Lead Analyst, Operations (SAP FICO Support)

AIA Digital+; Kuala Lumpur; On-site; MYR 60,000 - 80,000; Full time

Job summary

A leading financial services company in Kuala Lumpur is seeking a Lead Analyst for Operations focusing on SAP FICO support. The ideal candidate will act as the first line of support, handling user incidents and service requests, providing solutions within agreed Service Level Agreements. A Bachelor's degree in Finance or IT, along with strong knowledge of SAP FICO modules and related skills, are essential. Excellent communication and interpersonal skills are required for effective stakeholder engagement.

Qualifications

• Bachelor’s degree in accounting, Finance, IT or a related field is required.
• Experience using ITSM tools will be an advantage.
• Strong understanding of SAP FICO modules and their integration.

Responsibilities

• Act as the first line of support for users.
• Communicate with users to log, categorize, and prioritize incidents.
• Provide solutions or workarounds to resolve tickets.

Skills

Financial Accounting

Controlling

Interpersonal skills

Troubleshooting

Communication

Education

Bachelor’s degree in accounting, Finance, IT or related field

SAP Certifications (Financial Accounting or Management Accounting)

Tools

Microsoft Office

SAP FICO

Job description

Lead Analyst, Operations (SAP FICO Support)

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 escalate 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.

Requirements

Bachelor’s degree in accounting, Finance, IT or a related field is required or other relevant discipline.

Experience using ITSM tools (i.e. Ticketing Tools) will be added advantage.

SAP Certifications such as SAP Certified Application Associate – Financial Accounting or Management Accounting or other will be considered a plus.

Strong understanding of SAP FICO modules and their integration with other SAP modules.

Ability to troubleshoot and resolve SAP FICO-related issues.

Technical skills

Microsoft Office

SAP FICO

SLA familiarity and performance driven work culture.

Excellent interpersonal skills to rapidly develop robust relationships across all key stakeholders.

Ability to diagnose and resolve basic technical issues.

Good communication and presentation skills.

Resourceful, independent and result oriented.