Senior Systems Analyst

Description

Job Summary: Systems Analyst responsible for ensuring system stability and performance, providing agile technical and functional support to satisfy end users. Key Highlights: 1. Handle and resolve production system incidents while meeting SLAs 2. Perform root cause analysis (RCA) for critical or recurring issues 3. Create and maintain technical documentation and knowledge bases Description: To meet these challenges, you must have: * Bachelor's degree in Information Systems, Computer Science, Software Engineering, Systems Analysis and Development, or related fields; * ITIL methodology training (especially Incident and Problem Management); * Proficiency in SQL language for query development; * Ability to analyze and interpret application logs; * Capability to clearly document solutions in knowledge bases; * Experience with code versioning tools (e.g., Git) is a plus; * Familiarity with API-based integrations (REST/SOAP); relational databases (SQL Server, Oracle, etc.), Oracle EBS, Python, Java, and .NET development is a plus. As a Systems Analyst, your objective is to ensure continuous system stability, performance, and availability through agile and effective technical and functional support, aiming to satisfy users and minimize business operational impact. KEY RESPONSIBILITIES: * Handle and resolve production system incidents by analyzing logs, executing database queries (SQL), and collaborating with development and infrastructure teams to restore normal system operation as quickly as possible, meeting SLAs (Service Level Agreements) and minimizing business impact; * Perform root cause analysis (RCA) for critical or recurring issues using investigative methodologies, documenting the process and collaborating with technical teams to identify failure origins, develop definitive or workaround solutions, prevent incident recurrence, and improve system reliability; * Provide functional support to users via ticket management tools (e.g., Topdesk), guiding them on proper system usage and clarifying questions to ensure users can perform daily tasks without hindrance and increase tool utilization efficiency; * Create and maintain technical documentation and knowledge bases (KBs), authoring articles, manuals, and operational procedures based on solutions identified for common incidents and problems to optimize resolution time for future tickets, standardize processes, and disseminate knowledge across the support team; * Support the validation and deployment of new system versions by performing support-focused testing and validating technical documentation for new features to ensure stable deployment and readiness of the support team to handle new demands. 2511040202261786708