IT Functional Support Specialist
About the role
Provide functional support for company applications and business systems (ERP, HRIS, and other operational applications) in a fast, accurate, and documented manner, ensuring user operations are not hindered by system issues. Handle incident tickets, service requests, and user inquiries related to application and business system functions through root cause analysis, knowledge base utilization, coordination with the System & Development team, and regular training.
Key responsibilities
Receive, record, classify, handle, and close tickets through the IT service desk system
Perform functional problem analysis, including data errors, process issues, configuration problems, and user access rights
Escalate technical issues or those requiring system changes to the System & Development team or vendor
Manage application accounts and access rights according to applicable procedures and approvals
Execute User Acceptance Testing (UAT) and support go-live for application changes or releases
Develop and maintain documentation: knowledge base, user guides, and support procedures
Provide user training and guidance on application features and processes
Prepare support service reports (ticket volume, SLA, problem trends)
Analyze root causes of recurring incidents and propose permanent improvements
Perform ad-hoc tasks related to support and projects
About you
Minimum D3/S1 in Information Systems, Information Technology, Computer Science, or equivalent field
Minimum 1–2 years of experience in IT support, service desk, or application support (recent graduates with relevant internship or project experience may be considered)
Understanding of business processes and application functions (ERP, HRIS, or similar systems)
Experience with ticketing/service desk systems and basic ITSM practices
Basic knowledge of databases and SQL for data verification
Ability to prepare technical documentation and user guides
Problem analysis capability and clear communication skills with non-technical users
ITIL 4 Foundation certification
Work competency certification in information technology (Technical Support scheme or similar)
Application module certification (e.g., SAP, Oracle, Microsoft Dynamics, or company ERP)
About us
PT Internusa Jayaabadi Sentosa (IJS) is a strategic partner providing end-to-end services to support the business needs of clients and business units alike. IJS has supported a range of industries — hospitality, F&B, oil & gas, malls, property development, and steel manufacturing — with operations spanning several regions of Indonesia as well as Timor Leste.
IJS exists to be the integrated solution that supports and connects varied business needs collectively. In that role, IJS puts the weight on transparency of process, stakeholder satisfaction, and acting as the strategic partner that helps stakeholders reach what they are aiming for.