Enterprise Business - System & Digitalization Support (Contract)

Job Description

Responsible for governing, supporting, and enhancing digital system operations within the EB Solution Support framework. It ensures service reliability, SLA adherence, and operational efficiency through proactive issue management, vendor coordination, and continuous process automation. The role focuses on identifying system gaps, implementing interim and long-term automation solutions, and collaborating with stakeholders to streamline workflows, improve data accuracy, and deliver consistent, high-quality support for business operations.

Responsibilities

Drive System Enhancements and Improvements

• Analyze current system workflows to identify gaps, inefficiencies, or recurring issues.
• Engage with end-users and stakeholders to gather feedback on system usability and improvement areas.
• Recommend and document enhancement proposals aligned with business needs and operational goals.

Monitor, Investigate, and Manage System Issues Affecting EB Sales, Dealers, and Related channels

• Track system performance and incident trends to proactively detect potential issues.
• Perform root cause analysis on reported issues and coordinate resolution efforts.
• Ensure timely updates and closure of incidents in accordance with SLA requirements.

Coordinate with Vendors and Stakeholders

• Act as liaison between users and vendors.
• Track issue resolution, fixes, and deployments.
• Validate solutions with internal teams.

Gather and Translate Business Requirements

• Collect requirements from multiple sources including users, reports, and operational data.
• Differentiate between user requests and underlying business needs.
• Document clear and structured requirements for development or system enhancement initiatives.

Support System Initiatives and Improvements

• Assist in planning and implementing system upgrades, migrations, and enhancements.
• Participate in testing activities to ensure solutions meet business requirements.
• Contribute to continuous improvement efforts, including automation and process optimization.

Data Analytics & Reporting

• Compile and analyze operational data for weekly, monthly, and quarterly reporting.
• Highlight key issues, trends, and performance metrics to management.
• Provide recommendations to improve efficiency, service quality, and system reliability.

Data Analytics & Visualization

Automation

• Responsible to perform development for task that requires automation.

Requirements

• 3–5 years of relevant working experience.
• Educational Background (Preferred):
• Computer Science / Software Engineering – Strong foundation in system architecture, programming, and logical problem-solving. Knowledge of automation (e.g., JavaScript) and technical troubleshooting is an advantage.
• Information Technology (IT) – Practical expertise in systems, networks, and application support. Well-aligned with system monitoring, incident management, and deployment activities.
• Information Systems / Business Information Systems – Combines business and technical knowledge, making it highly relevant for requirements gathering, stakeholder management, and digital product enhancement. Exposure to automation technologies is an added advantage.
• Experience in supporting and maintaining digital systems or enterprise applications.
• Proven experience in incident management, issue tracking, and root cause analysis.
• Experience working with external vendors to support system maintenance, issue resolution, and application deployments.
• Experience in gathering, analysing, and documenting business and system requirements.
• Experience in process improvement and automation initiatives, including scripting and workflow optimisation.
• Experience preparing operational reports and presenting insights and recommendations to stakeholders.
• Strong analytical, critical thinking, and problem-solving skills.
• Basic to intermediate technical proficiency in areas such as JavaScript, system logic, and data handling.
• Strong stakeholder and vendor management capabilities.
• Ability to translate business requirements into clear technical specifications.
• Excellent communication, documentation, and presentation skills.
• Strong time management skills with the ability to manage multiple priorities in a fast-paced environment.