No. of Positions: 03
Location: Islamabad, PK
Work Model: Hybrid
Timings: 06:00PM to 03:00 AM PKT
RESPONSIBILITIES
- Serve as an Application Maintenance and Support consultant and provide functional support in the design, configuration and troubleshooting of our platform.
- Be the point of contact for the assigned clients and respond to client inquiries through a ticketing system.
- Collaborate with other clients’ teams to handle increased support demand or participate to a task force aimed to manage a client urgent requirement.
- Understand client business requirements and evaluate proposed solutions to facilitate discussions between the various technical groups.
- Develop and coordinate proactive maintenance initiatives based on industry best practices and statistical data trends.
- Assist in the definition, evaluation, and delivery of software fixes, including identification of business acceptable workaround.
- Collaborate closely with the Core Product Team to share Clients´ feedback and to identify application evolutions to address emerging Clients´ business needs.
- Oversee Quality Assurance approach through planning, execution and coordination of system, performance & integration testing.
- Define, support, and coordinate the release management strategy, in agreement with related Client policies.
- Compile, analyse and interpret statistical data and trends relating to service level and operational efficiency.
- Ensure contractual service levels and provisions are handled efficiently.
- Provide guidance, coaching and mentorship to junior business analyst
QUALIFICATIONS & EXPEREINCE:
- 5+ years of experience in supporting clients on enterprise software
- Bachelor’s / master’s degree in computer science, Engineering Management, MIS, Accounting or Business.
- Relevant CRM, ERP or related system experience.
- Comfortable working with both waterfall and agile methodologies.
- Background in FMCG commercial processes such as Trade Promotion Management/Retail Execution/Sales Force Automation is an advantage.
- Knowledge of data and system integration architectures as well as relational databases and ETL.
- Ability to perform simple and medium complexity data inquiries onto Microsoft SQL Server database is a significant advantage.
- Demonstrable experience in software lifecycle and design best practices.
- Good understanding of Support Service Delivery and Service Level Agreement (SLA) concepts.
- Client-centric approach, creative thinking and presentation skills.
- Excellent listening and interpersonal skills in (written and spoken) English
What We Have For You:
Great compensation package, medical benefit for you and your family, free lunch, Bi-annual performance-tied increments & performance recognition awards and a great lean and agile work culture!
Convo endorses a culture of diversity in all aspects and aims to build a diverse team of amazing individuals!
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Last updated on Jan 30, 2025