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 and producing 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
- 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.
- 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
- The role may involve occasional travel.
Apply, please kindly email your updated resume to [email protected].
Only shortlisted applicants will be notified.
APBA TG Human Resource Pte Ltd (14C7275) || Akshya R (R24122440)
