Roles & Responsibilities
The person will serve as the IT Subject Matter Expert (SME) for Etika's business domain system applications, including the Vending Operations System (VOS) and ERP systems.
The person will be the application owner and provide support for the following solutions and systems:
- Primary: Vending Operations System (VOS)
- Secondary: ERP Finance (AP/AR/GL/FA)
- Any new or emerging technologies that support Finance, Controlling, and Reporting.
The role requires strong SQL skills for data analysis, reporting, troubleshooting, and system support.
In addition to the responsibilities above, the person may choose to participate in exciting new projects or initiatives to further develop and expand his/her knowledge, skills, and professional exposure.
Accountabilities
1. Application Maintenance (Operations & Support)
- Serve as the application owner and primary point of accountability for VOS and related business process applications.
- Provide secondary support and backup coverage for ERP Finance applications (AP, AR, GL, and Fixed Assets), working closely with the ERP Application Owner to ensure operational continuity.
- Establish and maintain effective working relationships with appointed AMS vendors.
- Lead and coordinate Level 1, Level 2, and Level 3 support activities in collaboration with AMS vendors to meet agreed Service Level Agreements (SLAs) and Key Performance Indicators (KPIs).
- Investigate and analyze incidents to identify root causes and implement long-term solutions to prevent recurrence.
- Manage, review, and drive system enhancements, change requests, and continuous improvement initiatives.
- Review and validate solutions proposed by AMS vendors to ensure quality, compliance, and alignment with company standards and strategic direction.
- Maintain and update all relevant documentation, including functional specifications, operational procedures, and support playbooks.
- Conduct regular service review meetings with AMS vendors to assess performance against SLAs and KPIs and implement corrective actions where required.
- Prepare and deliver accurate reports on incidents, change requests, system performance, and ITSM metrics to business users and management.
- Ensure compliance with Group IT Service Management (ITSM) policies, procedures, and tools for managing incidents, changes, problems, and service requests.
2. Application Development (Projects)
- Act as the IT SME and Project Lead for VOS-related initiatives throughout the entire application development lifecycle.
- Gather, document, and analyze business requirements and design solutions aligned with Group IT standards and architecture.
- Coordinate and manage testing activities, ensuring timely completion in accordance with project timelines and testing strategies.
- Conduct end-user training sessions and prepare deployment and cutover plans to support successful system implementation.
- Provide post-implementation support and promptly resolve issues during stabilization periods.
- Deliver timely, accurate, and actionable project status updates to stakeholders and project management teams.
- Ensure compliance with the Group IT Project Management Framework and governance requirements.
Key Performance Indicators (KPIs)
- Maintain VOS solutions and associated IT components at optimal performance levels in accordance with agreed SLAs.
- Ensure incidents and operational issues are resolved within established SLA targets and ITSM guidelines.
- Effectively manage change requests, enhancements, and system improvements in compliance with ITSM policies.
- Successfully lead and participate in assigned projects, delivering expected business outcomes within scope, timeline, and quality standards.
- Continuously develop technical expertise and stay current with emerging technologies relevant to assigned responsibilities.
- Proactively manage AMS vendors to ensure service quality, alignment with company objectives, and delivery of measurable business value.
Requirements
Experience & Technical Competencies
- Minimum 5 years of experience in IT application development, application support, or a combination of both.
- Strong database and SQL expertise, including:
- Solid understanding of relational database concepts.
- Advanced knowledge of Microsoft SQL Server and SQL development.
- Proficiency in SQL scripting, data extraction, transformation, and analysis.
- Experience with job scheduling, automation, and monitoring tools such as SQL Server Agent and batch processing.
- Ability to troubleshoot job failures, analyze logs, and resolve data processing issues.
- Experience in developing and maintaining stored procedures and database-related documentation.
- Minimum 5 years of experience in the FMCG industry is preferred; however, this requirement may be waived for highly motivated candidates with a strong learning mindset.
- Hands-on experience with ERP systems such as SAP, Microsoft Dynamics, Infor M3, or equivalent enterprise solutions is an advantage.
- Experience managing multiple vendors and cross-functional teams in delivering and supporting IT solutions is advantageous.
- Knowledge of IT Service Management (ITSM) best practices, including Incident Management, Change Management, Problem Management, and Service Request Fulfilment.
- Excellent written and verbal communication skills in English.
- Experience participating in at least one full IT project lifecycle implementation.
- Professional certifications such as ITIL, PMP, or equivalent are an added advantage.
Soft Skills
- Strong communication and interpersonal skills.
- Excellent stakeholder management and facilitation abilities.
- Self-motivated, independent, and results-oriented.
- Strong analytical, problem-solving, and conflict-resolution skills.
- Ability to perform effectively in fast-paced, high-volume environments.
- Confident in expressing ideas and advocating for solutions that support business objectives.
Education
- Bachelor's Degree in Information Technology, Computer Science, Engineering, Accounting & Finance, or an equivalent qualification.
