Responsibilities
• Support service delivery and provide tier-3 support for tool-related issues and troubleshoot problems as they arise. Provide guidance to IT staff and end-users
• Acts as liaison between Applications Support, Sales and customers regarding feature improvements to core application platforms
• Articulate with development team regarding feature changes and requirements
• Conduct surveys with customers after each feature release to gauge NPS score
• Develops, prepares, and updates user manuals, best practices, newsletters, and memorandums
• Establishes and maintains cooperative and supportive relationships with stakeholders.
• Participates in and understands the life cycle of application deployments, including application testing, deployment, support, and upgrades, ensure timely and successful delivery.
• Able to conduct comprehensive applications testing, applying best practices in stress testing prior to implementation
• Maintain an in-depth knowledge of the core application platforms, to become competent in all
• feature improvements of the platform.
• Identify opportunities for process automation and implement appropriate solutions.
• Be able to appreciate Agile Development Methodology, emphasizing on communication andproducing new features swiftly
• Awareness in changes of technology landscape in order to alert about impact to the products
• Ensures tools are optimally configured to meet the needs of the organization
Requirements
• Min 3 years relevant experience in handling IT support focusing on features improvement or similar role
• Min degree in in Information Technology, Computer Science, or a related field. Basic understanding of ITIL processes and frameworks Strong communication and collaboration skills to ensure customers and internal stakeholders are properly engaged
• Excellent customer focus, must have demonstrated customer service skills and the ability to interact with people professionally
• Ability to work independently and multi-tasking
• Willingness to learn and adapt to new technologies and processes.
• Able to communicate effectively (spoken and written) in English
• Experience working in Software Development teams will be advantageous
• Programming skills in languages such as C#, Python, JavaScript, or other relevant languages.
• Relevant certifications (e.g., ITIL Foundation, ITSM Tool-specific certifications) are preferred
Licence no: 12C6060
