Application Support / System SME Lead - MENA

SUMMARY:
The Application Support / System SME Lead - MENA will provide business-facing functional support, system expertise, user enablement and adoption support for priority applications across the Middle East and North Africa

POSITION INFO:

PURPOSE OF JOB

The Application Support / System SME Lead - MENA will provide business-facing functional support, system expertise, user enablement and adoption support for priority applications across the Middle East and North Africa. The role will support regional system adoption, data quality, process compliance, release readiness and functional issue resolution, acting as a bridge between business users, the Digital & Transformation Hub, IT, vendors and system owners

Key Responsibilities

Functional System Support

• Provide first-line functional triage, guidance and issue resolution for priority business systems used across MENA.
• Maintain regional knowledge base material, SOPs, FAQs, training content and support documentation.
• Escalate technical issues to IT, vendors or system owners with clear diagnostics and business impact.
• Analyse recurring issues and recommend system, process, training or configuration improvements.

System Adoption & User Enablement

• Support adoption of core platforms such as CAFM, ERP, procurement, QHSE and reporting tools across MENA.
• Coordinate training, super-user networks, release communication and change adoption activities.
• Assist business units with role-based access, master data quality, workflow discipline and process compliance.
• Promote consistent use of approved systems and reduce reliance on manual or spreadsheet-based workarounds.

Regional Data Quality & Reporting Support

• Monitor data quality, completeness, usage and process compliance in MENA systems.
• Support reporting, dashboard and management visibility initiatives by improving source-system data discipline.
• Coordinate with the Data Scientist / Analytics Lead to resolve data gaps and reporting issues.
• Help ensure regional processes are standardised where possible while allowing for legitimate local regulatory requirements.

Continuous Improvement & Regional Coordination

• Collect user feedback, enhancement requests and adoption issues for the Digital & Transformation Hub backlog.
• Support system testing, UAT, release planning and post-go-live support.
• Coordinate with regional leaders, country teams and functional owners to improve system performance and adoption.
• Contribute to benefits tracking for support, adoption and systemisation initiatives

Qualifications & Experience

Minimum Requirements

• Bachelor''s degree or diploma in Information Systems, Business Systems, Operations, Facilities Management, Finance, Technology or related field.
• Minimum 4-7 years of experience in application support, functional systems support, business systems administration, super-user leadership or system implementation support.
• Experience supporting enterprise applications such as CAFM, ERP, procurement, finance, QHSE, service desk or reporting platforms.
• Strong understanding of user support, issue triage, training, access management and process compliance.
• Experience supporting multi-country or regional business users.

Preferred

• ITIL Foundation, systems administration, CAFM, ERP, Power BI or service management certification.
• Experience in facilities management, property management, operations or regional shared services.
• Experience supporting Middle East and North Africa operations and cross-border user communities.
• Arabic language capability would be advantageous where relevant to regional support needs.
• Basic SQL, reporting, data quality or workflow configuration exposure.

Preferred Skills & Competencies

• Application support
• System SME capability     
• User training and adoption
• Issue triage and escalation
• Process compliance
• Data quality discipline
• Stakeholder management
• Documentation and knowledge management
• Service mindset and regional coordination