Commercial System Support

Collaborate with stakeholders (Sales, Marketing, RTM, etc.) to collect and document business requirements.
Analyze current workflows to identify pain points and improvement opportunities.
Prepare clear and detailed documentation, including Business Requirements, User Stories, and Flow Diagrams.
Translate business needs into clear specifications for the technical team.
Act as a Product Owner and system trainer, supporting user training sessions and promoting effective adoption of commercial systems.
Support tracking of project timelines and deliverables.
Coordinate with cross-functional teams to ensure requirements are clearly communicated and implemented.
Assist in preparing change requests for process or system enhancements.
Conduct initial application testing and support UAT with business teams.
Participate in training, deployment, and post-launch follow-up activities.
Provide first-line support for system users (e.g., Salesforce, DMS, or other internal systems ABI ONE platform).
Manage user access and ensure compliance with business continuity guidelines.
Track and escalate system issues via ticketing tools (Jira, ServiceNow).
Ensure high system uptime and user satisfaction by providing timely support and meeting defined ticket resolution SLA.
Drive adoption of commercial systems while maintaining clear, accurate, and up-to-date system documentation.
Responsible for creating, maintaining, and improving documentation for internal systems and applications, ensuring clarity, accuracy, and alignment with technical and business requirements.
Prepare reports and PowerBI dashboards.
Support performance tracking and identify trends or improvement areas from user data and ticket reports.