The Advanced Business System Support role serves as an advanced intermediary between end‑users and the IT department for business‑specific IT applications. This role provides comprehensive support, manages knowledge resources, contributes to project execution, and acts as a point of contact within the team. In addition, the role includes coaching responsibilities to help develop junior colleagues. The goal is to ensure optimal system usage, continuous improvement, and strong collaboration across business and IT teams.
Key Responsibilities
1. User Support
- Receive, assess, and resolve complex tickets related to business‑specific IT systems.
- Handle requests coming both directly from end‑users and via colleagues.
- Prioritize effectively when multiple tasks share the same urgency level.
- Provide timely, accurate solutions to support business continuity and user satisfaction.
- Escalate system issues, bugs, or complex problems to IT and follow up until resolution.
- Communicate clearly with users to ensure understanding of solutions and next steps.
2. Knowledge Management
- Create, update, and maintain knowledge articles to ensure an accurate and accessible knowledge base.
- Contribute proactively to documentation during projects to prepare for upcoming changes.
- Ensure knowledge resources reflect best practices, system updates, and process changes.
3. Training & Enablement
- Deliver specific, targeted system training to end‑users, especially within project contexts.
- Support the creation of training materials, guides, and documentation.
- Ensure users remain informed and capable following system updates or new functionalities.
4. Stakeholder Management
- Support internal client relationships through clear communication and reliable follow‑up.
- Investigate escalated tickets or requests and provide structured feedback to stakeholders.
- Collaborate closely with business teams, BPOs, and IT to ensure alignment on issues and improvements.
5. Process Optimization
- Participate in the definition, preparation, and planning of assigned projects (e.g., M&A initiatives).
- Execute project tasks such as testing, validating configurations, and delivering training.
- Ensure project deliverables are completed within agreed timelines and quality standards.
- Act as a functional point of contact for project‑related topics.
6. Expertise Development
- Develop and maintain an extensive understanding of business processes, system functionalities, and best practices.
- Stay informed about system updates, new features, and evolving business needs.
- Build product and market insights relevant to the supported systems.
- Serve as a subject‑matter resource for colleagues and stakeholders.
7. Project Participation
- Participate in the definition, preparation, and planning of assigned projects (e.g., M&A initiatives).
- Execute project tasks such as testing, validating configurations, and delivering training.
- Ensure project deliverables are completed within agreed timelines and quality standards.
- Act as a functional point of contact for project‑related topics.
Skills & Competencies
- Technical & Functional Skills
- Strong understanding of business processes and system interactions.
- Ability to troubleshoot complex issues and translate them into actionable solutions.
- Experience with incident, change, and knowledge management processes.
- Ability to participate in and support system‑related projects.
- Analytical & Problem‑Solving Skills
- Ability to analyze feedback, identify patterns, and propose improvements.
- Strong critical thinking and structured problem‑solving capabilities.
- Communication & Collaboration
- Clear, professional communication with both technical and non‑technical audiences.
- Ability to manage expectations and maintain strong stakeholder relationships.
- Skilled in delivering training and explaining complex topics in an accessible way.
- Leadership & Coaching
- Ability to mentor junior colleagues and support team development.
- Comfortable acting as a point of contact and supporting team coordination.
- Personal Attributes
- Customer‑oriented mindset with a focus on service quality.
- High level of autonomy and accountability.
- Proactive, organized, and detail‑oriented.
- Willingness to continuously learn and expand expertise.
Experience & Background
- Ability to request and gather missing information in a structured and professional manner.
- Clear and concise communicator able to work effectively with HR and business stakeholders. Ability to request and gather missing information in a structured and professional manner.
- Strong critical thinking and structured problem‑solving capabilities.
- Strong documentation skills, ensuring clarity, traceability, and compliance.
- Ability to work independently, manage priorities, and meet agreed timelines.
- Proactive, structured, and process‑oriented working style.
Preferred Skills:
- Technical Knowledge: Prior experience (minimum 2 years) with Workday is a must.
- Strong knowledge of Workday HCM, including reporting, data loads, and business processes.
- Ability to build and interpret Workday reports (Advanced, Matrix, Composite reporting experience is a plus).
- Fluent in English
- Able to work with confidential information in a mature way.
WHAT’S IN IT FOR YOU
- A family atmosphere , people-centric culture, where your emotional and physical well-being matters.
- A challenging and rewarding opportunity to lead a global data engineering team.
- The chance to work with cutting-edge technologies and contribute to impactful projects.
- A dynamic and collaborative work environment.
- A company of great colleagues with a global mindset, where you feel welcomed from day one.
- A competitive salary , medical insurance for family , retirement benefits
- Flexible working hours and a healthy work – life balance
- Hybrid work schedule
- Internal career opportunities, professional development, including access to LinkedIn Learning and many in-house/external training courses.
PEOPLE ARE AT OUR HEART
TVH is a global business with a family atmosphere, where people are at the center. We value clarity, mutual respect, kindness and open communication. Our people are down-to-earth, easy to work and engage with. We welcome differences and celebrate new ideas.
ABOUT TVH
TVH is a parts specialist for quality parts and accessories for material handling, industrial vehicles, and construction and agricultural equipment. Working at TVH is opting for a company that excels as an international market leader and is well-known for its unstoppable craving for innovation.
