IT Support Analyst

Job Title: IT Support Analyst

Location: Riyadh, Saudi Arabia

Industry : Solar, Energy, Power Solutions (A Abunayyan Business Unit)

Department: Information Technology

Role Purpose

The IT Support Analyst is responsible for ensuring the stability, performance, and continuous improvement of the company’s IT systems and applications. The role combines technical expertise with business analysis to identify requirements, implement solutions, and resolve issues while ensuring compliance with security standards and operational efficiency. The IT Support Analyst will act as a bridge between business users, IT teams, and external vendors to deliver seamless technology services that support business growth.

Key Responsibilities

Business Requirements & Analysis

• Gather, analyze, and document business requirements to support system enhancements and new solutions.
• Translate business needs into functional and technical specifications.

System Evaluation & Enhancement

• Assess existing IT systems, identify gaps, and recommend improvements, upgrades, or automation opportunities.
• Conduct feasibility studies and system impact assessments for proposed changes.

Cross-Functional Collaboration

• Partner with IT Infrastructure, Security, Applications, and Business teams to deliver integrated solutions.
• Act as a liaison between technical and non-technical stakeholders, ensuring clear communication.

Issue Resolution & User Support

• Troubleshoot and resolve system incidents with minimal disruption to operations.
• Perform root cause analysis and implement long-term corrective measures.
• Provide second-level support to end-users and escalate issues as necessary.

System Implementation & Integration

• Support deployment, configuration, testing, and integration of new applications and upgrades.
• Ensure seamless adoption and performance of IT solutions post-implementation.

Documentation & Compliance

• Create and maintain system documentation, user manuals, and test scripts.
• Ensure compliance with IT policies, cybersecurity standards, and audit requirements.

Training & Knowledge Transfer

• Deliver user training and guidance to enhance system adoption and efficiency.
• Provide ongoing support to optimize user experience with IT systems.

Vendor & Service Management

• Coordinate with vendors and service providers for system support, upgrades, and issue resolution.
• Manage service agreements and monitor vendor performance.

Qualifications & Experience

• Bachelor’s degree in Computer Science, Information Technology, or related field.
• 3–6 years of experience as a System/IT Analyst or similar role.

Technical Skills & Knowledge

• Strong knowledge of enterprise applications, databases ( SQL/Oracle ), and system integration .
• Hands-on experience with ERP/CRM platforms ( SAP, Oracle, MS Dynamics preferred ).
• Proficiency in ITSM tools and ticketing systems ( ServiceNow, Jira ).
• Understanding of system architecture, networking fundamentals, and IT security practices.
• Knowledge of cloud platforms ( Azure/AWS ) and scripting languages ( Python, PowerShell ).
• Familiarity with Agile methodologies and project management tools .
• Strong problem-solving, analytical, and communication skills.
• Ability to manage multiple priorities in a fast-paced environment.