Analyst, System Maintenance (Executive Level)

We are seeking a skilled Analyst, System Maintenance to join our dynamic technology team. The ideal candidate will be responsible for maintaining and optimizing our business-critical systems, ensuring high availability, and providing exceptional technical support to our users. This role requires a proactive problem-solver with strong technical skills and excellent communication abilities.

KEY RESPONSIBILITIES:

a) Business System Monitoring & Incident Management:

• Conduct real-time monitoring of core business systems (e.g., WMS/TMS, CRM, MES) to track their health status and key performance indicators (KPIs).
• Respond promptly to and handle alerts and user-reported incidents via tickets/phone calls from business users (e.g., customer service, warehouse staff, production planners), quickly assessing the business impact scope.
• Execute standardized troubleshooting procedures to perform initial diagnosis and restoration for common business operation issues, including system access, order processing, data queries, and report generation.

b) User Support & Service Request Fulfillment:

• Efficiently and accurately process user service requests within the ITSM ticketing system, such as user account/permission management, basic data maintenance, and business transaction inquiries.
• Adhere to established SLAs to ensure timely response and resolution for all business disruption incidents and service requests.

c) Routine Operations & Deployment:

• Perform standard operational procedures including daily system start-up/shutdown, health checks, and log backups.
• Under guidance, complete application version deployments and updates in test/production environments.
• Document incident handling processes in detail and continuously maintain/update the knowledge base and SOP manuals related to business systems.

d) Issue Escalation & Collaboration:

• For complex technical issues or suspected system bugs beyond independent resolution, clearly and accurately describe the symptom, business impact, and steps taken, then escalate to L2/L3 or development teams.
• Act as a communication bridge between business users and development teams, ensuring accurate and efficient information transfer.

QUALIFICATIONS

• Bachelor’s Degree in Information Technology, Computer Science, Information Systems, Software Engineering, or a related field.
• Experience with system monitoring tools, ITSM platforms (ServiceNow, Jira)
• Minimum 2–4 years of experience in IT Operations, Application Support, System Support, or a similar role.
• Strong problem-solving abilities, excellent communication skills, and ability to work under pressure.
• Experience in manufacturing or logistics industry