Job Description

Key Responsibilities

System Operations & Issue Management

• Support the day-to-day operation of the system and work with Helpdesk, technical teams and vendors to ensure system services operate smoothly.
• Monitor and follow up on incidents, service requests and system issues to ensure they are addressed and resolved within agreed SLAs.
• Coordinate investigation and resolution of system issues across Helpdesk, application, infrastructure and product/vendor teams.
• Analyze reported issues, gather relevant information from users and Helpdesk, and assist technical teams and vendors in identifying root causes.
• Track outstanding issues, actions and dependencies and escalate potential SLA breaches or recurring problems where necessary.
• Identify recurring issues and work with relevant teams on preventive measures and longer-term solutions.
• Support incident reviews and maintain appropriate documentation of issues, resolutions and lessons learned.

Requirements Gathering & Business Analysis

• Engage business users and stakeholders to understand business requirements, operational issues and opportunities for system improvement.
• Facilitate discussions and workshops to elicit, analyze and document business and system requirements.
• Translate user requirements and operational needs into clear and actionable functional specifications or change requirements for software vendors.
• Assess proposed system changes and clarify requirements between business users and technical teams.
• Maintain appropriate requirements, process and system documentation.

Vendor & Stakeholder Management

• Serve as a key coordination point between business users, Helpdesk teams and software vendors for operational and system-related matters.
• Work closely with vendors to ensure incidents, defects and change requests are properly understood, prioritized and resolved.
• Track vendor deliverables and follow up on outstanding actions to ensure commitments and service levels are met.
• Maintain regular communication with stakeholders on issue status, planned fixes, system changes and other operational matters.
• Facilitate discussions between business and technical stakeholders where clarification or resolution of issues is required.

Testing & Quality Assurance

• Coordinate and perform functional testing and User Acceptance Testing (UAT) for system fixes, enhancements and changes.
• Develop test scenarios and test cases based on business requirements and reported issues.
• Validate fixes delivered by vendors and confirm that reported issues have been adequately resolved before closure.
• Support regression testing to ensure changes do not adversely affect existing system functionality.
• Document test results, defects and follow-up actions and coordinate their resolution with vendors and technical teams.

Required Skills & Qualifications

• At least 4 years of relevant working experience as a Business Analyst, Associate Consultant, System Analyst or in a similar role.
• Experience working with large organizations or complex business environments is preferred.
• Experience supporting the operation and maintenance of enterprise or business-critical IT systems.
• Experience working with Helpdesk, application support teams and software vendors to investigate and resolve system incidents and issues.
• Good understanding of incident, problem and service request management, including working within defined SLAs.
• Experience gathering, analyzing and documenting business and functional requirements.
• Experience coordinating or performing functional testing and UAT.
• Strong analytical and problem-solving skills, with the ability to investigate issues systematically and coordinate resolution across multiple parties.
• Strong stakeholder engagement and communication skills, with the ability to work effectively with business users, technical teams and vendors.
• Good documentation skills and the ability to communicate technical issues clearly to non-technical stakeholders.
• Bachelor's degree in Information Systems, Information Technology, Engineering, Architecture, Business or a related discipline.

Desirable Skills & Experience

• Experience supporting large-scale digital services or business-critical systems.
• Familiarity with BIM or 3D modelling/viewing software such as Autodesk Revit, BIM Collab or similar tools is preferred.
• Familiarity with Confluence, JIRA or similar tools is preferred.
• Experience with IT service management and incident-tracking tools.
• Understanding of ITIL practices, particularly Incident Management, Problem Management and Change Management.
• Experience working in multi-vendor environments involving application, infrastructure and product vendors.
• Experience analyzing operational trends, recurring incidents and system performance issues.