EXECUTIVE, APPLICATION SUPPORT

Job Responsibilities:

To provide day-to-day operational support and assist in the enhancement of the Student Management System (SMS) and Learning Management System (LMS). The role focuses on ensuring the stability, functionality, and continuous improvement of these critical systems in alignment with academic and administrative needs.

SYSTEM SUPPORT & MAINTENANCE

• Respond to and resolve support tickets related to SMS and LMS, including system issues, user access, and functional queries.
• Perform routine system monitoring and data checks to ensure accuracy, uptime, and optimal performance.
• Assist with system configuration, user administration, and data updates.
• Escalate complex issues to senior team members or vendors as required.

STAKEHOLDER ENGAGEMENT

• Provide 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.

SYSTEM ENHANCEMENT & DEPLOYMENT

• Participate in scheduled system upgrades, patch testing, and deployment coordination.
• Support documentation of changes, enhancements, and system configuration updates.
• Assist in integration testing with other university systems where applicable.

GOVERNANCE & COMPLIANCE

• Ensure data accuracy and support data privacy compliance in SMS and LMS environments.
• Maintain user access logs, documentation, and process workflows.
• Assist in audit preparation and respond to audit-related queries.

Qualifications:

• Bachelor’s Degree in Computer Science, Information Systems, or a related discipline.
• Minimum 1–3 years of hands-on experience supporting a Student Management System is mandatory.
• Exposure to platforms such as UNIT4, Oracle PeopleSoft, Ellucian, Campus Solutions, or other equivalent systems.
• Experience supporting LMS platforms (e.g., Moodle, Blackboard, Canvas) is an advantage.
• Experience in the Malaysian private higher education sector is an added advantage.
• Basic understanding of student lifecycle functions such as admissions, registration, grading, and graduation.
• Strong analytical and problem-solving skills.
• Good communication skills and ability to interact with non-technical users.
• Team player with a service-oriented attitude.
• Familiarity with IT service management frameworks (e.g., ITIL) is a plus.
• Proficient in spoken and written English (minimum average level).