Applications Specialist - Remote Role

NAVIGA is the leading provider of software and services powering the global media industry.

We are seeking an Applications Specialist to work within our Publishing Services and Support Team on a remote basis.

It’s a great opportunity, if you are looking for responsibility in providing training, client support, consultation, and implementation services to users of Naviga products.  The Applications Specialist possesses deep knowledge of Naviga products and leverages this knowledge as well as problem solving, creativity, communications, interpersonal and organizational skills into the Implementation and Support of Naviga products.

The primary responsibilities of the Applications Specialist include the ability to train colleagues and customers, support, configure and deliver applications/systems following set guidelines and practices. In addition, to assist in the installation, maintenance and upgrades of all application and services used within Naviga’s customer base, for multiple product lines.

The role holder utilises their core technical, applications, industry and communication skills to ensure common questions and issues raised by customers are managed and dealt with confidently and efficiently.

A high level of self-management is required ensuring assigned projects and service desk queues are managed effectively and all requests are evaluated and actioned in accordance with the company’s Service Level Agreements and procedures. The role holder will need to ensure all requests that are within their remit are logged, prioritised, updated and resolved with full customer participation, including raising items for discussion within wider teams when required to ensure a resolution is gained promptly.  Identifying requests that require escalating promptly is a key factor in ensuring support meets customer expectations.

As a member of the Support team, you will be expected to build-up and maintain a good level of knowledge across the Services and Products supported and demonstrate this when dealing with issues affecting the operation of the customer’s infrastructure and systems.

Remote support is essential to ensure any requests that can be managed remotely are actioned by the role holder within agreed timescales.

Job Duties and Responsibilities

·         To keep up to date the training material which you are responsible for, this includes both documents and video material.

·         To train and support customers and colleagues on the use of nominated (for example, Wave2 and GN4) product portfolios especially on how they interact with Adobe’s InDesign/After Effects and HTML files to provide an on-line editing/templating solution.

·         To perform regular regression and patch testing of software, when released by the Development Team.

·         Ability to create and amend InDesign and HTML artworks that interact with the Naviga portfolio.

·         To maintain and enhance front end web sites with the use of HTML/CSS/Angular Materials technologies when required.

·         To ensure all items are logged correctly through the Service Desk following the set guidelines and to ensure customers have relevant and concise feedback when working on their requests.

·         To carry out fault diagnosis remotely, rectifying faults and where required arranging additional courses of action such as referral to senior staff.

·         To attend customer sites, if required, to assist in pre-sales meetings, provide training services and/or handhold the customer through product / system go lives.

·         To work closely with other team members providing backup and support where needed and when requested.

·         To help build and maintain customer documentation such as system layout, services installed, new features in a next release.

·         Must be capable of working under pressure especially at busy times in the lead up to a system go live and have the ability to work unsupervised.

·         To help create a friendly support team that is respected and trusted by all customers.

·         To be pro-active in suggesting new developments, workflows, uses, and cost advantages of systems wherever possible.

Education, Experience, and Requirements

·         Adobe InDesign – intermediate level or above

·         HTML coding – intermediate or above

·         Angular materials, desirable but not essential

·         After Effects – desirable but not essential

·         General understanding on Windows Server 2016 and above

·         Ability to support to first and second line various Naviga software solutions, primarily the Wave2 and GN4 portfolio but extended to the Advertising. Full training will be provided.

·         Previous experience in a training and support environment

·         Customer facing and interaction skills

·         Previous experience of the Publishing Industry, desirable but not essential

 

Disclaimer: This job description is only a summary of the typical functions of the job, not an exhaustive or comprehensive list of all possible job responsibilities, tasks, and duties. Responsibilities, tasks, and duties of the jobholder might differ from those outlined in the job description and other duties, as assigned, might be required.

 

Naviga Inc. is an Equal Opportunity Affirmative Action Employer

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Last updated on Aug 13, 2024