Job description for ATS Specialist (HRIS Application Support) at PT. Sakura System Solutions
Key Responsibilities
Provide application support and maintenance for multiple customers.
Investigate, reproduce, troubleshoot, and resolve system issues.
Prioritize support requests based on business impact and SLA commitments.
Record and manage all support activities using the company's ticketing/project management system.
Validate solutions before delivering them to customers.
Coordinate with the Development Team, Product Team, and Project Managers for issue resolution and escalation.
Provide functional guidance and user consultation to maximize system utilization.
Analyze HRIS-related calculations, including payroll, attendance, tax, benefits, and other HR modules when required.
Prepare monthly service reports, incident reports, and recommend service improvements.
Identify enhancement requests and redirect out-of-scope requests through the Change Request process.
Maintain strong customer relationships by delivering professional, responsive, and reliable support.
Qualifications
Bachelor's Degree in Information Systems, Computer Science, Informatics Engineering, or a related field.
Minimum 2–5 years of experience in one or more of the following roles:
Application Support
Technical Support
Software Support
Software Maintenance
IT Support
Experience supporting enterprise applications, HRIS, or ERP systems is highly preferred.
Experience working directly with customers or end users.
Strong troubleshooting and root cause analysis skills.
Familiarity with ticketing or project management tools such as Jira, ClickUp, Trello, Zendesk, Freshdesk, or similar platforms.
Basic knowledge of SQL and database querying is an advantage.
Experience handling incidents and production support is preferred.
Knowledge of HRIS business processes, including Payroll, Attendance, Tax, BPJS, and Employee Benefits, is a plus.
Understanding of data migration and system integration is an advantage.
Excellent analytical, problem-solving, and communication skills.
Detail-oriented, customer-focused, and able to manage multiple priorities effectively.
