About The Role
As an Application Support Specialist in Regional Hub / Shared Services Centre (SSC) in Mid Valley City, Kuala Lumpur, you will have the opportunity to play a crucial role in ensuring the smooth operation of IT applications within Hyva. You are responsible for providing both technical and functional support, troubleshooting issues, and assisting Hyva colleagues globally in utilizing IT applications effectively to meet our business objectives.
Your key responsibilities will include but not limited to:
- Provide frontline technical and functional support to end-users (Hyva colleagues) globally for various software applications, but mainly Infor LN ERP systems, including troubleshooting issues, answering queries, create user accounts, assign relevant roles, and resolving problems promptly
- Investigate and resolve application-related issues reported by users through various channels such as email, phone, or ticketing system, ensuring minimal disruption to business operations
- Maintain comprehensive documentation of support procedures, troubleshooting steps, and solutions to facilitate efficient issue resolution and knowledge sharing within the global team
- Being part of the team in Kuala Lumpur providing 24h/5d support to Hyva colleagues globally. A shift system will be used
- Monitor the performance and availability of applications, proactively, using technical and functional KPIs agreed with the IT Solution Analysts identifying potential issues or trends to prevent downtime and optimize performance
- Collaborate with cross-functional IT teams including developers, system administrators, and solution analysts to escalate complex issues, implement solutions, and ensure seamless integration of applications with other systems
- Participate in testing activities including regression testing to ensure the reliability, functionality, and usability of new features or updates before deployment
- Based on recurring reported issues, identify and suggest opportunities for process improvements, automation, or enhancements to streamline support operations, increase efficiency, and enhance the overall user experience
- Ensure compliance with relevant IT policies, procedures, and regulations governing the use and management of applications, such as data security and segregation of duty regulations
- Act as a point of contact during emergencies or critical incidents involving applications, coordinating with relevant stakeholders to resolve issues promptly and minimize business impact
- Maintain overview of number of used licenses per application
- In this role you will be collaborating with various stakeholders across the business including our Global functions teams in Netherlands & other parts of the world.
Our Regional Hub supports a hybrid working approach. You will be supporting markets in multiple time zones and some flexibility around working hours will be needed.
You will be joining a newly formed Shared Services Centre team, with opportunities to grow, within Application or wider IT functions.
About You
- Bachelor's Degree in Computer Science, Information Technology, or related field.
- Proven experience in Application Support, Technical Support, or Helpdesk roles
- Hands-on knowledge and experience with a major ERP solution (preferably Infor LN)
- Understanding of ERP systems
- Good communication skills and ability to explain tech concepts to nontechnical users
- Familiarity with ITIL practices.
- High accuracy and attention to detail.
- Ability to work independently and collaboratively in a global team.
- Proficiency in English (written & spoken).
What We Offer
- We care about ecology and are truly sustainable. Not only for the environment but also for social resources.
- We have a highly dynamic and very international work environment.
- We have Great Place to Work certified countries!
- We provide a competitive salary which is adjusted on an annual basis in case of good performance.
- We work hybrid and care about your work-life balance.
- You will find nice extras such as various company activities during the year.
Diversity, Equity & Inclusion (DEI)
- We welcome everyone regardless of origin, gender, age, sexual orientation, philosophical or political conviction, disability etc.
Your Location:
Malaysia Kuala Lumpur (SSC)
Diversity, Equity & Inclusion (DEI)
We are an inclusive employer that welcomes all backgrounds, perspectives, and experiences. Regardless of your origin, gender, age, sexual orientation, beliefs, disability, or political views, we value diversity and believe that unique perspectives drive innovation and success.
Join us and be part of a team where everyone belongs!
