Business System Specialist

The Business System Specialist, APAC will serve as the key liaison between APAC business users and the global technology team for the EMPOWER CRM platform. The role is responsible for ensuring that system enhancements, processes, and user experiences align with business needs across the region.

Working closely with the General Manager, APAC and the Chief Technology Officer in the United States, the incumbent will gather user feedback, coordinate testing activities, support issue resolution, and represent the voice of APAC end-users during system enhancement initiatives.

The successful candidate will play an important role in bridging the gap between business users and developers, helping to ensure that technology improvements deliver meaningful operational benefits while minimizing disruption to users.

Primary Responsibilities

Business Partnership and Stakeholder Management

• Act as the primary liaison between APAC business users and the global technology team, ensuring effective communication and alignment of business and technical objectives.

• Collaborate regularly with US-based technology teams and project stakeholders, participating in meetings across different time zones and supporting activities outside standard Singapore business hours when required.

• Gather stakeholder feedback and proactively identify opportunities to improve business processes, system functionality, data integrity, and overall user experience.

Business Analysis and Requirements Management

• Partner with the CTO, Product, Development, QA, and business stakeholders to gather, define, and translate business requirements into functional enhancements and system improvements.

• Provide recommendations and feedback on system enhancements from an end-user perspective, ensuring solutions meet operational needs and deliver positive user experience.

• Represent APAC business users during system enhancement discussions and ensure regional requirements are considered in solution design.

CRM Projects and Change Management

• Support regional and global CRM initiatives, including system rollouts, upgrades, deployments, and enhancement projects.

• Assist in coordinating project activities, user communications, and change management efforts to support successful CRM adoption.

• Participate in testing, release, and post-implementation activities to ensure smooth deployment of system changes. Communicate improvement recommendations to Product and Development teams.

Testing, Quality Assurance and Issue Resolution

• Review release candidates, identify and document defects, track issues through resolution, and work closely with Product, Development, and QA teams to validate fixes.

• Coordinate and support User Acceptance Testing (UAT) activities to ensure enhancements meet business requirements and quality standards.

• Monitor and escalate system-related issues, working with relevant teams to ensure timely resolution.

System Administration and Continuous Improvement

• Assist with CRM administration activities, including data validation, system configuration, monitoring application performance, and troubleshooting system issues.

• Support initiatives to improve data quality, application performance, and reduce technical debt within the CRM environment.

• Identify opportunities to optimize system usage, user experience, and operational efficiency across APAC.