Application Support Specialist

This role is open to expatriates who are willing to relocate to Jakarta, Indonesia.

Join the ranks of Asia Pulp & Paper (APP), a global leader in integrated paper production, boasting a workforce of over 100,000 professionals. With a presence in more than 150 countries and manufacturing facilities worldwide, our reach extends far and wide. At APP, we prioritize supply chain integrity and uphold a steadfast commitment to our Sustainable Roadmap Vision 2030.

Job Summary: Own day-to-day support, stability, and continuous improvement for key systems and their data flows covering Sales and HR systems, and data/reporting. The role ensures incidents are resolved fast, root causes are eliminated, releases are well managed, data is reliable for operations and reporting, and users receive timely support while meeting security and privacy controls.

Key Responsibilities: Provide L2/L3 support for Sales and HR systems (configuration, user issues, interface errors, functional troubleshooting). Manage incidents and service requests: triage, ticket logging, prioritization, stakeholder updates, and SLA adherence. Perform root cause analysis (RCA) and drive problem management to reduce recurring issues and implement preventive fixes. Monitor application and platform health: jobs, interfaces, logs, alerts, and performance; proactively identify risks/outages. Monitor and support data pipelines/interfaces across Sales apps, HR systems, SAP, and reporting layers (API/file/IDoc). Support user onboarding/offboarding: access requests, role assignments, account creation/deactivation, RBAC compliance and audit requirements. Support minor enhancements and fixes: requirement clarification, impact analysis, testing/UAT support, deployment, and hypercare. Work with infrastructure teams, vendors, and developers for escalation, follow-up, maintenance, patching, and minor upgrades. Maintain documentation: runbooks, user guides/FAQs, support knowledge base; deliver quick user training when needed. Assist with basic data validation, reporting issues, and system testing activities.

Qualifications and Experience: Strong troubleshooting and problem-solving capability, including log analysis, issue reproduction, data validation, and interface/job monitoring. Experience supporting SuccessFactors and/or sales ordering platforms / CRM; exposure to SAP integrations (API/file/IDoc or similar) is an advantage. Basic SQL skills and good understanding of data flows, interfaces, and reporting dependencies. Strong communication and stakeholder management skills, with a customer-service mindset when supporting non-technical users. Ability to prioritize and manage multiple tasks/issues, work independently, and deliver under SLA-driven environments with minimal supervision.

Why Join Us? Be part of a forward-thinking organization driving innovation and transformation. Lead strategic initiatives that shape the future of our business. Work with passionate professionals in a collaborative and empowering environment. Enjoy competitive compensation, professional development opportunities, and a supportive culture.