About the Role
We are seeking a dedicated Digitalization Support Staff to support our academic and administrative staff in using university management systems, HR-payroll applications, billing systems, and other digital platforms. This role is critical in ensuring smooth daily operations, resolving user issues, and acting as the first point of contact for troubleshooting and system-related inquiries.
You will work closely with the Digitalization Manager and project teams, serving as the bridge between end-users and system development. While you focus on diagnosing and solving issues, you will also collect feedback to improve our systems and user experience. You will also be involved in system testing and quality checks based on user requirements, ensuring new features and updates meet expectations before rollout.
Key Responsibilities:
- Conduct system testing and quality assurance (QA) for new modules or updates, validating functionality based on user requirements before release.
- Serve as the first point of contact for staff and lecturers regarding technical support and system-related issues.
- Provide tier-1 troubleshooting (root cause analysis) for university management systems, HR/payroll platforms, student billing apps, and other academic/non-academic software.
- Diagnose user problems by applying systematic problem-solving and analytical thinking.
- Escalate complex issues to the project or development team with clear documentation.
- Maintain a help desk ticketing log, track resolution times, and follow up with users.
- Assist in training and onboarding staff and lecturers on system usage.
- Draft and maintain user guides, FAQs, and knowledge base materials for recurring issues.
- Collect structured user feedback to inform system enhancements and new developments.
- Communicate diplomatically and professionally with users, including those under pressure or frustrated.
Qualifications:
- Bachelor's degree in Information Systems, Business Information Technology, or related field.
- Strong system thinking and analytical skills - able to see the connections between different modules and processes.
- Proven ability in problem diagnosis and troubleshooting (application/software focus).
- Good communication and interpersonal skills, with the ability to explain technical solutions in user-friendly terms.
- Patience, diplomacy, and conflict-handling skills for dealing with difficult or non-technical users.
- Organizational skills to manage multiple support requests simultaneously.
- Agile-able to quickly adapt, learn, and respond to user needs-and stable-a reliable presence who delivers consistent service even under pressure.
Preferred/Desirable:
- Experience with university management systems (UMS), HR/payroll software, or student billing applications, and other digital platforms.
- Ability to draft simple training materials and conduct small-group training sessions.
- 1-3 years of relevant experience in IT support, business systems help desk, or system administration.
- Interest in continuous improvement and willingness to propose ideas for process optimization.
What We Offer
- Opportunity to work at the intersection of education and technology.
- A dynamic environment where you contribute directly to improving staff and lecturer experiences.
- Mentorship and career growth opportunities in IT systems and digital transformation.
Application Instructions
Please submit the following documents along with your application:
- Your latest CV.
- A screenshot of your personality test results from