Service Analyst - Sap Mm Support (Erp App Ops)

Synapxe is the national HealthTech agency inspiring tomorrow's health.

The nexus of HealthTech, we connect people and systems to power a healthier Singapore.

Together with partners, we create intelligent technological solutions to improve the health of millions of people every day, everywhere.

Reimagine the future of health together with us at

Position Overview

Service Analyst provides comprehensive application support to users, handles technical issues and ensures the reliability and performance of our systems.

In this role, you manage and resolve application-related issues, perform daily service health monitoring, conduct server maintenance, and implement improvements to enhance system resiliency.

In addition, you also investigate incidents across key technologies and application domains, bringing a structured, analytical approach to diagnosing and resolving user-reported issues.

You are also responsible for delivering new and improved capabilities in systems monitoring, recovery, and stability, as well as in managing complex problems that require both technical expertise and domain-specific or workflow-related insights.

This role demands a proactive, detail-oriented approach of support that fosters a stable and resilient application environment for users.

Role & Responsibilities

Drives internal and 3rd party service provider / vendor review meetings covering performance, service improvements, quality and processes

Track and ensure compliance to SLAs, KPIs and metrics relating to service performance and operations performance

Troubleshoot and resolve service health issues and gathering relevant parties to resolve impediments impacting service performance

Ensure all operational support material is complete and all process comply within internal security and technology standards

Organise system activities including planned maintenance events, system backup processes and disaster recovery drills

Prepare and deliver status updates / report to management

L1.5 support

Provide guidance to the team to ensure the best support possible for systems availability

Log and track problem tickets relating to S1 / S2 or high impact issues

Support and assist in high severity incidents and drive problem management meetings

Collaborate with multiple internal teams across disparate groups to restore services when incidents occurred, gather required experts to perform root cause analysis for problem resolution

Manage high severity incident communications such incident broadcast communication to all stakeholders and provide regular updates to management until incident closure

Manage the incident and problem management process to ensure all preventive measures and problem resolution are recorded in the Known Error Database (KEDB)

Implement Response and Recovery Plans and activities relating improvements to service recovery

Maintain processes, templates and SOP, website and information related to incident and problem management

Assist senior leaders in disaster recovery planning and activities Operational Execution

Requirements

Bachelor's degree in computer science or other highly technical, scientific discipline

5-10 yrs of Technical / Application Support experience

Proven experience of working efficiently in a cross functional team

ITIL v3 / v4 certification and strong service oriented experience / background

Knowledge and understanding of IT industry environment and business needs Strong competency in IT technologies covering operating systems, databases technologies, networking, server, load balancing and / or application related domains covering healthcare and healthcare related industries

Ability to establish and manage processes and practices through collaboration and the understanding of business

SAP MM knowledge is preferred.

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