Analyst – Business Support Center – Auto Services

About the role

We are looking for an Analyst to join the Business Support Center for Auto Services. The role provides Level 1 application support for automotive CRM and Dealer Management System (DMS) tools, acting as the bridge between business users and IT teams.

Key responsibilities

• Provide Level 1 support for CRM and DMS applications and manage incidents and service requests within agreed SLAs.
• Monitor open service appointments, coordinate confirmations, rescheduling, approvals, parts availability and pending invoices with customers.
• Collaborate with service advisors, parts, billing, technical teams and vendors to resolve issues.
• Identify recurring problems and assist in Root Cause Analysis (RCA).
• Track application health, business‑critical interfaces, SLA compliance, ticket aging, backlog and overall service performance.
• Prepare daily, weekly and monthly support reports.
• Serve as the primary point of contact between business users and IT teams.

Required profile

• 2–5 years of experience in enterprise application or ERP environments.
• Graduate in any discipline or equivalent.
• Strong problem‑solving, communication and stakeholder‑management abilities.
• Familiarity with enterprise applications such as ERP, CRM or HRMS.
• Knowledge of Identity & Access Management (IAM) and access‑control principles.
• Experience in automotive service, scheduling or appointment coordination is a plus.

Required skills

• ERP
• CRM
• HRMS
• Identity & Access Management (IAM)