Application Specialist Lead

Job Description

Responsibilities:

Team Management

• 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.