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.