The System Analyst is responsible for providing technical support and assistance for system-related issues across the organization. This role involves diagnosing and resolving software problems, working closely with IT Team to maintain the required IT Infrastructure, and supporting end users to ensure smooth and efficient operations of business systems.
The role works closely with the departmental process owners, and other IT team members to ensure system availability, performance and security.
Assist Digital Project Manager to implement new systems and provide ongoing operational support. Work with internal stakeholders to understand user requirements, map out process, analyze gaps, and escalate and follow through service requests.
Job Responsibilities
- Provide first and second-level support for system-related issues, including software, and network troubleshooting.
- Assist in managing the implementation of new systems and provide ongoing operational support.
- Respond to emails and calls in a timely and professional manner; provide troubleshooting, logging, escalating, and following through issues raised by users.
- Monitor system performance and ensure timely escalation of unresolved issues to the Digital Project Manager or other system partners.
- Assist in system installation, configurations, upgrades and patch management.
- Perform pre-deployment testing such as User Acceptance Tests (UAT) and system-related training to ensure the new system is sufficient to meet the business requirements.
- Document support issues, resolutions, and system changes in accordance with IT policies and procedures.
- Coordinate with vendors and service providers for software issues or system updates.
- Escalate service requests to the vendors/consultant and see through the completion of the request.
- Support user account administration including user accounts creation, user accounts removal and user access management.
- Participate in system audits.
- Identify recurring problems and suggest long-terms solutions or improvement to reduce future issues.
- Collaborate with cross-functional teams for project support and system implementations.
- Perform project documentation and document base-lining.
*** Note: Scope of work will be revised depending on the business needs, other related duties as and when assigned by your reporting superior from time to time.
Qualifications & Relevant Experience
- Bachelor’s Degree in Computer Science, Information Technology or related field.
- ITIL Certification or similar service management framework
- Minimum 4 years of experience in system support, system administration or related technical support role.
- Proficient in Windows operating systems, Microsoft Office Suite and common business applications.
- Basic understanding of networking and system monitoring tools.
- Experience with cloud platforms (e.g. AWS, Azure)
- Knowledge of scripting SQL or integration tools (e.g. Json, API).
- Strong troubleshooting and problem-solving skills.
- Ability to work independently and collaboratively in a fast-paced environment.
