Job Description

We are seeking a Senior Business Solutions Specialist to manage day-to-day operational support, drive business-as-usual (BAU) delivery excellence, and collaborate closely with both business stakeholders and technical vendors. This role sits at the intersection of business operations and technology, ensuring seamless support of mission-critical systems (especially Point of Sale) while identifying opportunities to streamline and automate repetitive operational work.

The successful candidate will have strong technical capability (especially SQL expertise), excellent problem solving skills, stakeholder management experience, and a continuous improvement mindset.

Job Responsibilities

1. BAU Management & Operational Support

• Own and manage day-to-day operational activities across business systems to ensure high-quality, reliable service delivery.
• Triage, track, and resolve operational support tickets; coordinate timely resolution or escalation where needed.
• Oversee user account provisioning, access management, and authentication tasks in line with security policies.
• Act as the primary support liaison for system incidents, outages, and user enquiries.
• Ensure BAU operational metrics and KPIs are met consistently by monitoring trends and taking corrective action.

2. Point of Sale (POS) Systems & Vendor Coordination

• Manage the health and performance of Point of Sale (POS) systems used across the FMCG network.
• Partner with the external vendor responsible for POS support to resolve issues, implement fixes, and improve performance SLAs.
• Validate vendor deliverables, track service quality, and ensure contractual obligations are met.

3. SQL & Technical Expertise

• Write, optimize, and maintain SQL queries for data extraction, reporting, troubleshooting, and operational analytics.
• Provide analytical support by mining system logs, transaction data, and performance metrics to solve operational problems.
• Collaborate with technical teams to validate data integrity and investigate data-related issues.

4. Process Optimization & Automation

• Continuously identify repetitive, manual, or error-prone tasks within BAU support and propose automation or simplification solutions.
• Partner with automation developers or internal IT teams to scope, test, and deploy enhancements.
• Document operational procedures, configurations, and improvements to support knowledge transfer and reduce error rates.

5. Stakeholder Engagement & Change Management

• Build and maintain trusted relationships with business users, operations teams, and cross-functional stakeholders.
• Facilitate requirement gathering for change requests related to operational systems, ensuring alignment with business goals.
• Support planning, communication, and rollout of changes affecting users or operational processes.

6. Reporting & Continuous Improvement

• Prepare operational reports, trend analyses, and insights for senior leadership.
• Recommend and help implement best practices that improve service delivery, reduce incidents, and enhance user satisfaction.
• Lead or participate in cross-functional meetings to share insight, drive alignment, and capture BAU requirements.

Job Requirements

• Bachelor’s degree in Information Technology, Computer Science, Business, Engineering or related discipline.
• 5+ years of experience in business/IT operations, system support, or BAU delivery roles.
• Prior experience supporting POS systems, enterprise applications, or critical business systems is preferred.

Technical Skills

• Strong SQL expertise with ability to craft complex queries and interpret results for operational support and analytics.
• Familiarity with ticketing systems (e.g., ServiceNow, JIRA, Zendesk) and ITSM processes.
• Understanding of account and access management principles.
• Experience supporting or administrating operational systems in a mission-critical environment.

Business & Interpersonal Skills

• Excellent communication and stakeholder management capabilities.
• Strong problem solving, analytical thinking, and attention to detail.
• Demonstrated ability to manage and prioritise multiple concurrent operational demands.
• A proactive mindset focused on continuous improvement and simplification of operational processes.

Preferred Skills

• Knowledge of automation tools (e.g., Power Automate, UiPath, Python scripts).
• Experience with data visualization or reporting tools (e.g., Power BI, Tableau).
• Exposure to retail/FMCG technology stacks, ERP or POS ecosystems.