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Senior Executive, Application Support
CyberjayaCyberjaya, Selangor, Malaysia30+ days ago
Job descriptionProvide first-level support to academic and administrative users, including training and user guidance. Assist in gathering user requirements and translating them into functional specifications or enhancement requests. Support user acceptance testing (UAT) and feedback collection during upgrades or new feature rollouts. Work closely with cross-functional stakeholders to gather business requirements and translate them into technical or functional solutions. Support system onboarding and training sessions for end-users, particularly in CRM and SMS modules. Document user manuals, SOPs, and process flows to support consistent system usage. Ensure data integrity, security, and privacy across CRM, SMS, and LMS in compliance with institutional and regulatory standards. Assist in audit preparation, access reviews, and compliance documentation. Maintain accurate records of system configurations, user access, and change logs. Bachelor’s Degree in Computer Science, Information Systems, or a related field. Minimum 3–5 years of hands-on experience supporting and managing CRM systems is mandatory. Experience in supporting SMS (e.g., UNIT4, Oracle PeopleSoft, Ellucian) and LMS (e.g., Moodle, Blackboard, Canvas) is highly desirable. Experience in the Malaysian private higher education sector is an advantage. Strong functional understanding of CRM operations in the context of student recruitment, communication, and engagement. Good knowledge of student lifecycle processes (enrolment, registration, graduation, etc.). Excellent problem-solving and analytical skills. Effective communication and stakeholder management abilities. Ability to document workflows, manage UAT sessions, and provide user training. Familiarity with ITIL practices and basic project coordination is preferred. Proficient in English, both written and spoken.
To provide advanced application support and enhancement services for the university’s CRM, Student Management System (SMS), and Learning Management System (LMS). The role emphasizes hands-on involvement in ensuring system performance, supporting end-users, and coordinating improvements—particularly focusing on CRM systems used to manage the student recruitment, engagement, and lifecycle journey.
Key Responsibilities
CRM SUPPORT & ENHANCEMENT (PRIMARY FOCUS)
- Serve as the primary support contact for the university’s CRM platform, ensuring consistent system availability and optimal performance.
- Manage CRM-related issues, configuration, user requests, campaign setups, and integration with SMS or external platforms.
- Collaborate with Marketing, Admissions, and Academic teams to support outreach campaigns, lead management, and communication workflows.
- Coordinate system enhancements, upgrades, and vendor interactions related to CRM.
- Analyse and improve CRM processes to increase user efficiency and student engagement outcomes.
SMS & LMS Support
STAKEHOLDER ENGAGEMENT
GOVERNANCE & COMPLIANCE
Skills and Experiences
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Senior Support Application Support • Cyberjaya, Selangor, Malaysia
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