Functional Support Specialist - TJ / 1850216

Our client Point Group is looking for a Functional Support Specialist in Karachi

Point Group seeks a diligent Functional Support Specialist with at least one year of experience to enhance the efficiency of our IT support operations. This professional acts as a critical bridge between business users and technical teams, ensuring smooth workflows and optimal use of enterprise systems. The role demands expertise in user support and training, workflow optimization, and strong stakeholder communication to address service requests and resolve queries effectively. The ideal candidate brings hands-on experience with group business platforms like ERP and CRM, especially in environments spanning multiple locations or global operations. This position does not involve managing a team but requires strong individual contribution with problem-solving and critical thinking skills to provide exceptional functional support.

The Functional Support Specialist monitors and supports core business applications, collaborates closely with IT and business units, and maintains service quality by leveraging ITSM tools such as ServiceNow, Zendesk, Jira, and Freshdesk. The candidate must excel in understanding business processes to identify areas for workflow enhancement, enabling swift issue resolution and continuous improvement. The role promotes knowledge sharing among users through training and support activities, hence fostering user empowerment and strengthening system adoption across the company.

Responsibilities

• Provide frontline functional support for enterprise platforms, including ERP and CRM systems, resolving user inquiries and issues promptly.
• Manage service requests, escalations, and incident resolutions utilizing ITSM tools like ServiceNow, Zendesk, Jira, or Freshdesk to ensure accurate tracking and timely closure.
• Conduct user training sessions to enhance understanding and effective utilization of business applications.
• Collaborate with cross-functional teams and stakeholders to gather requirements and improve workflow processes for enhanced operational efficiency.
• Analyze business processes and system workflows to identify optimization opportunities that align with organizational goals.
• Communicate clearly with stakeholders at all levels to convey technical information and status updates effectively.
• Document user queries, troubleshooting steps, and resolution guidelines to build a comprehensive knowledge base.
• Assist in testing application updates or configuration changes to ensure continued system functionality and alignment with business needs.
• Support the implementation of new functionalities or modules within enterprise platforms, ensuring smooth transition and minimal disruption.
• Monitor system performance and user feedback to proactively address potential issues before they escalate.