Summary of Role:
Candidate is expected to be technically competent, adapt at agile development methodology and communicate well to get things done.
Good at managing change control encompassing requirement gathering, articulating and translating requirements into logic, transfer requirements to development team, conduct testing and release new features to customers.
Meticulously good at documenting changes diligently, thinking from user point of view.

Duties & 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.
• Act 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.
• Develop, prepare, and update user manuals, best practices, newsletters, and memorandums.
• Establish and maintain cooperative and supportive relationships with stakeholders.
• Participate in and understand 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.
• Ensure tools are optimally configured to meet the needs of the organization

Requirements

• Degree in Information Technology, Computer Science, or a related field.
• Minimum 3 years relevant experience in handling IT support focusing on features improvement or similar role.
• Basic understanding of ITIL processes and frameworks.
• 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.
• 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.
• The role may involve occasional travel.