Application Support Analyst (Mandarin Speaking DMS/SFA)

Role Description

• Provide dedicated frontline/key-user support for DMS/SFA in Malaysia, with BAU application support as the primary responsibility and UAT/project rollout support as a secondary responsibility
• Act as the first point of contact for DMS/SFA issues from distributor, sales and business users
• Troubleshoot and validate issues before escalation
• Identify whether issues related to user/process, configuration, master data, device/connectivity, integration or system defects
• Collect screenshots, error details, transaction information, and other evidence
• Log, categorise, track, and follow up tickets with L2/L3 and Danone IT
• Coordinate fixes/workarounds, perform retesting, update users and support ticket closure
• Support approved user access, basic setup, configuration and operational queries
• Maintain FAQs, troubleshooting guides, support documentation and knowledge articles
• Monitor recurring issues and provide regular ticket/support reporting
• May expand the role to other applications / other country

UAT & Project Support - Secondary

• Support preparation and execution of UAT, end to end and regression test
• Document defects and track them through JIRA/support workflow
• Retest fixes and support UAT readiness
• Support distributor rollout activities including:

1. User Onboarding and Training

2. Device/system readiness

3. Pilot and Go Live Support

4. User handholding

5. Hypercare and stabilisation

6. Transition from Project Support into BAU

Note:

Monday to Friday - Onsite at Gardens Mid Valley

Weekend (Saturday & Sunday) remote support within Klang Valley

Language required - Mandarin & English