Senior IT & Application Support Specialist

Job Title: Senior IT & Application Support Specialist

Job Summary

The IT & Application Support Specialist is responsible for gathering complex requirements, translating them into technical blueprints, and managing end-to-end system operations using a Hybrid Project Management approach.

This role balances project delivery with heavy involvement in Application Support, acting as the core functional expert for enterprise-grade SAP ERP systems alongside critical business platforms including Dealer Management Systems (DMS), CRM, and Call Center infrastructure.

Key Responsibilities:

1. Business Analysis & Requirements Engineering

• Analyze complex business workflows, conduct requirement-gathering workshops, and effectively map operational processes to technical solutions.
• Translate high-level business needs into detailed functional specifications, process flow diagrams, and Agile User Stories.
• Act as the primary liaison between internal business units, technical support teams, and external vendors.

2. Hybrid Project Management Execution

• Lead end-to-end IT project lifecycles using a Hybrid Methodology, balancing structured Waterfall controls (scope, budget, timeline) with Agile sprints for iterative delivery.
• Manage project backlogs, coordinate sprint planning, monitor key milestones, and proactively mitigate risks to ensure on-time delivery.

3. ERP Application Support & Operations (Primary Focus)

• Oversee the routine functional maintenance, system configuration alignment, and ongoing day-to-day operational application support for SAP ERP core modules (FI / CO / MM / SD).
• Diagnose, troubleshoot, and resolve complex tier-2 and tier-3 functional issues, manage user access authorization, and continuously optimize existing ERP workflows to support Finance, Procurement, and Sales functions.

4. Core Business Applications & Support (Secondary Focus)

• Manage daily application support, system integrations, troubleshooting, and business logic optimizations for critical business platforms including CRM, DMS (Dealer Management Systems), and Call Center infrastructure.
• Lead project implementation, data migration, and integration mapping for newly adopted non-ERP business software.

5. Multi-Channel User Training & Change Management

• Formulate comprehensive end-user training strategies to minimize support tickets and ensure smooth organizational change management during major system rollouts.
• Develop and curate high-quality training assets across multimedia platforms, including standard operating procedures (SOPs), troubleshooting guides, video tutorials, live webinars, and classroom sessions.

Job Qualifications:

Education & Experience

• Education: Bachelor’s or master’s degree in information technology, Computer Science, or a related field.
• Experience: Minimum 5 years of proven experience in IT Business Analysis, system implementation, and IT Application Support.
• System Expertise: Strong background or hands-on support experience working with SAP (FI, CO, MM, or SD modules), DMS (Dealer Management Systems), or CRM systems.

Skills & Competencies

• Methodology: Strong understanding of Hybrid Project Management frameworks and agile document preparation (User Stories).

• Application Support: Proven ability in troubleshooting functional bugs, mapping workflows, and managing system integrations.

• Languages:

  • Excellent professional communication and presentation skills in English.
  • Proficiency in Chinese (Mandarin) is a strong plus (to facilitate effective communication with regional/HQ technical teams).