The Advanced Business System Support role serves as an advanced intermediary between end‑users and the IT department for business‑specific IT applications. This role provides comprehensive support, manages knowledge resources, contributes to project execution, and acts as a point of contact within the team. In addition, the role includes coaching responsibilities to help develop junior colleagues. The goal is to ensure optimal system usage, continuous improvement, and strong collaboration across business and IT teams.
Key Responsibilities
1. User Support
- Receive, assess, and resolve complex tickets related to business‑specific IT systems.
- Handle requests coming both directly from end‑users and via colleagues.
- Prioritize effectively when multiple tasks share the same urgency level.
- Provide timely, accurate solutions to support business continuity and user satisfaction.
- Escalate system issues, bugs, or complex problems to IT and follow up until resolution.
- Communicate clearly with users to ensure understanding of solutions and next steps.

2. Knowledge Management
- Create,



update, and maintain knowledge articles to ensure an accurate and accessible knowledge base.
- Contribute proactively to documentation during projects to prepare for upcoming changes.
- Ensure knowledge resources reflect best practices, system updates, and process changes.

3. Training & Enablement
- Deliver specific, targeted system training to end‑users, especially within project contexts.
- Support the creation of training materials, guides, and documentation.
- Ensure users remain informed and capable following system updates or new functionalities.

4. Stakeholder Management
- Support internal client relationships through transparent communication and reliable follow‑up.
- Investigate escalated tickets or requests and provide structured feedback to stakeholders.
- Collaborate closely with business teams, BPOs, and IT to ensure alignment on issues and improvements.

5. Process Optimization

📌 Advanced HR Business System Support (Pune)
🏢 TVH
📍 Pune