Application Support Analyst (Mandarin Speaking – DMS/SFA)

Getronics; Kuala Lumpur; On-site; MYR 56,000 - 89,000; Full time

Job summary

Getronics in Malaysia is seeking a dedicated frontline DMS/SFA support specialist to handle BAU application support and contribute to UAT/project rollout activities. You will be the first contact for issues from distributors, sales and business users, and you will troubleshoot, validate, log and escalate as needed.

The role requires coordinating fixes, updating users, maintaining support documentation, and generating regular reports.

Qualifications

• Experience in IT support and issue resolution.
• Knowledge of DMS/SFA applications.
• Ability to work onsite on weekdays.

Responsibilities

• Provide dedicated frontline support for DMS/SFA in Malaysia.
• Act as first point of contact for issues from distributor, sales and users.
• Troubleshoot and validate issues before escalation.
• Log and track tickets with L2/L3 and IT.
• Coordinate fixes and retesting; update users; close tickets.
• Maintain support documentation and FAQs.
• Support UAT and project rollout as secondary tasks.
• May expand role to other applications/countries.

Skills

Frontline support

First contact

Troubleshooting

Ticketing escalation

Documentation

UAT support

Tools

JIRA

Job description

• Provide dedicated frontline/key-user support for DMS/SFA in Malaysia, with BAU application support as the primary responsibility and UAT/project rollout support as a secondary responsibility
• Act as the first point of contact for DMS/SFA issues from distributor, sales and business users
• Troubleshoot and validate issues before escalation
• Identify whether issues related to user/process, configuration, master data, device/connectivity, integration or system defects
• Collect screenshots, error details, transaction information, and other evidence
• Log, categorise, track, and follow up tickets with L2/L3 and Danone IT
• Coordinate fixes/workarounds, perform retesting, update users and support ticket closure
• Support approved user access, basic setup, configuration and operational queries
• Maintain FAQs, troubleshooting guides, support documentation and knowledge articles
• Monitor recurring issues and provide regular ticket/support reporting
• May expand the role to other applications / other country

UAT & Project Support - Secondary

• Support preparation and execution of UAT, end to end and regression test
• Document defects and track them through JIRA/support workflow
• Retest fixes and support UAT readiness

1. User Onboarding and Training

2. Device/system readiness

3. Pilot and Go Live Support

5. Hypercare and stabilisation

6. Transition from Project Support into BAU

Note:

Monday to Friday - Onsite at Gardens Mid Valley

Weekend (Saturday & Sunday) remote support within Klang Valley