Functional Application Support Specialist (DMS/SFA)

Salary: RM 3,500 – RM 4,000 per month

BAU / Key User Support - Primary Role

- Provide dedicated frontline/key-user support for DMS/SFA in Malaysia, with BAU application support

as the primary responsibility and UAT/project rollout support as a secondary responsibility

- Act as the first point of contact for DMS/SFA issues from distributor, sales and business users

- Troubleshoot and validate issues before escalation

- Identify whether issues related to user/process, configuration, master data, device/connectivity,

integration or system defects

- Collect screenshots, error details, transaction information, and other evidence

- Log, categorise, track, and follow up tickets with L2/L3 and Danone IT

- Coordinate fixes/workarounds, perform retesting, update users and support ticket closure

- Support approved user access, basic setup, configuration and operational queries

- Maintain FAQs, troubleshooting guides, support documentation and knowledge articles

- Monitor recurring issues and provide regular ticket/support reporting

- May expand the role to other applications / other country

UAT & Project Support - Secondary

- Support preparation and execution of UAT, end to end and regression test

- Document defects and track them through JIRA/support workflow

- Retest fixes and support UAT readiness

- Support distributor rollout activities including:

1. User Onboarding and Training

2. Device/system readiness

3. Pilot and Go Live Support

4. User handholding

5. Hypercare and stabilisation

6. Transition from Project Support into BAU