Systems Analyst  

Job Summary
The Systems Analyst is responsible for providing ICT business systems services that includes daily operations support to users of Primer business systems, related information management tools and technology infrastructure. The Systems Analyst promotes a client-oriented approach to end-users and ensures all requests and knowledge-base maintenance are properly attended to and aligned with the Service / Operation Level Agreements.
The Systems Analyst works in close collaboration with their respective ICT units in deploying business systems and technology infrastructure, resolves complex ICT related requests / issues and liaises also with ICT focal points for partner and vendor escalated concerns.

Duties and Responsibilities
1. Customer Service
 Records customer requests received based on the available communications means and tools
 Provides answers to clients by identifying problems; researching answers; guiding client through
corrective steps
 Resolves and implements corrective measures regarding software problems experienced by users
 Provides training and guidance to staff in the use of the programs
2. Assessment & Solution Management
 Assess and identifies the best possible option to address the issues, utilizing knowledge-base
documentations and/or upon actual assessment
 Initiates temporary or initial resolutions until final fixes or solutions are provided by the
concerned parties
 Performs regular communications to users in case requests / issues have not been provided or
addressed based on the agreed service / operation level agreements
 Conducts quality assurance to establish request provision and resolutions are fit and proper
 Executes identified solutions and support
3. Knowledge Base Management
 Improves client references by writing, contributing and maintaining documentations such as
FAQs, Guidelines, etc.
4. Report Management
 Prepares reports by collecting, analyzing and summarizing information and trends (daily, weekly,
monthly, quarterly and annual)
 Provides regular monitoring and assessment report to immediate leader
5. Continuous Management
 Participates in testing and implementing ICT strategies, programs and projects
 Contributes to team effort by accomplishing related results as needed
 Undertakes other tasks or assignments within the area of competences, as required
 Updates job knowledge by participating in educational opportunities, reading professional publications, maintaining personal networks and participating in professional organizations
6. Project Management
 Monitors and communicates project milestones.
 Develops and documents application test plans based on technical specifications.
 Conducts User Acceptance Testing ( UAT)
7. Other Related Activities
 Performs above and other activities assigned by the immediate leader in various Primer Group company, offices, facilities, sites and remote locations

Qualifications /Experience

• Bachelor of Science degree in any Information & Communications Technology related course
• Minimum of 1 year experience in providing technical or systems support services and/oradministration activities
• Must have at least 1 year experience in Retail, Point of Sale Systems and Enterprise Resource Planning systems
• Can train store people on how to handle POS and customer service program
• Full-time position(s) available

Training / Knowledge / Skills Needed

• Basic customer service orientation
• Basic oral and written communication skills and presentation skills
• Basic interpersonal skills
• Appreciation of systems analysis and design, database management systems
• Technical and business understanding of an application
• Rational / organized and systematic / analytical approach in problem solving
• Ability to understand and express complex technical ideas in a language comprehensible to all users
• Able to document application details and problems in a clear manner