System Analyst

Duties & Responsibilities

  1. Support overall business processes and end-users through system configuration, monitoring of daily operations, and issue resolution, including:
    • Maintaining POS promotions and menu setup across stores and platforms.
    • Assisting in the implementation and support of POS/SSK/SCO/KDS/ECOM projects.
    • Performing UAT testing for change requests (CR) and system enhancements.
  2. Participate in and assist key users with testing new functionalities, while documenting and retaining ERP knowledge.
  3. Develop and maintain system documentation and procedures to ensure business needs are met.
  4. Provide Level 2 support to end-users via phone, email, and support portal, and assist support teams in backlog clearance.
  5. Report and communicate progress updates, status, and issues to the Team Lead; follow up with relevant parties to ensure resolutions are properly logged in the support portal.
  6. Escalate issues in accordance with SLA/WLA requirements; highlight unresolved matters to the Team or Vendor before deadlines.
  7. Document issues and troubleshooting outcomes concisely in the relevant tracking systems and knowledge guides.
  8. Prepare Root Cause Analyses (RCA) and/or incident reports for management review.
  9. Ensure tasks are completed within timelines, meeting or exceeding required quality standards.
  10. Perform any other related duties assigned by management, subject to periodic review.

Job Requirements

  • Possess at least an Advanced Diploma or Bachelor’s Degree in Computer/Software Engineering, Computer Science/Information Technology, or a related field.
  • Preferably with system knowledge in POS, Kiosk, NAV, MS SQL, Mobile Applications, E-Commerce, and DynamoDB.
  • Working experience in the retail industry is an added advantage.
  • Fresh graduates are encouraged to apply.
  • Strong attention to detail with the ability to follow specific procedures and instructions.
  • Self-motivated, proactive, and able to work independently with minimal supervision.
  • Willing to work in office based at Bukit Jelutong, Shah Alam