System Support Analyst

The System Support Analyst is responsible for providing technical and functional support for the organization’s internal systems, including ERP and manufacturing-related applications. This role ensures smooth day-to-day system operations by troubleshooting issues, assisting users, maintaining system configurations, and coordinating with internal teams or vendors to resolve technical problems.

The ideal candidate combines technical troubleshooting skills with strong business understanding to support operational users effectively.

Key Responsibilities

• System Support & Troubleshooting
• Provide first and second-level support for internal business systems including ERP and manufacturing systems.
• Diagnose, troubleshoot, and resolve system issues reported by users.
• Investigate system errors, data inconsistencies, and process failures.
• Escalate complex issues to internal development teams or external vendors when necessary.
• User Support
• Assist users with system-related inquiries, system usage, and troubleshooting.
• Provide guidance and support to users in departments such as finance, operations, warehouse, and manufacturing.
• Conduct user training and prepare user guides when required.
• Monitor system performance and ensure system availability.
• Support routine system maintenance activities, including upgrades, patches, and configuration changes.
• Ensure system data integrity and assist with data corrections when necessary.
• Incident & Ticket Management
• Manage and track support tickets through the service desk system.
• Ensure issues are documented and resolved within defined service level agreements (SLAs).
• Maintain proper documentation of issues, resolutions, and system changes.
• Business Process Support
• Understand key business workflows such as order processing, inventory, production, and finance transactions.
• Assist in identifying system improvements to enhance operational efficiency.
• Work with business users to gather requirements for system enhancements.
• Coordinate with internal IT teams, developers, and external vendors to resolve technical issues.
• Support system testing for new features, patches, or upgrades.
• Participate in system improvement and implementation projects when required.

Job Requirements

• Bachelor’s Degree in Information Technology, Computer Science, Business Information Systems, or related field.
• 2–5 years of experience in system support, ERP system support, manufacturing systems, or business applications is preferred.
• Strong troubleshooting and analytical skills.
• Basic understanding of databases and SQL queries is an advantage.
• Understanding of system integrations and data flows is a plus.
• Strong problem-solving ability.
• Good communication skills with both technical and non-technical users.
• Ability to work independently and manage multiple issues simultaneously.
• Strong documentation and organizational skills.