Hytech Hiring! Full Time System Management Specialist in WP Kuala Lumpur - Ricebowl

Hytech is a management consulting company headquartered in Australia and Singapore, focusing on providing digital transformation solutions for the fintech and Financial Services industries. Our services cover multiple areas such as back-office operation support, Human Resource Planning, payment systems, and risk control, committed to providing comprehensive and professional service support to clients.

With a team of over 2,000 professionals worldwide, we have deep industry insights and localization implementation capabilities to ensure efficient business progress while complying with local regulations. Hytech always focuses on mid- and back-end solutions, without involving any front-end or transaction-related businesses, continuously helping customers achieve secure, compliant, and sustainable digital transformation.

Role and Responsibilities:

• Lead the configuration and optimization of systems, focusing on aligning them with business needs.

• Manage daily operations within Zendesk, including user roles, permissions, workflows, and system enhancements.

• Work closely with internal stakeholders to gather feedback, resolve issues, and implement system improvements.

• Ensure that business and functional objectives are met through effective technology solutions

.• Educate and support teams across the organization, enhancing their ability to use systems effectively.

• Conduct training sessions and provide ongoing support to ensure best practices.

• Investigate and resolve system issues, including access problems and workflow concerns.

• Manage system outages and implement necessary fixes or workarounds.

• Maintain comprehensive documentation for system configurations, customizations, and issue resolutions.

• Ensure adherence to quality standards and data integrity across systems.

• Design and configure system solutions, supporting continuous improvement and innovation.

• Assist with system integrations and updates, ensuring seamless operation.

• Complete other relevant projects and tasks as assigned by management.

Qualifications and Requirements:

1. Bachelor's degree in IT study or any related field.
2. 3+ years’ experience with technical knowhow in CRM software applications/products. SAAS/ Cloud Software setup and optimisation experience.
3. Honest, meticulous in work, and a sense of responsibility.
4. Strong analytical skills: demonstrated ability to evaluate, solve, and follow-up on issues as well as replicate and document for further escalation where required.
5. Good organizational skills, and knowledge of goal setting practices.
6. Deep knowledge of common help desk/ticketing solutions. (Zendesk knowledge is a plus.)
7. Demonstrates the ability and mindset to leverage AI tools to improve work efficiency, productivity, and quality, while continuously exploring new ways to enhance business impact.