The Business System Support role acts as a bridge between end‑users and the IT department for business‑specific IT applications. The purpose of this role is to ensure optimal system usage by providing high‑quality support, maintaining knowledge resources, and contributing to continuous improvement of processes and tools.
Key Responsibilities
1. User Support
- Receive, assess, and resolve tickets related to business‑specific IT systems.
- Prioritize tasks effectively, especially when multiple items share the same priority level.
- Provide timely, accurate solutions to ensure user satisfaction and business continuity.
- Escalate system issues, bugs, or complex problems to the IT team and follow up until resolution.
- Communicate clearly with end‑users to ensure understanding of solutions and next steps.
2. Knowledge Management
- Create, update, and maintain knowledge articles to support end‑users and internal teams.
- Ensure the knowledge base remains accurate, accessible, and aligned with system updates.
- Participate in projects to proactively prepare documentation for upcoming changes or releases.
3. Training & Enablement
- Deliver system training to end‑users to strengthen their competencies and confidence.
- Provide refresher sessions or update training following system enhancements or recent features.
- Support the creation of training materials, guides, and user documentation.
4. Stakeholder Management
- Support internal client relationships by providing clear communication and reliable follow‑up.
- Investigate escalated tickets or requests and provide structured feedback to stakeholders.
- Collaborate with business teams, BPOs, and IT to ensure alignment on issues and improvements.
5. Process Optimization
- Receive, assess, and follow up on change or improvement requests related to business systems.
- Analyze user feedback to identify recurring issues, bottlenecks, or improvement opportunities.
- Collaborate with the BPO and IT teams to design, test, and vali
📌 HR Business System Support (Pune)
🏢 TVH
📍 Pune