Commercial System Support

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.

Education: Bachelor’s degree in Business, IT, or related field.

Industry Experiences: Experience in FMCG or commercial operations is a pluc.

Position Experiences: 1–2 years in business analysis, digital/tech support, or commercial system support.

Computer:

• MS Office (Excel, PowerPoint), Power BI, and basic data querying (SQL / Power Query preferred)
• Familiarity with Salesforce or other CRM/DMS tools.
• Experience using ticketing systems (Jira, ServiceNow).

Others requirement:

• Analytical thinking and attention to detail.
• Good communication and teamwork.
• Eager to learn and adapt to new digital systems.
• Detail-oriented, proactive