Business Solutions Specialist

Provide first-line and second-line support for enterprise business applications, including Zoho CRM, Sage X3, Zoho Desk, QNTRL, Precoro, Markazia System, Talentera, and future enterprise applications introduced by the organization. The role ensures business continuity, system availability, user satisfaction, and effective resolution of application-related issues. It is also responsible for system configuration, troubleshooting, user support, documentation, business requirements analysis, and continuous improvement of business applications and processes.

Key Responsibilities

• Provide first-line and second-line support for enterprise business applications, including Zoho CRM, Sage X3, Zoho Desk, QNTRL, Precoro, Markazia System, Talentera, and other business applications, ensuring timely resolution of incidents and service requests.
• Analyze, troubleshoot, and resolve application issues, escalating complex technical problems to vendors or relevant IT teams when required.
• Support the configuration, maintenance, and optimization of business applications based on business requirements.
• Work closely with business users to understand their needs, identify system gaps, and translate business requirements into practical technology solutions.
• Participate in business analysis activities, including requirements gathering, process analysis, testing, and solution validation.
• Coordinate with application vendors and third-party providers regarding incidents, enhancements, system updates, and technical issues.
• Conduct system testing, including User Acceptance Testing (UAT), for new features, enhancements, integrations, and system changes.
• Monitor application performance and identify opportunities for system and process improvements.
• Maintain accurate documentation for system configurations, processes, user guides, troubleshooting procedures, and application-related changes.
• Support system integrations and data exchange between business applications where required.
• Provide guidance and training to end users on system functionality, processes, and best practices.
• Assist with data analysis, reporting, and database-related activities using SQL.
• Ensure appropriate follow-up and closure of application incidents and requests in coordination with relevant stakeholders.
• Contribute to the implementation of new enterprise applications and digital solutions.
• Support continuous improvement initiatives by identifying opportunities to automate, simplify, and enhance business processes.
• Ensure adherence to IT policies, security requirements, change management procedures, and documentation standards.
• Support the implementation, configuration, and ongoing support of future enterprise applications and systems introduced by the organization.

·       Qualifications:

• Bachelor’s degree in Computer Science, Information Systems, Business Information Systems, or related fields.
• 4 years of relevant experience in business applications, ERP/CRM support, IT applications, or a similar role.
• Hands-on experience with ERP and/or CRM systems.
• Good knowledge of SQL and database concepts.
• Experience in business analysis, requirements gathering, and process improvement.
• Experience in application troubleshooting and user support.
• A good understanding of system integrations and business processes is preferred.

Technical Skills

• ERP / CRM Applications
• SQL & Database Fundamentals
• Business Analysis
• Application Support & Troubleshooting
• System Configuration
• UAT & System Testing
• Application Integrations
• IT Service Management
• Microsoft Office / Reporting Tools

Core Competencies

• Excellent communication and interpersonal skills.
• Strong analytical and problem-solving skills.
• Customer and user-oriented mindset.
• Ability to translate business needs into technical solutions.
• Strong attention to detail.
• Ability to prioritize and manage multiple requests simultaneously.
• Strong stakeholder management and coordination skills.
• Proactive approach to identifying and resolving issues.
• Ability to work independently and as part of a team.
• Strong documentation and organizational skills.