Purpose of this position: The role is responsible for supporting business requirement gathering, documenting processes, coordinating system enhancement projects, and providing operational support to ensure smooth usage of commercial digital systems.
RESPONSIBILITIES:
1. Business Requirement & Analysis
- Collaborate with stakeholders (Sales, Marketing, RTM, etc.) to collect and document business requirements.
- Analyze current workflows to identify pain points and improvement opportunities.
- Prepare clear and detailed documentation, including Business Requirements, User Stories, and Flow Diagrams.
- Translate business needs into clear specifications for the technical team.
- Act as a Product Owner and system trainer, supporting user training sessions and promoting effective adoption of commercial systems.
2. Project Coordination & Execution
- Support tracking of project timelines and deliverables.
- Coordinate with cross-functional teams to ensure requirements are clearly communicated and implemented.
- Assist in preparing change requests for process or system enhancements.
3. System Testing & Implementation
- Conduct initial application testing and support UAT with business teams.
- Participate in training, deployment, and post-launch follow-up activities.
4. Operational & User Support
- Provide first-line support for system users (e.g., Salesforce, DMS, or other internal systems ABI ONE platform).
- Manage user access and ensure compliance with business continuity guidelines.
- Track and escalate system issues via ticketing tools (Jira, ServiceNow).
- Ensure high system uptime and user satisfaction by providing timely support and meeting defined ticket resolution SLA.
- Drive adoption of commercial systems while maintaining clear, accurate, and up-to-date system documentation.
5. Data & Insights Support
- Responsible for creating, maintaining, and improving documentation for internal systems and applications, ensuring clarity, accuracy, and alignment with technical and business requirements.
- Prepare reports and PowerBI dashboards.
- Support performance tracking and identify trends or improvement areas from user data and ticket reports.
