Digital Workplace Business Analyst

Role overview

You will support the day-to-day operation and regional rollout of Feishu/Lark, office automation (OA) approval systems, and AI productivity tools. As the first point of contact for employees using these platforms, you will troubleshoot issues, translate business needs into workflow changes, and help teams adopt new tools through training and practical guidance.

Key responsibilities

1. Support Feishu/Lark operations and rollout. Help plan and implement regional rollouts, including tenant configuration, access permissions, and data migration. Respond to user tickets, resolve common issues at first contact, and escalate complex cases.

2. Gather requirements and configure OA workflows. Work with business users to clarify approval requirements, map workflows, update forms and permissions, and coordinate integration testing across Landray EKP and the in-house OA system.

3. Help teams adopt AI productivity tools. Identify practical use cases, build and maintain a prompt template library, run training sessions, and refine guidance based on user feedback and adoption data.

4. Create user guides and deliver training. Produce FAQs, step-by-step guides, training materials, and internal communications. Support the delivery of workshops and adoption activities.

5. Track service performance and report results. Compile accurate monthly reports on support tickets, workflow changes, and adoption activities. Use the findings to identify recurring issues and support operational reviews.

Qualifications

• Bachelor’s degree in any discipline. Computer Science, Information Management, or a related field is preferred.

• One to three years of experience in IT support, collaboration platform operations, or a related area.

• Familiarity with Feishu/Lark’s core features and administration console.

• Ability to independently update OA workflows, forms, and access permissions.

• Proficiency with common AI productivity tools and the ability to write clear FAQs and user guides.

• Basic data analysis and reporting skills.

• Clear communication, a service-oriented approach, and a willingness to learn and test new tools.

Skills

Data Reports, Recommendations for Approval, Developing user guides, access permissions, It Support, Maintain Discipline, Technological Proficiency, Organising Workshops, Issue Handling, Service-Oriented Architecture (SOA), Collaboration Tools, Develop Training Materials, Training Sessions, Monthly Progress Reporting, support of IT projects, Operational Workflow