Application Analyst and System Support

CTF Education Group is seeking an Application Analyst and System Support to join our team.

If you possess strong data sense and excel at translating non-technical user needs into clear system requirements for vendors, we welcome your application.

Job Highlights

• System & Workflow Coordination: Coordinate system integrations, testing, UAT, releases, deployments, vendor deliverables, and ongoing application support, survey tools, and EDM platforms.

• Vendor Management & Tech Bridge: Analyse user requirements, business processes, system workflows, and data flows to support application enhancements and operational improvements, hold software vendors accountable.

• Data Flow & Survey Insights: Oversee data integration across platforms, manage email marketing (EDM) data segments, and analyze survey feedback for actionable insights.

Responsibilities

• User Requirements & Functional Specs: Liaise with different business units (BUs) to gather operational requirements; prepare clear functional specifications, user workflows, and system documentation for vendor execution.

• Application Support: Provide daily operational support for designated business applications, EDM platforms, survey tools, and related digital solutions. Perform initial investigation of incidents, document findings and workarounds, and coordinate resolution with internal IT teams or external vendors.

• Testing & UAT Coordination: Prepare test plans, scenarios, test cases, expected results, and acceptance criteria. Conduct functional, integration, regression, and end-to-end testing; document defects and test evidence; and coordinate BU users in completing User Acceptance Testing (UAT).

• Data Quality & Analysis: Validate data accuracy, completeness, consistency, and format across supported applications and data transfers. Extract, consolidate, and analyse operational, EDM, survey, and user data using Excel, or similar tools to identify trends, data-quality issues, and actionable insights.

• EDM & Survey Systems Operations: Oversee data flows and user segmentation for survey platforms and EDM deployment tools; analyze survey response datasets to support operational decision-making.

• Rollout & User Support: Prepare rollout plans and user guides for new digital workflows; provide friendly post-implementation guidance and desk-side assistance when needed.

• Documentation & Process Improvement: Maintain functional specifications, workflows, test evidence, issue logs, user guides, troubleshooting procedures, and release notes. Review recurring incidents, user feedback, and system processes to recommend practical improvements.

Requirements

• Education: Bachelor Degree in Business Information Systems, Management Information Systems (MIS), Digital Transformation, Information Technology, or a related discipline.

• Experience: 2–3 years of working experience as a Systems Analyst, Business Analyst, or Digital Operations Specialist (experience in software houses, consultancies, or multi-unit corporate environments is welcome).

  
  

  Technical Knowledge & Data Sense (No Coding Required):

• Conceptual understanding of database structures (e.g., SQL principles, Cloud Databases), API, system integration, data mapping, reporting tools (e.g., Power BI), and web technologies to evaluate vendor proposals and understand data flows (hands-on programming/coding is a plus).

• Ability to understand system logic, application dependencies, data flows, interface requirements, and vendor technical explanations.

• Basic SQL knowledge for data enquiry, validation, or troubleshooting is an advantage.

• Familiarity with workflow modelling, user stories, functional specs, and project documentation.

• Able to investigate application and data issues systematically, understand relationships among users, processes, systems, and data, and escalate complex issues appropriately.

• Knowledge of educational applications, school management systems, or admissions portals is a plus.

  
  

  EDM & Survey Platforms:

• Practical familiarity with web tools, and EDM/CRM platforms (e.g., Apsis, Mailchimp, Microsoft Forms, SurveyMonkey, or similar) is a strong advantage.

• Experience in audience segmentation, campaign preparation, test sends, deployment, response monitoring, or engagement reporting is preferred.

• Awareness of data accuracy, recipient consent, access control, and appropriate handling of contact and survey data.

  
  

  Training & End-User Engagement:

• Experience in preparing user guides, training materials, rollout communications, or system announcements. Able to conduct user briefings, provide practical support, collect feedback, and assist users in adopting new applications and workflows.

• Communication & Interpersonal Skills: Outstanding stakeholder engagement and interpersonal skills; able to translate technical concepts into simple language for non-technical users and speak confidently with IT vendors.

• Languages: Good command of spoken and written English and Cantonese.