End-User Support Officer
Position Summary Expectations - Duties, Responsibilities
Reporting to: Project & Transformation Manager
End-User Support Officer is working closely with all business units by identifying new EUDT and provide daily BAU Support to ensure business operation is smoothly operated, improve customer experience and continue to fill the gaps after the transition.
- Determine operational objectives by studying business functions; gathering information; evaluating output requirements and formats
- Assists Business users day-to-day functionality and efficiency
- Identifies, manage and resolves issues with ticket system management in a timely manner
- Responds to business user requests effectively and communicates with them to address issues
- Develop EUDT documentation following by the EUDT Framework
- Manage User Acceptance Testing (UAT) and raise defects to the developer if any
- Create and manage User Manual or User Guideline and provide training to business users if necessary. Construct workflow charts and diagrams; studying system capabilities; writing specifications into User Manual or any functional specification
- Follow up developer and user on the issues regularly
- Bachelor’s Degree in computer science and engineering or equivalent
- Strong knowledge in Programming Languages to be able to identify and solve the problems in a timely manner
- Ability to solve complex software issues
- Basic understanding of project management lifecycles
- Strong problem solving, analytical & decision-making ability
- Stakeholder engagement and management
- Work under pressure and commit to deadlines
