"This role supports and enhances APAC regional business applications, primarily focusing on CRM platforms (e.g., NeoCRM) and related ERP-integrated systems.
Aligned with evolving business needs and digital transformation priorities, this position partners with business stakeholders, product owners, and Scrum teams to manage enhancement requests, support CRM deployment and post-go-live activities, and drive sprint-based delivery of system improvements.
In addition, this role provides Level 2/3 application support, contributes to application governance and release management, ensures effective testing standards and quality practices in collaboration with external partners, and drives continuous improvement of system performance and business processes.
Overall, this role requires strong CRM/ERP functional knowledge, business analysis capability, and hands-on experience in application lifecycle management to support stable and scalable regional operations."
"1. CRM Deployment & Enhancement Management
- Lead CRM (NeoCRM) deployment and post-go-live enhancement initiatives across APAC
- Collaborate with business stakeholders and product owners to gather, analyze, and prioritize enhancement requests
2. Agile Delivery & Sprint Execution
- Work closely with Scrum teams to plan and execute sprint-based delivery for system improvements
- Facilitate requirement workshops and ensure alignment between business needs and system capabilities, balancing business value, complexity, and feasibility
3. Application Support & Governance
- Provide Level 2/3 application support, driving issue analysis, resolution, and escalation management
- Drive application support governance, including SLA tracking, performance monitoring, and continuous improvement
- Utilize ServiceNow to manage incidents, problems, and support performance
4. Test Governance & Automation Coordination
- Define test strategies, requirements, and documentation standards for applications
- Act as the governance lead for test processes to ensure adequate coverage and quality
- Collaborate with external partners to implement test automation solutions (e.g., Tosca)
5. Release Management
- Coordinate with product owners and external vendors to manage application releases across the region
- Ensure release processes are standardized, well-documented, and effectively governed
6. Business Analysis & Process Improvement
- Perform business analysis activities, including process modeling, root cause analysis, and solution design
- Drive continuous improvement of business processes supported by CRM and ERP systems"
