Functional Support Associate

About the role

We are looking for a Functional Support Associate to provide first‑ and second‑level assistance for our business applications. The role involves troubleshooting user issues, monitoring system performance, and acting as a bridge between end‑users and technical teams to ensure smooth daily operations.

Key responsibilities

• Provide first and second‑level functional support for business applications and resolve user issues.
• Monitor system performance, handle service requests and incidents via ticketing tools such as ServiceNow or Jira.
• Analyze business workflows, identify functional gaps, and support process‑improvement initiatives.
• Diagnose issues, determine root causes, and escalate technical problems to development teams when needed.
• Track incidents through resolution, ensure timely closure, and maintain functional documentation, user guides, and SOPs.
• Support system testing (UAT, regression) for new releases and validate changes against business requirements.
• Assist in deploying system updates and enhancements.
• Create knowledge‑base articles and provide training to end users.

Required profile

• Bachelor’s degree in Business Administration, IT, or a related field.
• 2–5 years of experience in application or functional support roles.
• Strong understanding of business processes and workflows.
• Excellent troubleshooting, analytical, and communication skills.
• Ability to work collaboratively with stakeholders and technical teams.

Required skills

• Experience with ERP/CRM systems such as SAP, Oracle, or Microsoft Dynamics.
• Proficiency with ticketing tools (ServiceNow, Jira).
• Basic knowledge of SQL and reporting tools (Power BI, Excel).
• ITIL Foundation certification (preferred).
• Familiarity with Agile or DevOps environments.