements that are generated from Action Requests (ARs) and performs UAT for those M&ECR's [Maintenance & Enhancement Change Requests] created to resolve the (AR’s)
• Support the implementation of new processes and revised policies, procedures and guidelines to units.
• Assist in resolving any resulting or outstanding issues and provides appropriate feedback to all for all service delivery supported systems.
• Investigate operational requirements for straightforward service requests changes, issues, contributing to improvements in information systems, data management, processes/procedures.
• Identify information flows, processes and procedures that will meet the business requirements for change requests.
• Identify issues related to SD supported core systems or guidelines negatively impacting efficient and effective processing or client care within the unit.
• Provide clear and precise documentation to facilitate a non-disruptive implementation and adequate knowledge transfer for post-implementation and audit trails aligned to Sagicor Bank Jamaica standards.
• Work closely with Senior Production Support Officer to define and perform User Acceptance Testing for all SD supported initiatives regionally.
• Prepare clear and precise draft documents for presentation of production issues and solutions in writing aligned to Sagicor Bank Jamaica standards.
• Perform other job-related duties assigned from time to time.

What do you need?

• First Degree in Management Studies, Banking & Finance or related discipline from a recognized tertiary institution.
• Minimum five (5) years’ experience in a commercial bank or other financial institution with at least two (2) years’ experience in a senior capacity.
• Knowledge of Central Bank rules and regulations governing Commercial Banks.
• Sound knowledge of computer software packages including spreadsheet and word processing applications.
• Strong analytical, critical thinking and problem-solving skills
• Ability to investigate and resolve complex issues.
• Sound organizational and time management skills with the ability to handle multiple tasks/assignments.
• Strong interpersonal skills with the ability to communicate effectively both in oral and written form, with a wide range of individuals.
• Thorough knowledge of SBJ Software Systems & Applications.

If this role is of interest to you, kindly submit an application via Sagicor's career portal no later than October 7, 2025.

While we appreciate all applications, only shortlisted candidates will be contacted.