CUCKOO International (MAL) BERHAD Hiring! Full Time Application Support Analyst (Executive) in Selangor - Ricebowl

Key Responsibilities:

Application Support

• Provide day-to-day support for business applications, ensuring timely resolution of incidents and service requests within defined SLAs.

• Monitor and troubleshoot system issues, ensuring minimal disruption to business operations.

• Perform root cause analysis and follow through to permanent resolution.

• Escalate complex issues to relevant parties and track resolution progress.

Software Implementation & Project Support

• Support system implementation projects, including requirement clarification, setup, testing, and deployment.

• Assist in system configuration and validation based on business requirements.

• Provide post-go-live support to ensure system stability and user adoption.

• Work closely with stakeholders to ensure smooth rollout of new features or systems.

Business & User Engagement

• Engage with business users to understand issues, gather requirements, and clarify system needs.

• Translate user issues into clear problem statements for technical teams.

• Provide guidance and support to users on system usage and best practices.

• Act as a liaison between business users and technical teams to ensure alignment.

Testing & Quality Assurance

• Support User Acceptance Testing (UAT), including preparation, execution, and issue tracking.

• Validate system changes to ensure they meet business requirements.

• Work with users to ensure defects are properly identified, documented, and resolved.

Issue & Change Management

• Manage and track incidents, bugs, and enhancement requests using JIRA.

• Ensure proper documentation of issues, resolutions, and changes.

• Support change management activities, including release coordination and communication.

Documentation & Continuous Improvement

• Prepare and maintain documentation such as SOPs, workflows, and user guides.

• Identify opportunities to improve system processes and user experience.

• Contribute to knowledge base and support materials.

Requirements & Qualifications:

Education & Experience

• Bachelor’s degree in Information Technology, Computer Science, or related field.

• 1–3 years of experience in application support, system support, or software implementation roles.

Technical Knowledge

• Basic understanding of software implementation lifecycle (SDLC).

• Experience supporting business applications and handling system-related issues.

• Exposure to testing or UAT processes.

• Basic SQL knowledge for data validation or troubleshooting is an advantage.

Functional & Analytical Skills

• Ability to analyze issues, identify root causes, and propose solutions.

• Understanding of business processes and how systems support operations.

• Ability to gather and document basic requirements.

Communication & Interpersonal Skills

• Good communication skills with the ability to engage both technical and non-technical stakeholders.

• Ability to clearly explain issues, solutions, and system behaviors.

• Strong coordination and stakeholder management skills.

Preferred Experience

• Experience supporting internal or enterprise business applications.

• Exposure to Agile or project-based environments.

• Familiarity with process documentation or workflow mapping.