Mid-Level, Senior

Service Operations Excellent Specialist, KSEA

Petaling Jaya, Malaysia · On-site

The Key User is responsible for supporting business processes and digital tools used in Service operations. This role acts as the main point of contact for users, helping them use systems effectively, resolving day-to-day issues, and supporting the adoption of new tools and processes.

The role also works closely with Operations, Sales, IT, and other stakeholders to improve processes, support system rollouts and testing, provide user training, and develop reports and dashboards to support business decisions.

What you will do

Digital Tools & User Support

Act as the main point of contact for digital tools such as Salesforce, SAP, KONECT, KFM, FSM, KFF, SMT, and DMP.
Provide first-level support and guidance to users on system and process-related issues.
Support new users during onboarding and help them understand how to use the systems correctly.
Identify system issues, raise support tickets, and follow up until resolution.

System Deployment & UAT

Participate in User Acceptance Testing (UAT), system testing, and pilot activities.
Support the rollout of new or updated systems, tools, and processes.
Work with IT and product teams to identify system issues and suggest improvements.
Support change management activities and encourage users to adopt new ways of working.

Training & User Adoption

Conduct system and process training for new and existing users.
Prepare and update training materials when required.
Monitor system adoption and provide additional training or support when needed.
Share best practices and help users make better use of available digital tools.

Process Improvement

Review end-to-end Service processes and identify gaps, bottlenecks, and improvement opportunities.
Work with Operations, Sales, and other teams to improve efficiency and ways of working.
Create and maintain process documentation and guidelines.
Recommend practical solutions to improve processes and system usage.

Data Analytics & Reporting

Create and maintain Power BI dashboards and reports based on business requirements.
Analyse operational data and provide useful insights to management.
Ensure data accuracy and quality across systems and reports.

Month-End Activities

Support and monitor month-end activities through CPM.
Ensure required activities are completed accurately and on time.
Support data accuracy, process compliance, and operational readiness.

Are you the one

Bachelor's degree in Business Administration, Information Technology, Engineering, Data Analytics, or a related field.
Experience in Service operations, process improvement, digital tools, system implementation, or a related area.
Good understanding of end-to-end Service processes and operational workflows.
Experience in system implementation, rollout, or digital transformation projects is an advantage.
Experience with business systems or digital tools such as Salesforce, SAP, KONECT, KFM, FSM, KFF, SMT, or DMP.
Good knowledge of Power BI, including dashboard creation, reporting, and data analysis.
Experience with SAP or other enterprise systems.
Understanding of process improvement and change management. Knowledge of ADKAR is an advantage.
Experience with UAT, system deployment, incident management, or end-user support is preferred.
Project management skills are an advantage.
Strong analytical and problem-solving skills.
Good communication and stakeholder management skills.
Fluent in English and the local language.

At KONE, we are focused on creating an innovative and collaborative working culture where we value the contribution of each individual. Employee engagement is a key focus area for us and we encourage participation and the sharing of information and ideas. Sustainability is an integral part of our culture and the daily practice. We follow ethical business practices and we seek to develop a culture of working together where co-workers trust and respect each other and good performance is recognized. In being a great place to work, we are proud to offer a range of experiences and opportunities that will help you to achieve your career and personal goals and enable you to live a healthy and balanced life.

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