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Business Support Consultant
Qualco TechnologyBusiness Support Consultant providing 1st Line Functional Support for banking applications. Investigating user incidents and collaborating with support and development teams.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates expertise in Functional Application Support and Incident Management, with a strong focus on customer satisfaction and service quality. Proficient in analyzing and resolving application issues while ensuring compliance with regulatory requirements.
Highest-signal resume keywords
Functional Application SupportIncident ManagementITSM/Ticketing ToolsAnalytical Problem-SolvingBanking Operations Knowledge
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Information GatheringError ReproductionBusiness Impact AssessmentService Support AnalysisTroubleshooting
Soft Skills
Excellent CommunicationInterpersonal SkillsCustomer-Oriented MindsetAbility to Manage Multiple Priorities
Tools & Technologies
ServiceNowSMAXJira Service Management
Certifications & Qualifications
University Degree
Industry Keywords
KYCCustomer OnboardingPaymentsFunds TransfersDeposit ProductsInvestment ProductsSecurities TransactionsLending ProcessesApproval WorkflowsBusiness Process Management
Tech Stack
Tools & technologiesITSMServiceNow
About the role
Key responsibilities & impact- Provide 1st Line Functional Support for banking and business applications;
- Receive, analyze, troubleshoot, and resolve user incidents and service requests through phone, email, and ticketing systems;
- Investigate functional application issues by gathering information, reproducing errors, assessing business impact, and determining appropriate resolution paths;
- Monitor, prioritize, and manage incidents and requests through ITSM/ticketing tools.
- Escalate complex issues to specialized support teams while ensuring accurate documentation and effective follow-up;
- Communicate clearly with end users and stakeholders regarding incident progress and resolution;
- Support continuous service improvement by identifying recurring issues and recommending corrective actions;
- Maintain high levels of customer satisfaction and service quality;
- Ensuring that all activities and duties are carried out in full compliance with regulatory requirements and supporting the continued implementation of the Group Anti-Bribery and Corruption Policy.
Requirements
What you’ll need- University degree
- Minimum 3 years of previous experience or strong interest in Functional Application Support, Application Support Analysis, Incident Management, or Service Support environments
- Ability to understand business processes and translate user needs into clear support, troubleshooting, and escalation actions
- Hands-on experience investigating functional application issues, including:
- - Information gathering and analysis
- - Error reproduction and validation
- - Business impact assessment
- - Coordination with specialized resolution teams
- Experience working with ITSM/Ticketing platforms such as ServiceNow, SMAX, Jira Service Management, or similar tools
- Strong analytical and problem-solving skills
- Excellent communication and interpersonal skills
- Customer-oriented mindset with a strong focus on service quality and user satisfaction
- Ability to manage multiple priorities in a fast-paced environment
- A strong understanding of banking operations and business processes is highly valued. Candidates should be familiar with one or more of the following areas:
- - KYC (Know Your Customer) and Customer Onboarding
- - Payments and Funds Transfers
- - Deposit and Investment Products
- - Securities and Investment Transactions
- - Lending and Credit Processes
- - Approval Workflows and Business Process Management
- - Banking operational processes and customer lifecycle management.
Benefits
Comp & perks- Competitive compensation, ticket restaurant card, and annual bonus programs
- Cutting-edge IT equipment, mobile and data plan
- Modern facilities, free coffee and beverages, indoor parking, and company bus
- Private health insurance, onsite occupational doctor, and workplace counselor
- Flexible working model, hybrid benefits & home equipment benefits
- Onsite gym, wellness facilities, and ping pong room
- Career and talent development tools
- Mentoring, coaching, personalized annual learning and development plan
- Employee referral bonus, regular wellbeing, ESG and volunteering activities