Business Systems Analyst: Incident & Process Expert

PT. HAND Solutions Indonesia; Jakarta Utara; On-site; IDR 89,280,000 - 167,400,000; Full time

Job summary

HAND Global Solutions seeks a capable IT/Business Systems specialist to serve as primary liaison for business users on system incidents and service requests. You will analyze incidents from a process perspective, support outages, and communicate updates to stakeholders.

The role requires experience in e-commerce, incident/change management, and strong understanding of business processes. English proficiency and teamwork are essential, with rotating shift availability.

Qualifications

• Bachelor's degree or equivalent in CS or related field.
• 1 year related experience in IT or business tech role.
• Experience in e-commerce and incident, problem, change management.
• Strong understanding of business processes and system workflows.
• Ability to analyze logs, data, and system behavior.
• Attention to detail and ability to work under pressure.
• Proficient in English (written and spoken).
• Good communication with team members and stakeholders.
• Willingness to work in rotating shifts, including public holidays.

Responsibilities

• Serve as the primary contact for business users regarding system issues, incidents, and service requests.
• Analyze incidents and requests from a business process perspective.
• Support incident handling and coordination during system issues or outages.
• Communicate incident status, progress, and resolution clearly to business stakeholders.
• Analyze issues to understand business impact, urgency, and root cause.
• Act as the bridge between business users and technical teams.
• Maintain and update support documentation, SOPs, and knowledge base.

Skills

Business process analysis

Incident management

Change management

English fluency

Communication

Logs/data analysis

Java

SQL

HTML

Bootstrap

JavaScript

Ajax

JSON

REST API

Education

Bachelor's degree in Computer Science or related field

Tools

Java

SQL

HTML

Bootstrap

JavaScript

Ajax

JSON

REST API

Microservices

Job description

HAND Global Solutions seeks a capable IT/Business Systems specialist to serve as primary liaison for business users on system incidents and service requests. You will analyze incidents from a process perspective, support outages, and communicate updates to stakeholders.

The role requires experience in e-commerce, incident/change management, and strong understanding of business processes. English proficiency and teamwork are essential, with rotating shift availability.