Systems Analyst

We’re an award-winning global outsourcer providing contact center and back office services on behalf of our global clients. Come work at a place where innovation and teamwork come together to support the most exciting missions in the world# Position Description: Systems Analyst## Position DetailsPosition Title: Systems & Process Analyst (or Business Systems & Process Analyst)Reports To: Financial ControllerLocation: (Insert Location or Remote)Employment Type: (Full-time / Part-time / Contract)## Position SummaryThe Systems & Process Analyst plays a pivotal role in supporting, optimizing, and enabling the use of internal business systems across the organization. This role bridges technology and operations, focusing on troubleshooting, process improvement, documentation, training, and user enablement across platforms including Microsoft Business Central, Sales Professional, Concur Expenses, Power BI, and Anvaigo Delivery. The analyst ensures systems are aligned with business needs and supports continuous improvement initiatives.## Key Responsibilities### System Support & Troubleshooting- Provide first-line support for internal system issues, acting as the initial point of contact for staff.- Liaise with vendors and external support teams (e.g., iCatalyst) for escalated issues and enhancements.- Support integration projects and system upgrades, including testing and rollout coordination.### Process Improvement & Documentation- Analyze current workflows and identify opportunities for efficiency and automation.- Collaborate with departments to streamline operations using existing systems.- Develop and maintain process documentation, SOPs, and training materials.### Training & Change Management- Conduct onboarding and ongoing training for staff on systems such as Business Central, Concur, Power BI, and Anvaigo Delivery.- Create user guides and training materials tailored to different roles.- Provide one-on-one coaching to improve system usage and adoption.### System Utilization & Effectiveness- Monitor system usage and effectiveness; report on KPIs and improvement opportunities.- Recommend enhancements or integrations to improve business outcomes.- Work with stakeholders to ensure systems meet operational needs.### Reporting & Analysis- Use tools like Power BI to generate insights and reports.- Support departments with data analysis and dashboard creation.### Other Duties- Assist with onboarding new staff into systems and ensure smooth transitions.- Support cross-functional projects and system-related initiatives as required.## Key Systems Used- Microsoft Dynamics 365 Business Central- Microsoft Sales Professional- Concur Expenses- Power BI- Anvaigo Delivery (within Business Central)- (Add any other relevant systems)## Skills & Experience### Required- 2+ years’ experience with ERP, CRM, and reporting systems (preferably Microsoft stack).- Strong analytical and problem-solving skills.- Experience in process mapping, documentation, and workflow automation (e.g., Power Automate).- Excellent communication and interpersonal skills.- Experience in training, support, or business analysis roles.- Ability to work independently and manage multiple priorities.### Preferred- Degree or certification in Business Systems, IT, or related field.- Microsoft certifications (e.g., Business Central, Dynamics CRM, Power Platform).- Experience in finance, logistics, or operations.- Exposure to ERP/CRM integration projects.## Reporting StructureReports to: Financial Controller or Group Commercial Manager.Works closely with: Operations, Finance, Sales, and IT teams.Join the A-Team and experience the A-LifeAcquire Intelligence is an award-winning, global business outsourcer with 10,000 staff and over 16-years’ experience in delivering intelligent contact center and back-office functions for global businesses across many industries including telecommunications, banking and financial services, insurance, media, education and retail. We're an entrepreneurial business that is highly experienced in working with our partners to solve real-life problems quickly. A genuine partnership approach is at the heart of we do. Our teams are highly proficient in exceeding expectations, especially in situations where in-house teams may be typically challenged with the business processes of “big business.” We have Class A offices in 14 locations across Australia, the Dominican Republic, the Philippines and the United States, as well as comprehensive Work-from-Home environments, where client-permitted. We're recognized as being Safe, Flexible and Innovative, giving our clients the capability to Outsource with confidence. As a dynamic organization with the ability to take your career to the next level, we're looking for strong candidates with BPO experience to join our growing team. We value our employees highly and, as such, offer excellent career development programs and competitive compensation and benefits packages. 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