Application Specialist Lead
5 days ago
- Lead and manage a team of application support specialists, providing guidance, performance feedback, and coaching to ensure optimal service delivery.
Implementation
- Participate in project implementation, ensuring the successful deployment of solutions (D365, Vinculum, Magento, etc.).
- Coordinate with vendors and project stakeholders to define project scope, timelines, and deliverables.
- Ensure minimal disruption to ongoing business operations.
Support and Maintenance
- Provide technical support to users across the region for assigned applications, addressing inquiries, troubleshooting issues, and resolving problems efficiently.
- Manage incident tickets, monitor application performance, identify potential issues, prioritize tasks, proactively implement preventative measures, and escalate complex problems to the appropriate teams.
Integration and Testing
- Oversee CRM and payment integrations, conducting system testing, including unit testing, integration testing, and user acceptance testing (UAT), to ensure the quality and reliability of system solutions.
Documentation and Training
- Maintain comprehensive documentation of application support processes, troubleshooting guides, and knowledge base articles.
- Facilitate knowledge sharing within the regional team to ensure consistent service quality.
- Conduct regular training sessions to upskill the team on new features, updates, and best practices.
Requirements:
- Strong understanding of application support methodologies and best practices, especially in POS and e-commerce operations.
- Proven experience in managing a technical support team in a regional setting.
- At least five years of experience with MS Dynamics solutions.
- Preferably experienced in the retail industry.
- Excellent problem-solving and troubleshooting skills.
- Ability to effectively communicate with application vendors, as well as technical and non-technical users at all levels.
- Strong customer service orientation and the ability to build positive relationships with stakeholders.
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