IT Support Executive (Applications)

JOB OVERVIEW

Required an experienced IT Executive to support and enhance the Company’s enterprise applications and end-user systems and act as a bridge between business users and technical solutions.

The role will focus on application support, business requirement analysis, coordination of small to medium IT projects and hands-on experience with reporting, analytics, and enterprise collaboration tools.

1. Enterprise Application Support

• Provide Level 1 and Level 2 support for enterprise applications including:
• SAP S/4 HANA
• Freshworks / Freshdesk
• Servigistics (Spare Parts Management),
• Microsoft Office 365 applications including SharePoint and Teams
• Perform incident handling, basic troubleshooting, user assistance, and coordination with higher-level support or vendors when required.
• Monitor application performance and recommend system improvements to enhance operational efficiency and user experience.
• Support user account administration, system access, and permissions management.
• Maintain system documentation, user guides, SOPs, and knowledge base articles.

1. Reporting & Data Support

• Support business reporting requirements using tools such as:
• Power BI
• SAP Analytics Cloud (SAC)
• SQL queries
• Assist in data extraction, report generation and basic dashboard maintenance.
• Support data validation and troubleshooting activities to ensure reporting accuracy.

1. Business & Project Coordination

• Work closely with business users to gather and document system enhancement requirements.
• Assist in preparing functional specifications, testing scenarios, and project documentation.
• Coordinate User Acceptance Testing (UAT) and support end-user training activities.
• Support implementation and enhancement projects by coordinating with vendors and internal stakeholders.
• Track risks, issues, and dependencies and provide regular project status updates.
• Take ownership of small-scale IT projects, where assigned.

1. Operational Support

• Provide day-to-day application support and user assistance.
• Monitor system performance, troubleshoot issues, and recommend continuous improvements.
• Maintain system documentation, user guides, and operating procedures.
• Ensure IT support tickets and requests are properly tracked and updated.

• Bachelor's Degree or equivalent in Computer Science/Information Technology or related discipline.
• Minimum 3 to 5 years of relevant IT experience, preferably in enterprise IT application support.
• Hands-on experience with:
• Servigistics (Spare Parts Management and inventory planning)
• Freshdesk or similar ITSM/ticketing tools
• SharePoint
• SAP Analytics Cloud (SAC) or similar analytics/reporting platforms such as Power BI etc.
• Basic understanding of SQL queries and reporting tools.
• Experience in user support, troubleshooting, and system coordination.
• Good analytical, problem-solving, and communication skills.
• Ability to work independently and collaboratively in a fast-paced environment.
• Strong interpersonal and communication skills with ability to present complex technical information clearly and concisely.
• Understanding of inventory planning and supply chain concepts will have an added advantage.