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Business Systems & Automation Specialist

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Location: Al Thuraya Consultancy Egypt, Maadi, Cairo, Egypt 
Reports to: VP of Corporate Quality and Centre of Excellence
Employment Type: Full-time 
Direct Reports: None 

Job Summary

The Business Systems & Automation Specialist at Al Thuraya Consultancy Egypt will support, administer and optimise the organisation’s business systems, with a primary focus on the Zoho One ecosystem. The role supports the Centre of Excellence in improving operational workflows, reporting, analytics, user adoption and cross-functional process efficiency across a 35-person organisation. 

The role is not a traditional IT helpdesk role, a pure software developer role, or an accounting/controller role. It is designed for a process-oriented business systems professional who can translate user requirements into practical system improvements, automate workflows, troubleshoot system issues and support operational excellence initiatives. 

Responsibilities

1. Business Systems Administration:

  • Administer and maintain core business applications, including Zoho CRM, Zoho Books, Zoho People, Zoho Sign, Zoho Contracts, Zoho Forms, Zoho Desk, Zoho Analytics, and other related systems as required.
  • Manage user access, roles, permissions, data fields, workflow rules, forms, modules, templates and basic application configuration.
  • Ensure business applications are reliable, structured and aligned with approved operational processes.
  • Coordinate with external implementation partners or vendors where advanced configuration, accounting support or integration support is required.

2. Workflow Automation and Process Optimisation:

  • Analyse current workflows and identify opportunities for automation, simplification, standardisation and stronger process control. 
  • Build, test and maintain workflow automations, approvals, notifications, forms, task triggers and data capture mechanisms within Zoho One and related platforms.
  • Support process mapping and translate business requirements into system configuration requirements.
  • Work with departments to reduce manual work, duplicate entries and process bottlenecks.

3. Reporting, Dashboards and Analytics: 

  • Develop and maintain operational dashboards, management reports and recurring analytics using Zoho Analytics and other reporting tools.
  • Support data quality reviews, basic data validation, report definitions and KPI reporting requirements.
  • Prepare structured reports for the Centre of Excellence, management and department heads to support decision-making and operational monitoring.

4. User Support and Training:

  • Provide direct user support for business application usage, system questions, workflow issues and basic troubleshooting.
  • Prepare user guides, quick reference materials and short training sessions to improve adoption of approved systems and workflows.
  • Act as a bridge between business users, the Centre of Excellence, external vendors and implementation partners.
  • Escalate technical or specialist issues appropriately while maintaining ownership of business-user follow-up.

5. CRM, ERP and Operational Systems Support:

  • Support Zoho CRM configuration, data structure, pipeline and process flows, forms and related operational modules.
  • Support internal workflow, reporting and analytics needs related to Zoho Books while recognising that core accounting configuration and accounting support are handled externally.
  • Support the use of Zoho People, Zoho Sign, Zoho Contracts, Zoho Forms, Zoho Desk and other Zoho One applications according to organisational priorities.
  • Maintain documentation of system configurations, workflow logic and major changes.

6. Integrations, Low-Code / No-Code and Technical Enablement:

  • Support low-code/no-code automation and basic system integrations where appropriate.
  • Assist with Deluge scripting, API-based workflows, webhooks or integration logic where business needs require technical enablement.
  • Test technical solutions before release and document configuration changes.
  • Maintain a learning mindset towards scripting, integrations, automation and emerging business systems tools.

7. Data Quality, Governance and Compliance:

  • Support data consistency, user discipline, access control, records quality and process governance across business systems.
  • Assist in applying approved information management, data protection, confidentiality and records management practices.
  • Ensure business system changes are documented, tested and aligned with internal approval requirements.
  • Coordinate with the Centre of Excellence on process governance, internal quality assurance and improvement initiatives.

8. Cross-Functional Collaboration:

  • Work closely with HR, Finance, Accounting, Operations, Facility Management, Business Development, Admin and other departments to understand operational requirements.
  • Translate business problems into practical system, process or reporting solutions.
  • Support change management activities related to new system features, workflow updates, user adoption and process changes.
  • Communicate clearly with technical and non-technical stakeholders.

9. Continuous Improvement:

  • Monitor recurring system issues, user feedback and workflow gaps to identify improvement opportunities.
  • Recommend enhancements that improve control, efficiency, visibility and user experience.
  • Participate in internal improvement initiatives led by the Centre of Excellence.
  • Maintain current knowledge of Zoho One capabilities, automation tools, ERP/CRM trends and reporting practices.

10. Other Duties as Assigned:

  • Support additional business systems, automation, reporting, user training or process improvement tasks as required.
  • Assist in special projects where business systems and operational workflows are involved.
  • Provide support during workload peaks, system updates, new module implementation or internal transformation initiatives.

Job Specifications

  • Job Grade: Mid-level specialist role,  reflecting hands-on system administration, process analysis, automation, reporting and cross-functional support responsibilities.
  • Job Classification: given the role’s requirement to balance operational support, system configuration, process thinking, reporting and user-facing communication.
  • Direct Reports: None at this stage. The role may coordinate with vendors, implementation partners and business users.
  • Internal Stakeholders: Centre of Excellence, HR, Finance, Accounting, Operations, Facility Management, Business Development, Admin and other system users.
  • External Stakeholders: Zoho implementation partners, support vendors, external accounting/application consultants where applicable.

Qualifications

1. Education:

  • Bachelor’s degree in, Information Systems, Computer Science, Management Information Systems, Accounting Information Systems, or a related field.
  • Professional training in ERP, CRM, analytics, automation or process improvement is preferred.

2. Experience:

  • 3-6 years of experience in ERP, CRM, business systems administration, business analysis, workflow automation or related operational systems roles.
  • Practical experience in workflow automation, reporting/dashboarding and user support.
  • Experience working with ERP/CRM platforms. Zoho experience is preferred but not mandatory.
  • Experience in Zoho One, Deluge scripting, API/integration exposure, ERP implementation, low-code/no-code tools or analytics platforms is a plus.
  • Experience supporting cross-functional business users in a small to mid-sized organisation is preferred.

3. Knowledge:

  • Business Systems: Strong understanding of ERP, CRM and business application administration concepts.
  • Process Improvement: Ability to understand workflows, identify inefficiencies and convert requirements into practical system improvements.
  • Reporting and Analytics: Knowledge of dashboards, KPIs, data quality, operational reporting and basic analytics.
  • Zoho One Ecosystem: Working knowledge of, or ability to learn, Zoho CRM, Zoho Books, Zoho People, Zoho Sign, Zoho Contracts, Zoho Forms, Zoho Desk and Zoho Analytics.
  • Integration Awareness: Familiarity with APIs, webhooks, low-code/no-code automation and scripting concepts is preferred.
  • Governance and Documentation: Understanding of access control, change documentation, confidentiality, data quality and system governance.

4. Skills:

  • Strong process thinking and business analysis skills.
  • Workflow automation and system configuration capability.
  • Reporting/dashboard development skills.
  • Troubleshooting and root-cause analysis.
  • Clear communication with technical and non-technical users.
  • Strong documentation and user-guide writing ability.
  • Ability to work independently and manage multiple priorities.
  • English fluency.
  • Proficiency in Microsoft Office and business productivity tools.
  • Technical curiosity and ability to learn new tools quickly.

5. Attributes:

  • Process-oriented, organised and proactive.
  • Systems-minded and operationally focused.
  • Practical, hands-on and solution-oriented.
  • Comfortable working cross-functionally.
  • Able to balance technical configuration with business communication.
  • Adaptable, curious and willing to learn technical solutions as business needs evolve.
  • Detail-oriented and committed to reliable documentation.

Prerequisite Training and Level of Training Required

1. Zoho One Administration and Configuration:

  • Level: Intermediate to Advanced
  • Focus: Zoho CRM, Zoho Books workflow support, Zoho People, Zoho Sign, Zoho Contracts, Zoho Forms, Zoho Desk and Zoho Analytics configuration and user administration.

2. Workflow Automation and Process Improvement:

  • Level: Intermediate
  • Focus: Workflow design, automation logic, approval flows, process mapping, standardisation, controls and operational efficiency.

3. Reporting, Dashboards and Analytics:

  • Level: Intermediate
  • Focus: KPI definition, dashboard development, operational reporting, data validation and management reporting through Zoho Analytics or equivalent tools.

4. Low-Code / No-Code Automation and Integration Awareness:

  • Level: Intermediate
  • Focus: Deluge scripting basics, APIs, webhooks, integrations, testing practices and documentation of automation logic.

5. User Support and Training:

  • Level: Intermediate
  • Focus: User communication, troubleshooting, preparation of guides, training delivery and adoption support.

6. Data Governance, Access Control and Confidentiality:

  • Level: Intermediate
  • Focus: User access, permissions, records quality, data protection, confidentiality and change documentation.

7. Continuous Professional Development:

  • Level: Ongoing
  • Focus: Regular participation in Zoho, ERP/CRM, automation, analytics, process improvement and digital transformation learning activities.

Interested candidates must apply to [email protected]