Job Purpose
Responsible for the application implementation and for providing first and second level support to ensure customer satisfaction
Perform duties in accordance with Malia Group Policies and Procedures
Duties And Responsibilities
On Application Implementation
Collaborate closely with the Maliatec Lead Implementation Manager to define a comprehensive Implementation plan with clear deliverables Conduct thorough risk management to identify and mitigate potential issues, ensuring project timelines are met Conduct thorough risk management to identify and mitigate potential issues, ensuring project timelines are met Work closely with the technical and quality assurance teams, providing clear guidance on requested customizations and ensuring their timely completion Maintain proactive communication with clients and the technical team at each project milestone to ensure alignment and satisfaction Develop data integrations with third-party applications to meet client requirements and enhance software functionality Conduct comprehensive testing of software products to ensure that all deliverables meet the specified requirements Provide end-user training to ensure smooth adoption of the delivered applications and systems Handle technical issue requests from customers and evaluate their achievability, providing suitable solutions or workarounds Continuously engage with customers to obtain their User Acceptance Test (UAT) signatures, ensuring the successful acceptance of the implemented solutions
On Application Business Knowledge
Collaborate closely with the business analyst team to play a key role in requirement gathering, ensuring a deep understanding of client needs and objectives Respond promptly to customer requests and treat them with urgency, providing the necessary support and solutions to meet their requirements effectively
On Product Ownership
Develop and demonstrate an in-depth and comprehensive knowledge of the application process and customer requirements to ensure the successful delivery of customized solutions Provide first and second level support to clients, and coordinate with users/customers as needed to diagnose and resolve complex errors and bugs, ensuring customer satisfaction and minimal disruption Master and continually monitor implementation techniques, ensuring that results meet or exceed expectations and that clients are fully satisfied with the delivered solutions
On Documentation and Task Logging
Document and properly archive all implementation & integration procedures and processes as per set department methodology Log all tasks related to solution integration / implementation and customer support into the logging tools and provide clear insights on effort progress
Education And Experience
Education
Bachelor of Science in Computer Science or Computer Communications Engineering
Experience
Minimum 5 years of previous related experience.
Proficient in MS SQL, C# and API Integration with 3rd parties