Systems Analyst - Tech Solutions

Key Responsibilities

• Customer Assistance: Provide timely technical and functional support in accordance with the service arrangements established for each customer.
• Case Management: Record, investigate and progress customer queries, referring complex matters to the appropriate specialists and confirming that each case has been properly concluded.
• Operational Support: Contribute to the Customer Support Team’s daily workload and help maintain an organised and responsive service.
• Solution Documentation: Produce and update accurate records covering system configurations, customer environments, amendments and subsequent enhancements.
• Customer Relationships: Establish trusted professional connections with customers, understand their evolving priorities and recognise potential opportunities for additional services.
• System Administration: Assist with the configuration, upkeep and enhancement of implemented platforms under the direction of senior colleagues.
• Solution Implementation: Support the deployment and ongoing operation of customer systems using the tools and working methods approved by the Company.
• Requirements Analysis: Examine business activities and functional expectations, converting them into clearly structured specifications and solution requirements with guidance from experienced team members.
• Process and Data Design: Contribute to the preparation of business process structures, workflow designs and data models that address identified operational needs.
• Quality Validation: Prepare and carry out testing activities to confirm that developed solutions perform correctly and provide the expected level of usability.
• User Acceptance Support: Coordinate with customers during acceptance testing, document the results and communicate any issues or required improvements to the relevant stakeholders.
• Training Delivery: Help create user guides and learning materials, while also supporting training sessions that enable customers to use implemented systems confidently.
• Data Preparation: Assist with retrieving, organising and transforming information before presenting it through the appropriate applications and reporting platforms.
• Commercial Contribution: Provide technical and functional input for proposals, tender submissions and other business development initiatives managed by the commercial function.
• Professional Development: Keep informed about developments in business analysis, process automation and relevant technologies, sharing useful knowledge across the team.
• Vendor Certification: Complete technical training and work towards certifications associated with the Company’s technology partners when required.

Qualifications, Skills and Attributes

• Education: A Bachelor’s degree in Computing, Information Technology or another closely related discipline is required.
• Professional Certifications: Relevant technology certifications would be considered advantageous. The successful candidate should also be prepared to pursue further supplier or vendor credentials as required.
• Experience: Approximately one to two years of experience in an IT-related position is preferred, particularly within customer support, software implementation or solution delivery.
• Language Skills: Excellent command of English is required to succeed in this role. The ability to communicate in Maltese would be an asset.
• Communication Skills: Strong written and verbal communication abilities, including the capacity to listen carefully, explain technical matters clearly and convert customer needs into precise requirements.
• Interpersonal Skills: A friendly and customer-oriented approach, with the confidence to engage regularly with end users and develop lasting professional relationships.
• Technical Skills: Familiarity with SQL, database technologies, process automation platforms and customer-facing IT systems would be beneficial. The candidate should understand the principles behind business process design, data modelling and workflow configuration.
• Business Analysis: The ability to examine working practices, identify areas requiring improvement and contribute to practical technology-based solutions.
• Testing and Training: An understanding of software validation, acceptance testing and user instruction, together with an interest in helping customers adopt new systems successfully.
• Organisation: Strong attention to detail and effective time-management skills, with the ability to coordinate several assignments while maintaining complete and reliable documentation.
• Self-Motivated: A proactive and adaptable attitude, supported by enthusiasm for technology, professional learning and continuous improvement.
• Problem-Solving: Well-developed analytical judgement and the ability to assess technical or operational challenges before identifying workable solutions.
• Teamwork: The capacity to work independently when appropriate while remaining cooperative, dependable and willing to exchange knowledge with colleagues.
• Presentation Skills: The confidence to communicate findings, demonstrate solutions and present technical information in a structured and accessible manner.

What’s on Offer

• Compensation: A competitive salary package aligned with the candidate’s experience, qualifications and technical capabilities.
• Working Hours: Full-time working arrangements with the opportunity to benefit from a hybrid work model.
• Health Insurance: Private medical insurance is provided as part of the employment package.
• Mobile Subscription: A mobile communication plan will be made available to the selected candidate.
• Study Leave: Additional leave is offered to support approved studies, examinations and relevant professional qualifications.
• Social Activities: Regular team gatherings and social events contribute to an engaging and connected workplace.
• Career Development: Structured support for professional learning, personal development and career advancement within a growing technology business.