The Systems Support Analyst (Non-SAP) is responsible for providing technical and functional support for business systems to ensure the reliable operation of enterprise applications and related IT services. The role focuses on resolving incidents, assisting users, monitoring system performance, and helping maintain system stability. This position works closely with end-users, developers, and infrastructure teams to address issues, support system enhancements, and help ensure that business systems operate efficiently.
Key Responsibilities:
- Provide day-to-day technical support for enterprise applications and respond to user issues and service requests.
- Monitor system performance and conduct routine checks to maintain system availability and stability.
- Troubleshoot technical and functional issues and coordinate with vendors or development teams when escalation is needed.
- Ensure support activities follow established service level agreements (SLAs) and internal standards.
- Serve as the primary point of contact for system-related inquiries, incidents, and service requests from end users.
- Provide guidance to users on system features and processes to help improve system utilization.
- Assist in conducting system orientation sessions or training when new features or processes are introduced.
- Maintain and update user guides, documentation, and support materials as needed.
Qualifications:
The ideal candidate has a bachelor's degree in Information Technology, Computer Science, Information Systems, or a related field, along with experience supporting business applications or enterprise systems. The role requires familiarity with troubleshooting system and application issues, providing user support, and coordinating with technical teams to resolve incidents. Experience working within IT service management environments, including handling tickets and monitoring system performance, is beneficial. The candidate should have strong analytical and problem-solving abilities, clear communication skills for assisting users and documenting solutions, and the ability to manage multiple support requests while meeting defined service levels. Experience supporting enterprise applications, databases, or integrated systems in a corporate environment is considered an advantage.
