Lead Analyst, Operations

AIA Hong Kong; Kuala Lumpur; On-site; MYR 100,000 - 150,000; Full time

Job summary

A leading financial services provider in Kuala Lumpur is looking for an individual to provide user support and manage service requests. You will be responsible for investigating and resolving incidents related to Financial Accounting and Controlling, using SAP FICO modules. Ideal candidates should have strong problem-solving abilities and a commitment to contributing to an innovative work culture that helps enhance the lives of communities.

Qualifications

• Experience in Financial Accounting and Controlling.
• Knowledge of SAP FICO modules.
• Ability to manage incidents and service requests efficiently.

Responsibilities

• Act as the first line of support for user queries.
• Perform investigation and diagnosis of incidents.
• Provide solutions or workarounds to users.
• Highlight and escalate unresolved incidents.
• Support implementation of SAP FICO modules.

Skills

Financial Accounting (FI)

Controlling (CO)

SAP FICO modules

Incident management

User support

Tools

SAP

Job description

Are you ready to shape a better tomorrow?

AIA Digital+ is a Technology, Digital and Analytics innovation hub dedicated to powering AIA to be more efficient, connected and innovative as it fulfils its Purpose to help millions of people across Asia-Pacific live Healthier, Longer, Better Lives.

If you are hungry and driven to play an active role in shaping a better tomorrow, we want to hear from you. Because the work we do at AIA Digital+ makes a difference in the lives of millions of people, every day. We will equip you with the critical skills, tools and technology, and endless opportunities to learn, contribute and thrive in a dynamic and exciting environment.

If you want to shape a brighter future at AIA Digital+, please read on.

About the Role

• First point of contact to respond to queries from AIA’s Business Users and to provide solutions based on existing knowledge base/ Admin guide.
• Responsible for interacting with users on a day-to-day basis, to understand and log all necessary information required to fulfill service requests and resolve incidents in a timely manner.
• Act as the first line of support, responsible for communicating with users to understand, log, categorize and prioritize Incidents & Service Requests (SR) accurately.
• Perform investigation and diagnosis of incidents with references to existing knowledgebase/ problem management/ list of known errors.
• Provide solutions or workarounds to users to resolve tickets within stipulated Service Level Agreement (SLA).
• Highlight and highlight recurring Incidents which are similar in nature.
• Escalate Incident and Service Request tickets which are unable to be resolved to appropriate next-level resolver group.
• Escalate and highlight Incidents that are at risk of breaching SLA to Team Lead.
• Closely follow up with outstanding Incidents and Service Requests up till closure.
• Provides specialized expertise in Financial Accounting (FI) and Controlling (CO).
• Supports the implementation of SAP FICO modules, ensuring integration with other SAP modules.
• Develops a comprehensive understanding of our broader SAP ecosystem by learning and supporting various SAP modules in day-to-day operations.
• Works closely with business departments to understand their requirements and recommend process improvements within SAP, providing high-quality deliverables.

Build a career with us as we help our customers and the community live healthier, longer, better lives.

You must provide all requested information, including Personal Data, to be considered for this career opportunity. Failure to provide such information may influence the processing and outcome of your application. You are responsible for ensuring that the information you submit is accurate and up-to-date.