Implementation specialist

Broad Function:

We are seeking an experienced IT Systems Specialist with 5+ years of experience in managing enterprise business applications such as CRM, HRMS, Recruitment, Ticketing, ERP, and related systems. The ideal candidate should have hands-on experience in system administration, user access management, integration, troubleshooting, and vendor coordination, with the ability to quickly adapt to new technologies and collaborate effectively with cross-functional teams.

Roles and Responsibilities (not limited to):

Own and manage the organization's internal business systems, including CRM, HRMS, Recruitment, Ticketing, ERP, and other enterprise applications. Serve as the primary point of contact for all internal business systems by troubleshooting issues, resolving user queries, and coordinating with vendors for complex technical problems. Manage system configurations, upgrades, plugins, and version updates while ensuring proper change management, stakeholder communication, and minimal business disruption. Maintain system documentation and audit records by tracking configuration changes, updates, user activities, and system modifications. Administer user accounts, roles, and permissions across all business applications in collaboration with business stakeholders and leadership. Monitor system availability, performance, security, and reliability by performing regular health checks, software updates, and patch management. Provide first-level technical support, user training, and create Standard Operating Procedures (SOPs), knowledge base articles, and user documentation. Ensure data accuracy, integrity, backup, and recovery processes are effectively maintained across all business systems. Manage relationships with software vendors, coordinate issue resolution, oversee support requests, and recommend system optimization or consolidation opportunities to improve operational efficiency. Implement and maintain operational security best practices while supporting IT Security and Governance teams in ensuring compliance with organizational security standards and policies.

Requirements

Desired Qualifications & Experience:

Bachelor's degree in information technology, Computer Science, Engineering, or a related discipline. Minimum 5+ years of hands-on experience managing and administering enterprise business applications such as CRM, HRMS, Recruitment, Ticketing/ITSM, ERP, or similar business systems. Proven ability to quickly learn, configure, and support new business applications by leveraging product documentation, knowledge bases, and AI-powered tools such as Chat GPT, Claude, or similar platforms. Strong expertise in at least one enterprise business application, with hands-on experience in system administration, configuration, customization, or integrations. Experience in troubleshooting complex technical issues across multiple business systems and driving issues to resolution with minimal supervision. Good understanding of system configuration management, software upgrades, change management, and release processes, including testing, documentation, and stakeholder communication. Experience in user access management, role-based permissions, system monitoring, data integrity, backup, and recovery processes. Strong analytical, problem-solving, and decision-making skills with the ability to manage multiple systems in a fast-paced environment. Excellent communication and stakeholder management skills, with the ability to collaborate effectively with cross-functional teams including HR, Sales, Operations, and Leadership. Knowledge of API integrations, workflow automation, reporting tools, and enterprise application best practices will be an added advantage. Relevant certifications in CRM, HRMS, ERP, ITSM, or other enterprise platforms are preferred but not mandatory.