Production Support Analyst

Kelly Services Inc.; Kuala Lumpur; On-site; MYR 30,000 - 60,000; Full time

Job summary

Ein führender Anbieter von Talentmanagementlösungen sucht engagierte Fachkräfte zur Unterstützung ihrer VMS-Technologieanwendungen. In dieser Rolle sind Sie verantwortlich für die Verwaltung von Fällen, die Unterstützung von Kundenanfragen und die Zusammenarbeit mit verschiedenen Teams, um sicherzustellen, dass die technologischen Änderungen reibungslos umgesetzt werden. Wenn Sie eine Leidenschaft für Technologie und Kundenservice haben und in einem dynamischen Umfeld arbeiten möchten, ist dies die perfekte Gelegenheit für Sie. Werden Sie Teil eines innovativen Teams, das sich der Exzellenz verschrieben hat und stets bestrebt ist, außergewöhnliche Ergebnisse zu liefern.

Qualifications

• 2-4 Jahre Abschluss in Management Information Systems oder gleichwertige Erfahrung.
• 3-5 Jahre Erfahrung in IT oder Geschäftsfeldern, davon 2+ Jahre bei Kelly.

Responsibilities

• Verwalten von Fällen über das Kelly Incident Management Tool (Helix).
• Koordinieren von Anfragen und Änderungen an VMS-Technologien.

Skills

Analytische Fähigkeiten

Problemlösungsfähigkeiten

Kommunikationsfähigkeiten

Zeitmanagement

Education

Bachelor in Management Information Systems

Äquivalente Erfahrung

Tools

SAP Fieldglass

Beeline

VNDLY

Helix

Job description

Kelly Outsourcing & Consulting Group (KellyOCG) is a leading provider of global talent management solutions, especially in Managed Service Provider (MSP) and Recruitment Process Outsourcing (RPO). We pride ourselves on our unique approach—through our services and the talented people we attract. Our commitment is to help our clients attract exceptional talent, and we seek like-minded, passionate individuals who love delivering outstanding results to join our team.

Required Role Responsibilities:

1. Perform scheduled tasks related to the support of Kelly VMS Technology Applications with minimal supervision.
2. Utilize knowledge of Kelly business processes to meet business and customer needs.
3. Understand the impact of technological changes on current processes.
4. Manage configurations during implementation and Go Live of programs in production.
5. Act as liaison between Kelly Operations and VMS Technology Vendors.
6. Use technical skills, training, and business experience to maintain and support Kelly VMS supported systems.

Primary Daily Responsibilities (Case/Request Management):

1. Manage cases via the Kelly Incident Management Tool (Helix).
2. Assess and assign cases based on VMS technology and effort level.
3. Ensure balanced workload distribution across the team.
4. Use team reference documentation for VMS and program-specific requirements.

VMS Tool Specific Responsibilities:

1. Monitor and manage admin-level VMS change requests to meet business needs.
2. Handle requests from Kelly Operations teams on behalf of customers, including:

Via Beeline Self Service Features:

• User management (add, deactivate, modify)
• Supplier management (add, modify, deactivate)
• Password resets
• Job template management
• Location management
• Client help menu modifications
• Notification management (ANTs)
• Report access and permission management
• Dashboard modifications
• Reason code modifications
• Banner/logo modifications
• Data import operations
• Client-specific configurations (e.g., GL codes)
• Troubleshooting system and reporting issues
• Assess requests, validate changes, test, and communicate updates
• Submit cases to vendors when necessary and escalate issues appropriately

Additional Responsibilities:

• Respond promptly to inquiries via Helix or email.
• Explain application functionalities and their impact on processes.
• Build and maintain professional relationships with customers and vendors.
• Coordinate meetings for case clarification or testing.

Desired Skills/Education:

• 2–4-year degree in Management Information Systems, Business, or equivalent experience.
• 3–5 years’ experience in IT or business fields; 2+ years with Kelly.
• Experience with VMS technologies such as SAP Fieldglass, Beeline, and VNDLY is a plus.
• VMS technology certification (Beeline Level II preferred), obtainable online if necessary.

Other Skills:

• Attention to detail and strong analytical skills.
• Problem-solving ability.
• Ability to follow instructions effectively.
• Strong business knowledge, including staffing.
• Efficient time management.
• Excellent communication skills (verbal, written, listening).
• Ability to prioritize and handle multiple tasks.
• Self-motivated and proactive.