Hytech is a leading management consulting firm headquartered in Australia and Singapore, specialising in digital transformation for fintech and financial services organisations. We deliver end-to-end consulting services and provide robust middle- and back-office solutions that enable our clients to optimise operations, enhance efficiency, and stay ahead in a fast-evolving digital landscape.
With more than 2,000 professionals worldwide, Hytech has a strong and growing international presence, with offices across Australia, Singapore, Malaysia, Taiwan, the Philippines, Thailand, Morocco, Cyprus, Dubai, and beyond.
About the role
This role will lead the optimization and innovation of Hytech's Zendesk and AI-driven systems, ensuring they scale effectively and improve end-to-end service efficiency. The System Management Specialist will manage daily system performance, troubleshoot issues, and drive enhancements based on data insights and stakeholder needs. They will also support key initiatives in automation, AI, and workflow improvement, directly elevating user experience, operational performance, and business value.
Role and Responsibilities
Routine System Management:
- Lead the configuration and optimization of systems and workflows to align with business needs. Establish robust change management processes to ensure system updates are implemented smoothly and with minimal disruption.
Stakeholder Engagement:
- Collaborate closely with internal stakeholders to gather feedback, resolve issues, and implement continuous system improvements.
Data-Driven Optimization:
- Analyze fallback rates, resolution rates, system utilization, and user feedback to enhance system performance and improve automation efficiency.
Innovation Ownership:
- Initiate and lead projects related to system integrations, automation enhancements, and the exploration of technical solutions that improve user efficiency and satisfaction.
Key Projects Support & Collaboration:
- Partner with internal and external teams to explore new initiatives such as RPA, NLP optimization, AI model training, and other key projects assigned by management.
Problem Solving:
- Investigate and resolve system issues, including access problems and workflow challenges. Manage system outages and implement necessary fixes or workarounds.
Internal Enablement:
- Educate and support teams across the organization to enhance their ability to use systems effectively. Conduct training sessions, provide ongoing support, ensure adherence to quality standards and data integrity, and maintain comprehensive documentation for configurations, customizations, and issue resolutions.
Qualifications and Requirements
- Bachelor's degree in Business, Computer Science, Communications, or a related field (preferably with Data Analytics or Business Intelligence background).
- 3+ years of experience with CRM software applications/products, with strong technical knowledge. Experience in SaaS/Cloud software setup and optimization. Familiarity with common ticketing systems such as Freshdesk and Zendesk.
- Strong analytical abilities, project management skills, and cross-functional interpersonal capabilities.
- Ability to thrive in a fast-paced, high-volume environment, particularly within the fintech industry, while adapting to evolving user needs.
- Knowledge of chatbots, AI, or RPA is a plus.
