Systems and Application Officer

ROLE PURPOSE: 

The Systems & Applications Officer provides operational support for enterprise systems, business applications, websites, reporting solutions, and internally developed platforms across Save the Children Indonesia (SCIDN). Working under the supervision of the Systems & Applications Coordinator, the role delivers first-line technical support, system administration, testing, training, reporting, and continuous improvement activities to ensure reliable, secure, and effective technology services. The Officer supports implementation of digital transformation initiatives, contributes to enhancement of enterprise and internally managed systems including Oracle NetSuite and SPARK, and promotes effective adoption of technology solutions to improve organizational performance.

KEY AREA OF ACCOUNTABILITY 

1. Systems Administration and Operational Support

• Provide first-line administration and support for Oracle NetSuite (in collaboration with vendor) and other enterprise applications managed by the Technology & Digital team. Assist with user account management, role assignments, access reviews, and operational support activities for enterprise systems.
• Provide day-to-day administration and support for other systems and applications. Monitor application performance, availability, user access, and operational issues, assists in maintaining application configurations, user permissions, system documentation, and operational procedures. 
• Escalate complex issues to the Systems & Applications Coordinator, vendors, or development partners when required. Troubleshoot and resolve system incidents, service requests, and user-reported problems within agreed service standards.

2. SCIDN Website Support 

• Provide day-to-day operational support for the SCIDN website, including user administration, content publishing assistance, and routine maintenance activities. Monitor website functionality and report technical issues, performance concerns, and user feedback to the Systems & Applications Coordinator.
• Maintain website documentation, access records, and support logs to ensure compliance with organizational standards. Support website testing, updates, and enhancement initiatives in collaboration with internal stakeholders and service providers.

3. User Support and Service Delivery

• Serve as a first point of contact for systems and applications support requests. Provide technical guidance and assistance to users across departments.
• Support adoption of digital tools and promote effective system utilization across SCIDN.Deliver user onboarding, training, refresher sessions, and development of user guides and knowledge materials. 
• Maintain service logs, support records, and issue tracking documentation.

4. Systems Development and Continuous Improvement

• Support requirements gathering, business process mapping, testing, and deployment activities for systems enhancements and new solutions. Conduct user acceptance testing (UAT) and document testing results.
• Support continuous improvement initiatives by identifying opportunities to improve efficiency, user experience, and data quality. Escalate enhancement requirements and technical issues to the Systems & Applications Coordinator as appropriate
• Provide operational support, testing, documentation, and user assistance for internally developed applications and platforms, including SPARK and future technology solutions. 

5. Data, Reporting and Integration Support

• Develop and maintain routine reports, queries, and dashboards to support operational and management decision-making. 
• Assist in designing and implementing workflow automation solutions using Microsoft Power Platform and other approved technologies. 
• Support data migration, system integration testing, and data quality improvement initiatives.

6. Vendor and Project Support

• Support coordination with software vendors, consultants, and implementation partners during projects and support activities. Support monitoring of vendor performance against agreed deliverables and service-level expectations.
• Prepare technical documentation, user requirements, test scripts, and implementation materials for application-related projects. Contribute to project documentation, status reporting, and implementation activities.
• Track support tickets, enhancement requests, and agreed actions with external service providers.
• Assist in monitoring software licenses, subscriptions, contracts, and maintenance renewals.

7. Compliance, Security and Organizational Performance

• Support implementation of organizational policies, procedures, and standards related to systems and applications. Ensure accurate maintenance of system records, documentation, and audit trails.
• Follow information security, data protection, and access control requirements in all assigned activities.
• Contribute to achievement of departmental objectives, KPIs, and digital transformation initiatives. Undertake other assignments related to systems, applications, and digital technology as requested by the Systems & Applications Coordinator.

QUALIFICATIONS AND EXPERIENCES

Essential

• Bachelor’s degree in information technology, Information Systems, Computer Science, Software Engineering, or other relevant discipline with minimum 2-3 years of experience in systems administration, application support, IT operations, business systems, or related technology roles.
• Experience supporting enterprise applications, ERP solutions, CRM systems, databases, or business platforms.
• Experience providing technical support, troubleshooting, and user assistance in a professional environment.
• Working knowledge of system implementation, testing, configuration, and support processes.
• Understanding of software development lifecycle (SDLC), business process automation, and systems integration concepts.
• Experience using Microsoft 365, including SharePoint, Teams, Power Platform, and related productivity tools.
• Strong analytical, problem-solving, and troubleshooting skills with strong customer service orientation and stakeholder engagement capability and ability to manage multiple priorities and work effectively in a dynamic environment.
• Understanding of information security, data protection, and good technology governance practices.
• Good written and verbal communication skills in English and Bahasa Indonesia.

Desirable

• Experience supporting Oracle NetSuite or similar ERP solutions.
• Relevant technical certifications in systems administration, business applications, Microsoft technologies, Power Platform, ERP systems, or related areas are desirable.
• Experience supporting internally developed applications and digital platforms.
• Experience with SQL, reporting tools, APIs, workflow automation, or low-code/no-code platforms.
• Experience supporting digital transformation initiatives in NGOs, development organizations, or complex multi-stakeholder environments.