Hi! We're Smartsourcing, looking for a Senior Business Systems Administrator who can work with us full-time and on-site!
Where??? Crown 7 Business Centre, Pope John Paul II Ave, Cebu City, Cebu As a Senior Business Systems Administrator, you will help drive company values, philosophy, and initiatives that are strategically linked to Smartsourcing's mission and vision. The position involves enhancing operational efficiency by managing and optimising the use of the business systems platforms within an organisation to provide valuable insights to support strategic business decisions and drive data-informed decision-making.
This position supports the organisation by ensuring the smooth operation and effectiveness of Freshworks and other business systems, ultimately enhancing customer satisfaction and improving customer service operations.
Some of the things we expect you to do are to: Ensure the smooth operation and optimal performance of the Smartsourcing platforms, such as the Freshworks and other business systems including configuration, customisation, and integration with other systems. Ensure the effective configuration and customisation of Freshdesk to meet the organisation's specific requirements, including ticketing workflows, automation rules, and user roles. Create and manage user accounts, roles, and permissions within systems. Develop and maintain documentation, including system configurations, processes, and procedures. Providing timely and efficient support to users of Freshworks and other business systems, addressing their queries, troubleshooting issues, and conducting training sessions to enhance their understanding and utilisation of the system. Integrating Freshworks with other systems or tools used within the organisation, such as CRM platforms or chat tools, to streamline information flow, enhance collaboration, and improve overall efficiency. Collaborate with IT and other teams to integrate Smartsourcing systems with other business systems and tools. Provide month-end reports on Freshworks and other business systems performance, onboarded and offboarded systems and Associates Manage data within Freshworks and other business systems, ensuring data integrity, performing regular backups, and generating accurate reports and analytics to track key performance indicators (KPIs) and identify areas for improvement. Monitor system usage, performance, and data integrity, proactively identifying and resolving issues. Collaborate with stakeholders, including management, teams, clients and end-users, to gather requirements, provide updates, implement system enhancements or integrations and address any concerns related to Freshworks and other business systems. Formulate ways for the business/systems/workflows to improve based on research. Persuade internal and external stakeholders of the benefits of new technology or strategies Continuously identify opportunities in process and workflows within Freshworks and other business systems, implementing best practices, and suggesting enhancements to improve efficiency and overall productivity. Continuously monitor system performance, identify areas for improvement, and implement enhancements or fixes as required. Troubleshoot any technical issues or system-related challenges. Provide support to users of Smartsourcing platforms, addressing their queries and issues promptly. Conduct training sessions to enhance user proficiency and maximise system utilisation. Participate in relevant System and Analytics projects and initiatives, support technology implementations, and process changes. Contribute to various projects within the System and Analytics Department, including developing new processes and workflows, launching systems development initiatives, or implementing new technologies. Stay updated with industry trends, best practices, and emerging technologies related to business systems administration. Explore innovative approaches to leverage Smartsourcing platforms to improve business outcomes. We would need you to be or have the following: A bachelor's degree in relevant fields (e.g., Information Systems, Information Technology) is preferred. Proficiency in configuring and customising Freshworks and other business systems, including ticketing, automation, reporting, and knowledge base management. Familiarity with integrating Freshworks with other business systems, such as CRM, communication tools, or online forms such as Jotforms. Proficiency in project management tools, productivity software (e.g., Microsoft Office suite) & solid experience with Freshworks and other business systems (such as Jotforms) Experience in documenting workflows and processes Experience in preparing reports and other reportorial documents Experience in handling information requests and directives Be a part of the Smartsourcing crew ??! Smartsourcing was born with the purpose of changing people's lives. Our goal is not only to make sure businesses grow and succeed but also, that you love where you work and thrive. We recruit, train, and support you and provide great benefits. We take pride in the fact we are an award-winning organisation, hailed as one of the best employers and workplaces in Asia as seen on Great Place to Work and HR Asia.
Here's why we think you'd love working at Smartsourcing… At Smartsourcing, we're all about fostering a positive work environment for you. We're always looking for folks who are unafraid to be their absolute authentic selves because we value diversity and inclusion.
We're proud to be a certified Great Place to Work. We believe that we can expect the best out of you only when you're happy with where you work and what you do. This is why It is so vital for us that you have a healthy work-life balance.
Some of our company perks include: ?? Above-industry salary package ?? Day Shift ?? Fixed weekends off ????? HMO coverage for you and your dependent/s after one (1) month ?? Free lunch every day ? Free coffee every day (latte, americano, or cappuccino) made by our in-house barista ?? Sports wellness clubs including free-diving ??? Subsidized gym membership at Anytime Fitness ?? Travel opportunities to Australia ?? Exclusive discounts in selected restaurants and merchants And so much more!