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 
  • The role may involve occasional travel.