The Business System Support role acts as a bridge between end‑users and the IT department for business‑specific IT applications. The purpose of this role is to ensure optimal system usage by providing high‑quality support, maintaining knowledge resources, and contributing to continuous improvement of processes and tools.
Key Responsibilities
1. User Support
- Receive, assess, and resolve tickets related to business‑specific IT systems.
- Prioritize tasks effectively, especially when multiple items share the same priority level.
- Provide timely, accurate solutions to ensure user satisfaction and business continuity.
- Escalate system issues, bugs, or complex problems to the IT team and follow up until resolution.
- Communicate clearly with end‑users to ensure understanding of solutions and next steps.
2. Knowledge Management
- Create, update, and maintain knowledge articles to support end‑users and internal teams.
- Ensure the knowledge base remains accurate, accessible, and aligned with system updates.
- Participate in projects to proactively prepare documentation for upcoming changes or releases.
3. Training & Enablement
- Deliver system training to end‑users to strengthen their competencies and confidence.
- Provide refresher sessions or update training following system enhancements or new features.
- Support the creation of training materials, guides, and user documentation.
4. Stakeholder Management
- Support internal client relationships by providing clear communication and reliable follow‑up.
- Investigate escalated tickets or requests and provide structured feedback to stakeholders.
- Collaborate with business teams, BPOs, and IT to ensure alignment on issues and improvements.
5. Process Optimization
- Receive, assess, and follow up on change or improvement requests related to business systems.
- Analyze user feedback to identify recurring issues, bottlenecks, or improvement opportunities.
- Collaborate with the BPO and IT teams to design, test, and validate process or system improvements.
- Support implementation activities, including testing, documentation, and communication.
6. Expertise Development
- Build and maintain a solid understanding of business processes, system functionalities, and best practices.
- Stay informed about system updates, new features, and evolving business needs.
- Develop foundational expertise that supports growth into more advanced support or project roles.
Skills & Competencies
- Strong analytical and problem‑solving skills.
- Ability to prioritize effectively in a ticket‑driven environment.
- Clear and professional communication with both technical and non‑technical audiences.
- Attention to detail when documenting knowledge or analyzing issues.
- Customer‑oriented mindset with a focus on service quality.
- Willingness to learn and grow technical and functional expertise.
- Experience in a support, service desk, or system‑related role is an advantage.
- 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 documentation skills, ensuring clarity, traceability, and compliance.
- Strong analytical mindset with the ability to translate data findings into actionable corrections.
- Ability to work independently, manage priorities, and meet agreed timelines.
- Proactive, structured, and process‑oriented working style.
Preferred Skills:
- Technical Knowledge: Prior experience (minimum 1 year) 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 We Offer:
- 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.
- Opportunities for professional growth and development.
