Systems Analyst - Tech Solutions

About Our Client

Our Client operates within the IT sector, delivering technology solutions and support services to organisations across several industries. The Company focuses on understanding each customer’s requirements and providing dependable systems, responsive assistance and effective communication.

Role Overview

Heroix is collaborating with our Client to recruit a Systems Analyst who will join the Company’s Customer Support Team. The selected candidate will assist customers throughout the implementation and ongoing use of business process management and workflow solutions, working closely with experienced technical colleagues to analyse requirements, configure systems, conduct testing and resolve support requests.

This position offers regular customer interaction and is suited to someone who combines technical ability with analytical thinking, clear communication and a genuine interest in improving how organisations use technology.

Key Responsibilities

• Customer Assistance: Provide timely technical and functional support in accordance with the service arrangements established for each customer.
• Case Management: Record, investigate and progress customer queries, referring complex matters to the appropriate specialists and confirming that each case has been properly concluded.
• Operational Support: Contribute to the Customer Support Team’s daily workload and help maintain an organised and responsive service.
• Solution Documentation: Produce and update accurate records covering system configurations, customer environments, amendments and subsequent enhancements.
• Customer Relationships: Establish trusted professional connections with customers, understand their evolving priorities and recognise potential opportunities for additional services.
• System Administration: Assist with the configuration, upkeep and enhancement of implemented platforms under the direction of senior colleagues.
• Solution Implementation: Support the deployment and ongoing operation of customer systems using the tools and working methods approved by the Company.
• Requirements Analysis: Examine business activities and functional expectations, converting them into clearly structured specifications and solution requirements with guidance from experienced team members.
• Process and Data Design: Contribute to the preparation of business process structures, workflow designs and data models that address identified operational needs.
• Quality Validation: Prepare and carry out testing activities to confirm that developed solutions perform correctly and provide the expected level of usability.
• User Acceptance Support: Coordinate with customers during acceptance testing, document the results and communicate any issues or required improvements to the relevant stakeholders.
• Training Delivery: Help create user guides and learning materials, while also supporting training sessions that enable customers to use implemented systems confidently.
• Data Preparation: Assist with retrieving, organising and transforming information before presenting it through the appropriate applications and reporting platforms.
• Commercial Contribution: Provide technical and functional input for proposals, tender submissions and other business development initiatives managed by the commercial function.
• Professional Development: Keep informed about developments in business analysis, process automation and relevant technologies, sharing useful knowledge across the team.
• Vendor Certification: Complete technical training and work towards certifications associated with the Company’s technology partners when required.

Qualifications, Skills and Attributes

• Education: A Bachelor’s degree in Computing, Information Technology or another closely related discipline is required.
• Professional Certifications: Relevant technology certifications would be considered advantageous. The successful candidate should also be prepared to pursue further supplier or vendor credentials as required.
• Experience: Approximately one to two years of experience in an IT-related position is preferred, particularly within customer support, software implementation or solution delivery.
• Language Skills: Excellent command of English is required to succeed in this role. The ability to communicate in Maltese would be an asset.
• Communication Skills: Strong written and verbal communication abilities, including the capacity to listen carefully, explain technical matters clearly and convert customer needs into precise requirements.
• Interpersonal Skills: A friendly and customer-oriented approach, with the confidence to engage regularly with end users and develop lasting professional relationships.
• Technical Skills: Familiarity with SQL, database technologies, process automation platforms and customer-facing IT systems would be beneficial. The candidate should understand the principles behind business process design, data modelling and workflow configuration.
• Business Analysis: The ability to examine working practices, identify areas requiring improvement and contribute to practical technology-based solutions.
• Testing and Training: An understanding of software validation, acceptance testing and user instruction, together with an interest in helping customers adopt new systems successfully.
• Organisation: Strong attention to detail and effective time-management skills, with the ability to coordinate several assignments while maintaining complete and reliable documentation.
• Self-Motivated: A proactive and adaptable attitude, supported by enthusiasm for technology, professional learning and continuous improvement.
• Problem-Solving: Well-developed analytical judgement and the ability to assess technical or operational challenges before identifying workable solutions.
• Teamwork: The capacity to work independently when appropriate while remaining cooperative, dependable and willing to exchange knowledge with colleagues.
• Presentation Skills: The confidence to communicate findings, demonstrate solutions and present technical information in a structured and accessible manner.

What’s on Offer

• Compensation: A competitive salary package aligned with the candidate’s experience, qualifications and technical capabilities.
• Working Hours: Full-time working arrangements with the opportunity to benefit from a hybrid work model.
• Health Insurance: Private medical insurance is provided as part of the employment package.
• Mobile Subscription: A mobile communication plan will be made available to the selected candidate.
• Study Leave: Additional leave is offered to support approved studies, examinations and relevant professional qualifications.
• Social Activities: Regular team gatherings and social events contribute to an engaging and connected workplace.
• Career Development: Structured support for professional learning, personal development and career advancement within a growing technology business.

What Heroix Offers

• Confidentiality and Discretion: Your job search will be handled with the utmost confidentiality and professionalism.
• CV Review: Receive candid and constructive feedback to enhance your CV.
• Interview Planning: Get personalised preparation sessions prior to your interviews.
• Cultural Fit Assessment: Understand the company culture to ensure it is the right environment for you.
• Long Term: Gain insights into the role and company for a long-term, stable career move.
• Exclusive Opportunities: Access a broader range of job opportunities.
• Personalised Candidate Profile: Stand out with a detailed profile highlighting your strengths and skills.
• Ongoing Support and Guidance: Benefit from continuous support throughout your job search process.
• Networking Opportunities: Leverage our extensive network of industry contacts for exclusive positions.
• Time Efficiency: Save time and effort with our efficient and effective recruitment strategies.
• Tailored Job Matching: Find the perfect fit with customised job matching based on your skills and career goals.
• Feedback Loop: Stay informed and engaged with regular updates and feedback on your application status.

Heroix - Rise to New Heights

Follow Heroix on our social media channels to be the first to know about our exclusive job offers:

• LinkedIn
• WhatsApp
• Facebook

Licensed and regulated by the Government of Malta under DIER Agency Licence No. 00412-2025