We are supporting a global service provider in their search for a talented Systems Support Analyst to join their Business System Team based in Manila.

As the Systems Support Analyst, you will be responsible for covering the Asian and European time-zones depending on business needs.

The Systems Support Analyst will be responsible for providing technical and functional support for Relo Assist (RA) and other business systems used in the EMEA and Americas regions. The role will involve managing daily operations, configuring systems, resolving defects, and supporting business processes. The successful candidate will be customer-facing and play a critical role in ensuring efficient business operations.

Key Responsibilities:

• Manage and support Relo Assist and other business systems across EMEA and Americas regions.
• Provide technical solutions to business challenges within RA and other systems.
• Configure and maintain Relo Assist, including setting up templates (email and invoice templates).
• Resolve defects and manage change requests related to RA and other systems.
• Support user acceptance testing (UAT), system integration testing (SIT), and smoke testing for RA and related systems.
• Develop test cases for RA and other business systems.
• Gather requirements in collaboration with stakeholders and business analysts.
• Create operational reports, including key financial data reports.
• Provide user training for new system users.
• Assist developers with Salesforce data feeds and API integrations.
• Participate in Salesforce monthly update regression testing.
• Manage RA BAU (business as usual) activities and perform Salesforce BAU tasks.
• Handle system enquiries and workflows.
• Develop and update user manuals and standard operating procedures (SOPs).
• Provide exceptional customer service and technical expertise to business users.
• Recommend and implement solutions to improve business processes and issues.

Required Skills and Experience:

• Prior experience in functional support of business systems, especially Relo Assist and Salesforce.
• Strong customer-facing and stakeholder management skills.
• Ability to manage multiple priorities and work effectively under pressure.
• Proficiency in creating test cases, managing workflows, and resolving system defects.
• Experience in managing business operations and technical aspects of business systems.
• Excellent communication skills, both written and verbal.

Capabilities:

• Configure and support RA and other business systems for BAU and project work.
• Provide prompt resolution of cases and technical expertise to end users.
• Create and maintain documentation such as user manuals and SOPs.
• Gather requirements and provide recommendations to enhance business processes.
• Deliver exceptional customer service to internal stakeholders.
• Set up requested templates and generate reports as needed.

Hybrid Work Policy:
This position required 3 days per week to be based in the Metro Manila office and flexibility is key to covering the required time-zones.