IT Software/System Integration Coordinator

Job Description: IT Support Analyst

Responsibilities:

As an IT Support Analyst, you will play a vital role in supporting and maintaining the IT systems portfolio within the affiliate. Your responsibilities include:

Support & Maintenance: Register, diagnose, troubleshoot, and resolve L1/L2 system-related issues. Provide timely and effective solutions while collaborating closely with vendors and business stakeholders.
Support Monitoring & Vendor Management: Monitor the list of all open tickets and work with vendors to ensure timely issue resolution within defined Service Level Agreements (SLAs).
Documentation: Maintain up-to-date system documentation, including user guides, best practices, and technical notes.
Feedback Loop: Collaborate closely with IT product owners to provide feedback on potential improvements or adjustments based on user feedback and system analytics.
Security & Compliance: Ensure that user permissions, roles, and profiles are appropriately maintained in alignment with the company's data security and compliance guidelines.
Continuous Improvement: Regularly review existing support processes and suggest recommendations for further improvement.

Desired Skills and Experience:

University degree in Computer Science, Information Systems, or equivalent.
Proficiency in written and spoken English.
Experience in IT within a large multinational company or a company that provides services to multinational companies.
4+ years of experience in an IT support role with a focus on multiple integrated systems.
Experience in supply chain, Logistics Service Provider (LSP), Point of Sale (POS), and ERP-related systems is a plus.
At least one year of experience in vendor management.
Strong problem-solving skills and the ability to work effectively under pressure.
Exceptional communication skills, with the ability to translate complex technical issues into understandable terms.
Ability to work independently, be assertive, process-oriented, self-driven, and think creatively.
Knowledge of ITIL or other IT service management frameworks is advantageous.

As an IT Support Analyst, you will be a key contributor to maintaining and improving IT systems, ensuring they run smoothly and efficiently. Your role is essential in resolving technical issues, improving user experiences, and enhancing overall IT processes.