Role purpose
The Business Systems Owner ensures the day-to-day functioning of business systems from the perspective of users and processes.
They are the link between users, business processes and the IT team.
They are responsible for user support, administering selected business systems, validating changes, adopting new features, and the quality of processes supported by information systems.
Main responsibilities
User Support & Request Triage
Responsible for the first level of business-systems support.
Activities
- receives requests from users
- performs initial problem analysis
- distinguishes incidents, bugs, change requests and process problems
- resolves common requests independently
- escalates more complex problems to the appropriate roles
- communicates progress to users
Outputs
- correctly recorded requests
- high-quality inputs for further resolution
- minimized unnecessary escalations
Business Systems Administration
Responsible for administering and configuring the entrusted business systems.
Activities
- managing system configuration
- managing reference data
- managing user settings
- checking the correctness of the configuration
- supporting users in working with the systems
Outputs
- correctly configured systems
- up-to-date configuration
- a working user environment
Process Operations
Responsible for the correct functioning of processes supported by the systems.
Activities
- verifies the correctness of processes
- identifies process problems
- checks data flows
- verifies the correctness of integrations
- helps resolve operational problems
Outputs
- working processes
- deviations caught early
- feedback on process quality
Release Validation
Responsible for the business validation of changes.
Activities
- performs user acceptance testing
- verifies critical scenarios
- validates data migrations
- checks changes after a release
- confirms the system is ready for business use
Outputs
- confirmed business functionality
- problems identified before production use
- validated migrations
User Adoption & Communication
Responsible for users understanding and correctly using the systems.
Activities
- communicates changes to users
- prepares guides
- organizes training
- supports onboarding of new users
- collects feedback
- identifies problems in how systems are used
Outputs
- informed users
- fast adoption of new features
- captured feedback
Business Systems Knowledge
Responsible for the knowledge layer of the business systems.
Activities
- documents processes
- maintains user guides
- maintains the knowledge base
- documents system configuration
- records known problems and their solutions
Outputs
- up-to-date documentation
- shared knowledge
- reduced dependency on individuals
AI-Enabled Business Operations
Actively uses AI to increase the efficiency of support, documentation and knowledge management.
Using AI
- creating documentation
- creating guides
- creating training materials
- analyzing helpdesk requests
- categorizing requests
- analyzing feedback
- designing test scenarios
- maintaining the knowledge base
- designing automations for support processes
Strategic goal of the role
Gradually reduce the amount of manual support and increase user self-service.
The role is not measured by the number of resolved tickets.
The role is measured by the ability to:
- remove recurring problems,
- increase process quality,
- improve system adoption,
- automate support,
- increase the usefulness of the knowledge base.
Key metrics
- number of recurring requests
- speed of adopting new features
- documentation quality
- knowledge base usage
- number of automated support processes
- number of successfully validated releases
- user satisfaction
Working with other roles
Business Owner
Passes on information about user problems and needs.
Product Builder
Provides feedback from real-world use of the systems.
Product Engineer
Cooperates on resolving problems and validating changes.
System Owner
Cooperates on change adoption, process quality and correct system usage.
IT Operations Owner
Cooperates on resolving operational and user problems.
The Business Systems Owner ensures there is no communication or knowledge gap between users, processes and systems.