IT Support Executive

JOB OVERVIEW

Required an experienced IT Executive to support and enhance the Company's enterprise applications and end-user systems and act as a bridge between business users and technical solutions.

The role will focus on application support, business requirement analysis, coordination of small to medium IT projects and hands-on experience with reporting, analytics, and enterprise collaboration tools.

RESPONSIBILITIES

a) Enterprise Application Support

. Provide Level 1 and Level 2 support for enterprise applications including:

• SAP S/4 HANA
• Freshworks / Freshdesk
• Servigistics (Spare Parts Management),
• Microsoft Office 365 applications including SharePoint and Teams

. Perform incident handling, basic troubleshooting, user assistance, and coordination with higher-level support or vendors when required.

. Monitor application performance and recommend system improvements to enhance operational efficiency and user experience.

. Support user account administration, system access, and permissions management.

. Maintain system documentation, user guides, SOPs, and knowledge base articles.

b) Reporting& Data Support

. Support business reporting requirements using tools such as:

• Power BI
• SAP Analytics Cloud (SAC)
• SQL queries

. Assist in data extraction, report generation and basic dashboard maintenance.

. Support data validation and troubleshooting activities to ensure reporting accuracy.

c) Business& Project Coordination

. Work closely with business users to gather and document system enhancement requirements.

. Assist in preparing functional specifications, testing scenarios, and project documentation.

. Coordinate User Acceptance Testing (UAT) and support end-user training activities.

. Support implementation and enhancement projects by coordinating with vendors and internal stakeholders.

. Track risks, issues, and dependencies and provide regular project status updates.

. Take ownership of small-scale IT projects, where assigned.

d) Operational Support

. Provide day-to-day application support and user assistance.

. Monitor system performance, troubleshoot issues, and recommend continuous improvements.

. Maintain system documentation, user guides, and operating procedures.

. Ensure IT support tickets and requests are properly tracked and updated.

REQUIREMENTS

. Bachelor's Degree or equivalent in Computer Science/Information Technology or related discipline.

. Minimum3 to 5 years of relevant IT experience, preferably in enterprise IT application support.

. Hands-on experience with:

• Servigistics (Spare Parts Management and inventory planning)
• Freshdesk or similar ITSM/ticketing tools
• SharePoint
• SAP Analytics Cloud (SAC) or similar analytics/reporting platforms such as Power BI etc.

. Basic understanding of SQL queries and reporting tools.

. Experience in user support, troubleshooting, and system coordination.

. Good analytical, problem-solving, and communication skills.

. Ability to work independently and collaboratively in a fast-paced environment.

. Strong interpersonal and communication skills with ability to present complex technical information clearly and concisely.

. Understanding of inventory planning and supply chain concepts will have an added advantage.