Job Description

This role is responsible for governing, supporting, and enhancing digital system operations within the EB Solution Support framework. It ensures service reliability, SLA adherence, and operational efficiency through proactive issue management, vendor coordination, and continuous process automation. The role focuses on identifying system gaps, implementing interim and long-term automation solutions, and collaborating with stakeholders to streamline workflows, improve data accuracy, and deliver consistent, high-quality support for business operations.

Responsibilities

Drive System Enhancements and Improvements

• Analyze current system workflows to identify gaps, inefficiencies, or recurring issues.
• Engage with end-users and stakeholders to gather feedback on system usability and improvement areas.
• Recommend and document enhancement proposals aligned with business needs and operational goals.

Monitor, Investigate, and Manage System Issues Affecting EB Sales, Dealers, and Related Channels

• Track system performance and incident trends to proactively detect potential issues.
• Perform root cause analysis on reported issues and coordinate resolution efforts.
• Ensure timely updates and closure of incidents in accordance with SLA requirements.

Coordinate with Vendors and Stakeholders

• Act as liaison between users and vendors
• Track issue resolution, fixes, and deployments
• Validate solutions with internal teams

Gather and Translate Business Requirements

• Collect requirements from multiple sources including users, reports, and operational data.
• Differentiate between user requests and underlying business needs.
• Document clear and structured requirements for development or system enhancement initiatives.

Support System Initiatives and Improvements

• Assist in planning and implementing system upgrades, migrations, and enhancements.
• Participate in testing activities to ensure solutions meet business requirements.
• Contribute to continuous improvement efforts, including automation and process optimization.

Data Analytics & Reporting

• Compile and analyze operational data for weekly, monthly, and quarterly reporting.
• Highlight key issues, trends, and performance metrics to management.
• Provide recommendations to improve efficiency, service quality, and system reliability.

Requirements

• Computer Science / Software Engineering
  Strong foundation in systems, programming logic, and software development.
  Valuable for automation initiatives (e.g., JavaScript scripting) and technical troubleshooting activities.
• Information Technology (IT)
  Practical exposure to systems, networks, infrastructure, and application support.
  Closely aligned with system monitoring, incident management, troubleshooting, and deployment activities.
• Information Systems / Business Information Systems
  Strong combination of business and technology knowledge.
  Highly relevant for requirement gathering, stakeholder management, process improvement, and digital product enhancement initiatives.
  Exposure to automation platforms or systems would be an added advantage.
• Experience in supporting and maintaining digital systems or enterprise applications.
• Experience in incident management, issue tracking, and root cause analysis.
• Experience working with external vendors for system support, fixes, and deployments.
• Experience in gathering and documenting business and system requirements.
• Experience in process improvement or automation (e.g., scripting, workflow optimization).
• Experience in preparing operational reports and presenting insights to stakeholders.
• Strong analytical thinking and problem-solving capabilities.
• Basic to intermediate technical knowledge, including JavaScript, system logic, and data handling.
• Good stakeholder and vendor management skills with the ability to collaborate across teams.
• Ability to translate business requirements into clear technical specifications and solutions.
• Strong communication, coordination, and documentation skills.
• Good time management with the ability to manage multiple priorities effectively under pressure.

Job Description

This role is responsible for governing, supporting, and enhancing digital system operations within the EB Solution Support framework. It ensures service reliability, SLA adherence, and operational efficiency through proactive issue management, vendor coordination, and continuous process automation. The role focuses on identifying system gaps, implementing interim and long-term automation solutions, and collaborating with stakeholders to streamline workflows, improve data accuracy, and deliver consistent, high-quality support for business operations.

Responsibilities

Drive System Enhancements and Improvements

• Analyze current system workflows to identify gaps, inefficiencies, or recurring issues.
• Engage with end-users and stakeholders to gather feedback on system usability and improvement areas.
• Recommend and document enhancement proposals aligned with business needs and operational goals.

Monitor, Investigate, and Manage System Issues Affecting EB Sales, Dealers, and Related Channels

• Track system performance and incident trends to proactively detect potential issues.
• Perform root cause analysis on reported issues and coordinate resolution efforts.
• Ensure timely updates and closure of incidents in accordance with SLA requirements.

Coordinate with Vendors and Stakeholders

• Act as liaison between users and vendors
• Track issue resolution, fixes, and deployments
• Validate solutions with internal teams

Gather and Translate Business Requirements

• Collect requirements from multiple sources including users, reports, and operational data.
• Differentiate between user requests and underlying business needs.
• Document clear and structured requirements for development or system enhancement initiatives.

Support System Initiatives and Improvements

• Assist in planning and implementing system upgrades, migrations, and enhancements.
• Participate in testing activities to ensure solutions meet business requirements.
• Contribute to continuous improvement efforts, including automation and process optimization.

Data Analytics & Reporting

• Compile and analyze operational data for weekly, monthly, and quarterly reporting.
• Highlight key issues, trends, and performance metrics to management.
• Provide recommendations to improve efficiency, service quality, and system reliability.

Requirements

• Computer Science / Software Engineering
  Strong foundation in systems, programming logic, and software development.
  Valuable for automation initiatives (e.g., JavaScript scripting) and technical troubleshooting activities.
• Information Technology (IT)
  Practical exposure to systems, networks, infrastructure, and application support.
  Closely aligned with system monitoring, incident management, troubleshooting, and deployment activities.
• Information Systems / Business Information Systems
  Strong combination of business and technology knowledge.
  Highly relevant for requirement gathering, stakeholder management, process improvement, and digital product enhancement initiatives.
  Exposure to automation platforms or systems would be an added advantage.
• Experience in supporting and maintaining digital systems or enterprise applications.
• Experience in incident management, issue tracking, and root cause analysis.
• Experience working with external vendors for system support, fixes, and deployments.
• Experience in gathering and documenting business and system requirements.
• Experience in process improvement or automation (e.g., scripting, workflow optimization).
• Experience in preparing operational reports and presenting insights to stakeholders.
• Strong analytical thinking and problem-solving capabilities.
• Basic to intermediate technical knowledge, including JavaScript, system logic, and data handling.
• Good stakeholder and vendor management skills with the ability to collaborate across teams.
• Ability to translate business requirements into clear technical specifications and solutions.
• Strong communication, coordination, and documentation skills.
• Good time management with the ability to manage multiple priorities effectively under pressure.