System Support Analyst

Role Overview

System Support Analyst

Key Responsibilities

• Triage and manage support tickets, ensuring timely resolution and clear stakeholder communication.
• Set up and maintain project configurations based on commercial documentation.
• Support month-end activities including checks, timesheet compliance, and internal tool management.
• Monitor and maintain data quality across integrated systems.
• Administer contract management systems and track key performance indicators (KPIs).
• Create and maintain Knowledge Base (KB) articles to support internal documentation and self-service.
• Identify and implement process and system improvements to enhance support delivery.
• Collaborate with internal teams to ensure system changes align with business workflows.
• Conduct review calls and prepare reports highlighting support metrics and improvement actions.

Preferred Skills & Tools

• Strong understanding of ITIL practices and service management.
• Experience working with enterprise systems such as

  Oracle, Workday, Salesforce, ServiceNow

  .
• Familiarity with

  ticketing tools, CRM, and ERP systems

  is a plus.
• Must have

  excellent communication skills

  , both written and verbal.
• Strong troubleshooting and stakeholder management capabilities.
• Should be able to work in rotational shifts in a 18x5 environment to ensure complete coverage and timely support.

• 4-5 years of experience in system support roles within MNCs.
• Proven ability to manage time-sensitive and business-critical support issues.
• Strong analytical thinking and attention to detail.
• Experience with service management tools and support operations.

One of our standout advantages is the ability to work with a hybrid schedule along with business travel, allowing our employees to strike a balance between work and life. We also offer a range of tech-related benefits, including an innovative Tech Scheme to help keep our team members up-to-date with the latest technology.