Business Systems Support Analyst

NCC Group; Manila; On-site; PHP 558,000 - 781,000; Full time

Job summary

NCC Group in Manila is seeking a Business Systems Support Analyst to maintain and improve our global business applications, with a primary focus on Salesforce and Workday. You will deliver timely user support, assist with system implementations and training, and collaborate with IT teams to uphold SLAs.

You will build and maintain knowledge base articles, investigate defects (including basic SQL queries), and look for automation opportunities to streamline customer service processes.

Qualifications

• Analytical mindset capable of resolving complex problems.
• Accountability and ownership of technical issues.
• User-focused and able to engage with users and advocate their needs.
• Effective communication of business changes and processes.
• Confidence communicating complex technical issues to diverse audiences.
• Strong interpersonal skills with ability to maintain relationships across teams.

Responsibilities

• Provide user support for bespoke business applications and resolve end-user queries.
• Maintain knowledge base articles to aid future requests.
• Investigate, analyze, and document defects; may query databases with SQL.
• Suggest resolutions and document major incidents.
• Identify opportunities to automate processes in customer service.
• Escalate system changes to Product Support and data issues to relevant teams.
• Create scheduled reports and audit user activity; perform data distribution.
• Assist with system implementations and training.

Skills

Analytical mindset

Ownership of technical issues

User-focused

Effective communication

Interpersonal skills

Tools

SQL

JavaScript

Job description

Business Systems Support Analyst

Department: IT

Employment Type: Full Time

Location: PHL Manila

Description

As an Application Support Analyst, you will play a crucial role in ensuring smooth operations and user satisfaction by providing timely and effective support for our global business applications. Your primary focus will be on Salesforce and Workday, but you may also work with other bespoke applications.

Key Responsibilities

• User Support:
  • Work with tools provided to deliver user support for bespoke business applications.
  • Respond to queries and challenges from end-users, ensuring timely resolution.
  • Maintain a high level of customer service and adhere to agreed Service Level Agreements (SLAs)
  • Compile ticket status reports for business stakeholders.
• Knowledge Base Management:
  • Create and maintain knowledge base articles in the helpdesk tool.
  • These articles will aid in swift resolution of future support requests.
  • Ensure alignment with the IT service model and delivery against agreed SLAs.
• Issue Investigation and Documentation:
  • Investigate, analyse, and document reported defects. This may involve using SQL select statements to query databases.
  • Offer suggestions for resolution.
  • Support the documentation of incident reports during major incidents.
• Automation and Process Improvement:
  • Identify opportunities to automate processes within the customer service function.
  • Make appropriate suggestions to your line manager.
  • Collaborate with technical teams and customers to resolve technical issues.
• Escalation and Change Requests:
  • Escalate system change requests to the Product Support team for evaluation.
  • Escalate data-related issues to the appropriate teams.
• Reporting and Data Distribution:
  • Use provided scheduler tools to create scheduled tasks for report distribution.
  • Run audit reports for users and interrogate the database when necessary.
• Travel and Other Duties:
  • Assist with system implementations and training.
  • Undertake other duties as directed by the Line Manager.

Skills, Knowledge & Expertise

Minimum Requirements:

• Analytical mindset with the ability to resolve complex problems.
• Takes accountability and ownership of technical issues
• User-focused, with the ability to interact with users and champion their needs.
• Effective communication of business change and processes.
• Confidence in communicating complex technical issues to various audiences.
• Strong interpersonal skills, with a proven ability to maintain positive relationships and effective communication with various teams around the business

Desirable Requirements:

• SQL querying skills (desirable).
• Basic JavaScript expressions (desirable).
• Application bug diagnostics (desirable), including log analysis.