Job Description
A purpose‑led organization that is building a meaningful future through innovation, technology, and collective knowledge. We're #BuildingOnBelief.
Tata Consultancy Services (TCS) is a global leader in IT services, digital and business solutions that partners with its clients to simplify, strengthen and transform their businesses. TCS offers a consulting‑led, integrated portfolio of IT, BPS, infrastructure, engineering and assurance services. We ensure the highest levels of certainty and satisfaction through a deep‑set commitment to our clients, comprehensive industry expertise and a global network of innovation and delivery centers. For more information, visit us at www.tcs.com.
Role Summary
Serve as the bridge between customer stakeholders and the iON Delivery Team, driving successful SaaS product implementations and ongoing support. Leverage business analysis, solutioning, and process improvement skills to ensure customer success and maximize product adoption.
Key Responsibilities
Stakeholder Engagement & Requirements Gathering
Build strong relationships with internal and external stakeholders throughout the project lifecycle.
Conduct workshops, interviews, and discussions to elicit, analyze, and document business requirements, pain points, and success metrics.
Define project requirements by identifying milestones, phases, deliverables, and acceptance criteria.
Liaise between customers and the iON Delivery Team in India for seamless delivery and implementation of iON Product Suites in Indonesia.
Master TCS iON Education Product Suites (training provided by iON experts).
Provide solutioning and configuration based on customer requirements, ensuring alignment with business goals and technical feasibility.
Configure TCS iON solutions and perform data loads as per user needs.
Recommend process improvements by studying current practices and designing modifications to enhance efficiency and user experience.
Implementation & Support
Support SaaS implementation activities, including environment setup, UAT coordination, and go‑live readiness.
Attend, analyze, and resolve issues reported by customers, ensuring timely and effective support.
Track and report on implementation progress, risks, and issues to project stakeholders.
Collaborate with cross‑functional teams (Product, Engineering, QA, Service Desk) to resolve blockers and deliver solutions.
Training & Enablement
Develop and deliver tailored training sessions and documentation for customer users and administrators.
Create training documents/handouts specific to customer business requirements.
Guide customer teams on support processes, ticketing, and escalation paths.
Continuous Improvement & Customer Success
Monitor product usage and adoption; gather feedback to drive enhancements and improve customer satisfaction.
Analyze support trends and proactively recommend changes to improve service quality and reduce recurring issues.
Contribute to knowledge base and SOPs for ongoing support and enablement.
Governance & Reporting
Participate in governance meetings, status reviews, and reporting (weekly/monthly) as part of project management support.
Maintain transparent communication with stakeholders regarding project status, risks, and mitigation plans.
Experience Desired
Minimum 4 years of experience in product implementation, preferably SaaS or cloud‑based solutions.
Exposure to education products, marketplaces (e.g. Ruangguru and likes), and Learning Management Systems (LMS).
Experience in requirements analysis, solutioning, and process improvement.
Strong communication, stakeholder management, and problem‑solving skills.
Experience working in cross‑cultural, distributed teams is a plus.
Preferred Skills & Certifications
Familiarity with SaaS delivery models, cloud platforms, and ITIL/Agile methodologies.
Proficiency in business analysis tools (e.g., Jira, MS Excel/PowerPoint).
Certifications: CBAP, PMI‑PBA, Agile BA, or similar (preferred but not mandatory).
Thank you for your interest in applying for this position with TCS. All applicants who meet the requirements will be considered equally and fairly for employment. TCS is an equal employment opportunity provider and does not differentiate applicants on any basis. If you are a person with a disability and need a reasonable accommodation to apply for this career opportunity, please do connect with us on our LinkedIn TCS Asia Pacific Handle and we will be happy to guide you further.
We will review your application and will get back to you if we are considering your interest in this opportunity!
Seniority level
Mid‑Senior level
Employment type
Contract
Job function
Information Technology and Consulting
IT Services and IT Consulting
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South Jakarta, Jakarta, Indonesia 4 weeks ago
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