System Analyst

Job Title: System Analyst

Department: Application Services

Location: Bangkok

Employment Type: Full time – Hybrid

Key Responsibilities

• Provide day-to-day functional and technical support for business applications to ensure smooth operations and user satisfaction.
• Act as the primary point of contact for end-users regarding application-related issues, service requests, and inquiries.
• Troubleshoot and resolve incidents by performing root cause analysis and implementing corrective actions.
• Monitor and manage IT ticketing system (IT Services System) to track, prioritize, and ensure timely resolution of user requests and incidents.
• Coordinate and communicate with vendors and external partners for system issues, upgrades, and maintenance activities.
• Work closely with internal programmers and technical teams to resolve complex application problems and implement enhancements.
• Manage and process Application Change Requests (CR) including requirement gathering, analysis, documentation, and approval workflows.
• Support system upgrades, patches, and releases by conducting testing (unit, integration, and user acceptance).
• Document technical specifications, workflows, and user guides to support knowledge sharing and system usage.
• Provide training and second-level support to users to maximize application adoption and effective usage.
• Collaborate with business units to identify system improvement opportunities and align solutions with business needs.
• Monitor application performance and availability, ensuring stability and compliance with service level agreements (SLA).
• Maintain effective communication with stakeholders regarding system updates, changes, and ongoing issues.
• Ensure compliance with IT governance, security policies, and company standards in all application activities.
• Continuously identify opportunities for process improvement, automation, and efficiency in application support operations.
• Basic understanding of programming language development, database design, and database operations.

Qualifications

• Bachelor's degree in computer engineering, information technology, Computer Science, or related field.
• Work Experience 0-2 Year in system analyst or related field
• Proven experience in application support, system analysis, or IT service management.
• Strong knowledge of IT ticketing systems and experience in monitoring, tracking, and resolving incidents.
• Ability to manage and process Application Change Requests (CR), including requirement analysis and documentation.
• Excellent coordination and communication skills for working with vendors, programmers, and cross-functional teams.
• Analytical and problem-solving skills with the ability to perform root cause analysis and propose effective solutions.
• Familiarity with software development lifecycle (SDLC), system testing, and deployment processes.
• Strong service-oriented mindset, with the ability to support end-users and ensure smooth system operations.