System Implementation Specialist

Job Summary

The Systems Implementation Officer/Specialist (Internal Systems) supports the implementation, adoption, and proper use of the company's internal systems across all departments and branches. The role focuses on rolling out new systems and system-related process changes, training employees, and making sure that systems are used correctly and consistently in day-to-day operations. This position serves as the link between end-users, process owners, and technical teams. A key responsibility is helping employees become confident system users through structured training, clear documentation, and responsive support, including the handling and resolution of system-related tickets assigned to the department.

Key Responsibilities

Internal System Implementation

• Support the implementation, configuration, and rollout of internal systems from planning through post-go-live stabilization.
• Gather requirements from departments and end-users, and help define scope, timelines, and success criteria for system initiatives.
• Prepare systems for go-live, including data setup and validation, user access and role setup, and user acceptance testing.
• Coordinate with technical teams and vendors to test, deploy, and validate system updates, fixes, and enhancements.
• Track implementation progress and communicate milestones, risks, and dependencies to the Systems Implementation Manager.

Process Changes & System Alignment

• l Support the review and redesign of business processes that involve or are affected by internal systems.
• Map current and future workflows, identify gaps, and recommend process or system improvements.
• Help implement approved process changes, making sure system configuration, user guides, and SOPs are updated to match.
• Coordinate with affected departments to manage the transition and minimize disruption to operations.
• Document process and system changes and maintain an organized record of updates.

Employee Training & Enablement

• Plan and conduct training for employees on new systems, system updates, and revised processes.
• Onboard new hires and transferred employees on the systems relevant to their roles.
• Develop and maintain training materials, user guides, quick references, and system SOPs.
• Provide refresher and follow-up training when gaps in system use are identified.
• Standardize training content and delivery to ensure consistency across departments and branches.

System Compliance & Proper Usage

• l Monitor system usage to make sure employees follow the correct workflows, data entry standards, and system policies.
• Conduct regular checks and data quality reviews to identify incorrect or incomplete system use.
• Follow up on non-compliance with the concerned users and department heads, and recommend corrective actions or retraining.
• Support user access management, including the creation, modification, and deactivation of accounts and roles in line with company policy.
• Help enforce system controls and governance rules set by the department.

Ticket Handling & User Support

• Respond to, troubleshoot, and resolve system-related tickets and user concerns assigned to the department within agreed service levels.
• Escalate complex issues to the appropriate technical team or vendor and follow through until resolution.
• Keep tickets updated with accurate status, findings, and resolution details.
• Identify recurring issues and root causes, and recommend fixes, process changes, or additional training to prevent repeat tickets.
• Proactively communicate system updates, maintenance schedules, and known issues to employees.

Reporting & Continuous Improvement

• l Track system adoption, training completion, compliance findings, and ticket metrics using defined KPIs.
• Prepare regular reports on implementation status, system usage, and support performance.
• Provide insights and recommendations to management to improve system utilization and operational efficiency.

Other Related Tasks

• Perform other related tasks and special projects as may be assigned by the Systems Implementation Manager.

Qualifications

Education

• Bachelor's degree in Information Systems, Information Technology, Computer Science, Business Administration, or a related field.

Experience

• Open to fresh graduates; prior internships or experience in systems implementation, IT or user support, helpdesk/ticketing, or training is an advantage.

Skills and Competencies

• Technical Skills: Basic understanding of system implementation, user access management, and troubleshooting; familiarity with business systems (e.g., ERP, CRM) and ticketing or helpdesk tools.
• Training Skills: Confidence in conducting training sessions and creating user guides, SOPs, and other training materials.
• Communication Skills: Strong written and verbal communication, with the ability to simplify technical concepts for non-technical users.
• Problem-Solving: Analytical and detail-oriented, able to diagnose issues, find root causes, and recommend improvements.
• Process Orientation: Ability to understand business workflows and see how system and process changes affect day-to-day operations.
• Organizational Skills: Ability to manage multiple tasks and tickets, meet deadlines, and collaborate with cross-functional teams.
• Adaptability: Willingness to learn new systems and technologies and adapt to changing needs.