Technical Support Specialist
2 weeks ago
Employment type: Project-based
Work setup: Onsite 100% in Makati
Please only apply if you're willing to work onsite and travel locally to meet client's distributors across the country (Luzon, Visayas, Mindanao) for Rollout for about 2-3 weeks.
Highly preferred someone that has field experience in tech support and functional exposure.
Job Summary:
The Implementation Roll-out Specialist (IRS) is an external IT specialist hired on a contractual basis to implement and roll-out the DMS 2.0 solution to all client's distributors. These distributors are located across different parts of the Philippines and will require the IRS to undergo domestic travels.Executes the technical delivery of solutions in the distributor, deploying training and support models.Represents the voice of the end users, collects local requirements, executes user acceptance testing and conducts training.Ensures that no business downtime is encountered during roll-out.Business Context and Complexity:
Supports the day-to-day operations and maintenance of Distributor Management System (DMS) during roll-out for all of its assigned distributors. Supports critical business processes (ordering, inventory management) across all distributor sales channels.Works with internal Business Systems Analysts and external vendors to ensure high level of service on Sales IT systemsResult Areas:
Service Management - Ensures that all relevant operational data (products, pricing, promotions, salesman targets, customer hierarchy, etc) are accurately maintained within agreed SLA across all Sales IT systems.Problem and Incident Management - Leads management and resolution of incidents within aligned Service Level Agreement to prevent major business disruption. Perform Operations reviews to ensure that recurring problems are tracked and have the right sustainable solutions.Stakeholder Management – Manages stakeholders in the IT team and commercial team to align new capabilities and changes in ways of workingContinual Service Improvement – Deliver effective and efficient IT services in line with technology adoption by implementing process automation.Change Management – Complete necessary technical and user acceptance testing for new functionalities and ensure that all business critical scenarios are covered.Capability Building – Continuously elevate the capability of Distributor Systems and Data Analyst by building their knowledge in Distributor Management Systems-
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