Back to jobs

Pokka

Senior System Analyst

🗓️ Posted 2026-08-18 West Region Full-time Hybrid ICT

Company shared salary

NA

Market rate

S$7,500–S$12,500/mo (S$90,000–S$150,000/yr)

Based on similar roles (title + domain + location).

Responsibilities

  • ● Provide day-to-day support for the organization's business applications, ensuring system stability and addressing user-reported issues in a timely manner.
  • ● Manage and monitor support tickets, triage incidents based on priority, and coordinate with internal teams or vendors to ensure prompt resolution.
  • ● Track ticket progress, maintain accurate documentation, and follow established workflows to meet service-level expectations.
  • ● Perform routine system checks, assist users with troubleshooting, and support ongoing operational activities to ensure business continuity and optimal application performance.
  • ● Review and analyse current business processes, system workflows, and application performance to identify gaps, inefficiencies, and improvement opportunities.
  • ● Assess whether existing applications continue to support operational needs and recommend areas for optimization.
  • ● Work closely with stakeholders to understand business challenges and translate them into system enhancement requirements.
  • ● Propose new features, upgrades, or solutions that improve system usability and efficiency.
  • ● Coordinate with end-users during system changes, upgrades, and process modifications.
  • ● Facilitate change management activities by communicating impacts, conducting briefings, gathering feedback, and ensuring smooth adoption of new or improved processes.
  • ● Engage different business units to collect detailed user requirements and translate them into clear functional specifications.
  • ● Document business processes, workflows, and system behaviours to support system design, testing, and training efforts.
  • ● Review and validate system interface designs, integration specifications, and technical documentation provided by vendors or development teams.
  • ● Ensure documentation accuracy, completeness, and alignment with business and technical requirements.
  • ● Conduct user training sessions, prepare instructional materials, and provide hands-on guidance when introducing new systems or enhancements.
  • ● Offer ongoing support to users to ensure understanding, adoption, and effective use of the updated applications.
  • ● Develop clear and user-friendly guides, manuals, and reference documents to help staff understand system functions, workflows, and best practices.
  • ● Maintain updated documentation to support onboarding, training, and future system improvements.

Requirements

  • ● Min. Diploma in Computer Science, Business IT or an equivalent field.
  • ● Min. 3 years of experience in business process improvement.
  • ● Min. 3 years of L1 business application support experience.
  • ● Strong analytical and problem-solving skills to evaluate business processes, identify gaps, and recommend effective system or workflow improvements.
  • ● Excellent communication and stakeholder management, able to translate business needs into clear requirements and collaborate with users, IT teams, and vendors.
  • ● Proficiency in requirement gathering and documentation, including process mapping, functional specifications, and user stories.
  • ● Solid understanding of business applications and BAU support, with the ability to troubleshoot issues, triage tickets, and support users effectively.
  • ● Competence in project coordination and change management, assisting project managers in implementation activities, user training, and adoption of new systems or enhancements.