System Support & Troubleshooting/ System Monitoring & Performance Optimization

• Provide day-to-day application support for HR platforms (Fresh Service / SAP) ensuring system functionality and resolving user issues.
• Troubleshoot and resolve application-related incidents and service requests related to systems in a timely manner.
• Act as the first point of contact for users experiencing issues with applications, managing escalations when necessary.
• Monitor system performance, ensuring systems are operating efficiently and securely.
• Proactively identify, investigate, and resolve performance bottlenecks and system errors to minimize downtime.
• Conduct routine health checks, system audits, and performance assessments to ensure systems are fully operational.

Incident & Problem Management/ HR System Maintenance & Updates

• Manage incident resolution and track issues through to closure, ensuring effective communication with stakeholders.
• Work closely with technical teams to identify root causes of recurring issues and recommend long-term solutions.
• Maintain a detailed log of incidents and support cases, ensuring accurate documentation and reporting for continuous improvement.
• Support system upgrades, patches, and version control, ensuring all updates are tested and implemented with minimal impact on users.
• Work closely with technical teams to identify root causes of recurring issues and recommend long-term solutions.

User Support & Training

• Provide end-user support, answering queries, guiding users through system functions, and resolving related issues.
• Assist in creating and maintaining support documentation, FAQs, and user guides for applications.
• Conduct training sessions for users to ensure they understand system capabilities and are equipped to use application tools efficiently.

Collaboration with Development & Technical Teams/ Documentation & Reporting

• Assist in testing new features, patches, and updates before deployment to ensure compatibility with existing configurations
• Collaborate with cross-functional teams (HR, Payroll, IT, etc.) to provide HR & Payroll support and ensure alignment with business requirements.
• Maintain detailed records of system issues, resolutions, configurations, and changes for audit purposes.
• Prepare periodic reports on system health, incident trends, and user feedback to improve system performance.
• Create and update standard operating procedures (SOPs) and best practices for system support.

Continuous Improvement

• Identify opportunities for process improvement within support workflows and systems.
• Collaborate with business and technical teams to recommend and implement improvements for application functionality and support processes.
• Stay updated on HR & Payroll product updates and new features to ensure the organization is leveraging the latest capabilities.

Education
Certificate / Diploma in IT

• MCSE
• Degree / Diploma in IT
• CRM Certification