Systems Analyst (Technical)

Primary Key Responsibilities:

1. Support the technical operation, administration, troubleshooting, and enhancement of assigned business applications, including CRM, ERP, WMS, HRMS, KEG, and related systems.
2. Act as the primary technical point of contact for application issues involving configurations, integrations, interfaces, data flow dependencies, system errors, and technical troubleshooting.
3. Investigate, analyse, and resolve technical incidents and service requests, coordinating with vendors, infrastructure teams, and other support teams as required.
4. Support application integrations across systems, including APIs, EDI, interfaces, file exchanges, scheduled jobs, and related dependencies.
5. Assist in project delivery, upgrades, rollouts, testing, cutover preparation, and post-go-live support from a technical perspective.
6. Ensure application tickets, technical defects, and support issues are tracked, updated, escalated, and closed within agreed timelines.
7. Prepare and maintain technical documentation such as system configuration notes, interface mappings, support runbooks, troubleshooting steps, data flow diagrams, and technical knowledge references.
8. Support user account administration, system setup, permission changes, environment checks, and other technical administrative activities where required.
9. Work with vendors and internal stakeholders to diagnose root causes, resolve recurring issues, and improve system stability.
10. Support reporting, SQL queries, data checks, API testing, and technical validations where applicable.
11. Build sufficient technical understanding of end-to-end business processes to support effective troubleshooting and user impact assessment.
12. Support end users and key users by explaining technical issues, workaround steps, system changes, and support requirements in a clear and practical manner.
13. Conduct or support technical end user training, system walkthroughs, application briefings, and training sessions for new features, changes, and application usage where required.
14. Cross-train and provide backup support for the System Analyst (Functional) role to ensure continuity when needed.
15. Perform any other application, project, support, or IT-related duties as assigned by the Group IT Manager or Applications Manager.