Lead Analyst, Operations

2 days ago

Kuala Lumpur, Kuala Lumpur, Malaysia AIA Digital+ Full time 60,000 - 120,000 per year

Responsibilities

  • Act as the first line of support, responsible for communicating with users to understand, log, categorize and prioritize Incidents & Service Requests (SR) accurately.
  • Perform investigation and diagnosis of incidents with references to existing knowledgebase/ problem management/ list of known errors.
  • Provide solutions or workarounds to users to resolve tickets within stipulated Service Level Agreement (SLA).
  • Highlight and escalate recurring Incidents which are similar in nature.
  • Escalate Incident and Service Request tickets which are unable to be resolved to appropriate next-level resolver group.
  • Escalate and highlight Incidents that are at risk of breaching SLA to Team Lead.
  • Closely follow up with outstanding Incidents and Service Requests up till closure.
  • Provides specialized expertise in Financial Accounting (FI) and Controlling (CO).
  • Supports the implementation of SAP FICO modules, ensuring integration with other SAP modules.
  • Develops a comprehensive understanding of our broader SAP ecosystem by learning and supporting various SAP modules in day-to-day operations.
  • Works closely with business departments to understand their requirements and recommend process improvements within SAP, providing high-quality deliverables.

Requirements

  • Bachelor's degree in accounting, Finance, IT or a related field is required or other relevant discipline.
  • Experience using ITSM tools (i.e. Ticketing Tools) will be added advantage.
  • SAP Certifications such as SAP Certified Application Associate – Financial Accounting or Management Accounting or other will be considered a plus.
  • Strong understanding of SAP FICO modules and their integration with other SAP modules.
  • Ability to troubleshoot and resolve SAP FICO-related issues.

Technical skills

  • Microsoft Office
  • SAP FICO
  • Programming languages: JavaScript, React, and JSON (added advantage)

Special skills

  • SLA familiarity and performance driven work culture.
  • Excellent interpersonal skills to rapidly develop robust relationships across all key stakeholders.
  • Ability to diagnose and resolve basic technical issues.
  • Good communication and presentation skills.
  • Resourceful, independent and result oriented.
  • A good team player and keen to learn.
  • Proactive.

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