Systems Support Analyst, Business Applications
Provide support to FBAP and all operating companies in the Asia Pacific region. Applications are Salesforce.com (SFDC) Sales Cloud with in-house developed systems. Participate in implementation / enhancement projects to plan, coordinate, and liaise with users on system requirement gathering, solutioning, design & documentation. Primary focus of the applications supporting in areas of: Sales and Marketing Process (including Sales Outlook and Sales Channel Process, Campaign, and other Marketing related CRM Customer Relationship Management Business Operations)
Role Description
- Provide systems support according to the business units'SLA of Asia Pacific region:
- Provide Function Support and System Development for CRM (e.g., Salesforce CRM Sales Cloud, and 1st level trouble shooting integration issues with back office systems) Technical Support & System Development includes but not limited to develop new or modify existing applications
- Provide Support on System Simulation, Unit Testing and User Acceptance Testing
- Provide Deployment to Test & Production
- Perform Production Support and System Analysis/Troubleshooting, and work with vendors for the escalated production issues or change requests.
- Update system documentation for changes effected
- Support with Data Centre team for the migration & maintenance of integration middleware and reporting servers.
- For Work/Services provided, to comply to FBAP JSOX/ISMS/Audit Requirements
- Manage change order fulfilment for the designated systems, with resources allocated as per change order requirements (usually of medium complexity)
- Conduct user requirements gathering and analysis
- Perform feasibility study to ascertain area of automation
- Review proposed solutions with respective stakeholders affected by the change order
- Document user requirements into user specifications (functional & technical)
- Design and develop solutions according to the agreed user specifications
- Develop test plan & scripts
- Conduct testing on developed solutions to ensure compliance to user specifications and internal quality assurance requirements (e.g., system performance benchmarks)
- Conduct user training & user acceptance testing
- Ensure proper deployment of change orders to production environment in accordance to internal procedures
- Participate in lead roles in project delivery (small medium size / complexity projects) in accordance to project KPIs:
- Contribute a project member/team lead in new implementation / enhancement projects
- Manage given technical resources to comply to work schedules within constraints and deadlines
- Work with business users to provide improvements to standardise system processes, and to propose business solutions meeting business needs/requirements. This involves good collaborative effort with staff members from cross functional areas (e.g., sections, departments and entities from the Asia Pacific region)
- Work independently with extended vendor teams to support regional business applications
- Coordinate with vendor for issue resolution
- Provide clear work specifications to vendor for technical delivery
- Review vendor technical work deliverables in accordance to work specifications
- Ensure full compliance to company policies, internal procedures and JSOX audit requirements for all work performed
- Ensure full compliance to information security for all work performed
- Ensure compliance with Fujifilm Information Security Rule, Policies and Procedures at all time
- Responsible for maintaining security of all Fujifilm information entrusted to and not limiting to proper classification & handling of Fujifilm documents and records
- Complete Information Security training and awareness program on regular basis and possess enough knowledge to adhere to Fujifilm Information Security requirements
- Responsible for identifying, reporting and complying with Information Security Incident & Reporting Procedure
- Failing to comply with the security policies could be subject to disciplinary action, potentially including termination of employment or contract and/or prosecution
Your Profile
- Minimum Bachelor's degree in IT .
- Strong command of English, with excellent written and verbal communication skills.
- interpersonal and communication skills
- Good understanding of service level agreements
- Conversant with Salesfore.com (Architecture design, Configuration, Apex, VF(Visualforce)-Page), Lighting Experience, Process Builder, SOQL etc.),
- Proficient in English, both verbal and writing & technical writing
- Business perspective/sense and good analytical skills
- Customer focus and good team player
- Good sales and marketing business/industry process knowledge
- Good understanding and respect of cultural & language differences
- Need to have 1 core competency in Salesforce.com, e.g., Sales Cloud
