IT Application Support

Job Summary:

The IT Application Support plays a pivotal role in ensuring the seamless operation of various software applications within the IT division of our retail company. This position involves providing technical support, troubleshooting issues, coordinating with stakeholders, and optimizing the utilization of software systems. Working closely with the IT team, end-users, and vendors, the Application Support Coordinator enhances application performance and maximizes user satisfaction.

Responsibilities:

1. Application Support and Troubleshooting:

Provide technical and functional support for Odoo POS, Oracle Fusion, and e-commerce applications via phone, email, and ticketing system.

Identify and resolve issues pertaining to functionalities, configurations, integrations, and installations within SLA.

Collaborate with cross-functional teams to diagnose root causes of recurring issues and implement permanent solutions, minimizing business disruptions.

Investigate and resolve application-related problems promptly, ensuring uninterrupted business operations.

Document support processes, known issues, and resolutions to maintain a comprehensive knowledge base.

2. User Training and Assistance:

Conduct training sessions to acquaint end-users with software applications, ensuring proficient system usage.

Assist users in navigating and understanding application features, functionalities, and workflows.

Provide ongoing assistance and guidance to end-users, addressing concerns and ensuring optimal system utilization.

3. Application Enhancement and Testing:

Liaise with software vendors and developers to communicate user requirements, feedback, and necessary enhancements.

Participate in application testing activities, including functional, regression, and user acceptance testing.

Identify and report bugs, inconsistencies, and usability issues, collaborating with the development team to rectify them.

Recommend process improvements or system enhancements to enhance the support experience.

4. System Maintenance and Monitoring:

Coordinate with the IT team to execute routine maintenance tasks, such as applying updates and patches to software applications.

Monitor application performance, detect potential bottlenecks, and proactively address system-related issues.

Ensure data integrity and security by implementing appropriate access controls and data backup procedures.

5. Documentation and Reporting:

Maintain accurate documentation of application configurations, support processes, and system changes.

Generate regular reports on application usage, system performance, and support metrics.

Analyze support request trends to identify opportunities for process improvement and user training.

Document and maintain detailed records of all support activities and resolutions.

Education and Competency:

Bachelors degree in computer science, Information Systems, or a related field.

2-4 years of proven experience in technical support for Odoo POS, Oracle Fusion, and e-commerce applications.

Strong understanding of Odoo POS and Oracle Fusion modules, functionalities, and integration.

Proficiency in troubleshooting application issues and providing technical support to end-users.

Excellent communication skills, both verbal and written, with the ability to convey complex technical concepts to non-technical users.

Strong organizational skills with the ability to prioritize tasks in a fast-paced environment.

Attention to detail and a commitment to delivering high-quality service to end-users.

Knowledge of SQL, scripting languages, and database management systems is advantageous.

Familiarity with ITIL practices and principles is desirable.

Additional Requirements:

Must be willing to work on/off the field, travel, and hold a valid driving license.