Job Description
We are looking for a proactive and hands-on IT System Analyst to support and maintain business applications across the organization, with primary focus on the SAP Business One ERP platform
.The role is responsible for ensuring stable day-to-day system operations, supporting business users, maintaining data integrity, and coordinating system improvements across multiple enterprise applications. Approximately 60% of the role will focus on SAP Business One (ERP and CRM functions), while the remaining scope involves supporting other operational systems such as WMS, HRMS, CRM, KEG, and related applications
.This position plays an important role in supporting the organization’s growing system landscape, working closely with business users, internal IT teams, and external vendors to ensure systems remain reliable, well adopted, and aligned with operational needs.
Reporting Line: IT Assistant Manager
Department: Information Technology
Work Arrangement: On-site
Scope: Enterprise systems supporting operations across multiple countries.
Key Responsibilities
- Provide first- and second-level support for enterprise applications including SAP Business One, CRM, WMS, HRMS, KEG, and other related systems.
- Troubleshoot, investigate, and resolve system issues reported by users while ensuring support tickets are properly logged, tracked, prioritised, and closed within agreed timelines.
- Support SAP Business One functional areas including Finance, Sales, Purchasing, Inventory, Production, and CRM modules.
- Perform basic system configuration, parameter maintenance, and assist with system testing, upgrades, and patch validation.
- Gather and analyse document business requirements, workflows, and functional specifications for system enhancements or process improvements.
- Support application enhancement initiatives, system rollouts, upgrades, and improvement projects.
- Coordinate and support User Acceptance Testing (UAT), including preparation of test scenarios, validation of business processes, and post-release follow-up.
- Maintain and monitor master data such as Business Partners, Items, BOMs, pricing structures, and GL accounts to ensure accuracy and data governance.
- Perform periodic data audits, validation, and data cleansing activities to maintain strong data quality across systems.
- Develop and maintain operational reports using SQL queries, Crystal Reports, or other reporting tools, and support ad-hoc data requests.
- Support user account administration including onboarding, offboarding, access management, and role assignments in accordance with IT security policies.
- Conduct user training, system walkthroughs, and refresher sessions to improve user adoption and effective system usage.
- Prepare and maintain documentation including SOPs, user guides, process notes, and system support materials.
- Liaise with vendors, implementation partners, and internal stakeholders to resolve issues, coordinate enhancements, and support system improvements.
- Identify recurring issues, process gaps, or system improvement opportunities and recommend practical solutions to improve operational efficiency.
Key Deliverables
- KPIs Support ticket resolution within agreed service level agreements
- (SLAs)Timely delivery of enhancement requests and system improvements
- High data quality and accuracy for critical master data
- Effective user support and satisfaction across business departments
- Successful coordination and completion of UAT and system changes
- Up-to-date system documentation, SOPs, and training materials
- Continuous identification of system or process improvement opportunities
Qualifications & Experiences
- Diploma or Degree in Information Technology, Business Information Systems, Computer Science or related field
- 2 – 4 years of experience supporting enterprise applications or ERP
- Systems Experience supporting ERP platforms such as SAP Business One or similar systems is preferred.
- Exposure to multiple business applications such as CRM, WMS, HRMS, FSM or operational systems is an advantage.
- Experience working in manufacturing, distribution, or service industry environments is beneficial.
- Exposure to multi-country ERP environments or localization requirements is an advantage.
Skills & Competencies
- Strong understanding of business processes across sales, operations, finance, and supply chain environments.
- Ability to gather and translate business requirements into clear functional documentation.
- Basic configuration knowledge of ERP systems (preferably SAP Business One).
- Working knowledge of SQL queries and reporting tools such as Crystal Reports preferred.
- Familiarity with system integrations, data flows, and application dependencies.
- Strong analytical and problem-solving skills.
- Effective communication skills when working with business users, vendors, and internal teams.
- Ability to manage multiple support requests and prioritize tasks effectively.
- Organized, proactive, and able to work independently in a support environment.
- Willingness to continuously learn and expand knowledge across business systems.