1. Understanding the systems/applications being used by the process owners to be able to help them when they escalate concerns.
2. Always available and accessible to provide technical support when required; troubleshoot application issues.
3. Managing Ticketed concerns and updating resolutions implemented.
4. Identifying and resolving technical issues.
5. Managing Coordination to project members.
6. Assisting in the development of User's Manual and Updating Technical documents and procedures.
7. Delivering Regular training to Process owners .
8. Communicating/Escalating support issues to external vendors and/or Sys Dev.
9. Managing Resolution timelines with external vendors and/or Sys Dev.
10. Performing QA activities as required.
11. Assisting in Project Management.
12. Installing, Testing and Deploying System patches.
13. Performing Data Analytics.
14. Attending meetings whether Internal to the IT team or as requested by business groups.
15. Perform other tasks as assigned by superiors.

Replacement for the position vacated by Roger Villanueva, who transferred to Solutions Architecture.

Not required.

-Good oral and written communication skills and the ability to work well with people at all levels.
-Must be able to work quickly and methodically; problem solver.
-Customer focused; a positive, take-charge attitude.
-Strong computer, analytical and organizational skills.

Graduate of Information Technology or any related course.

-With ACD, SAP, CRM and/or client and web based business solutions applications experience.
-Preferably with Project Management an/or QA experience.
-Good working knowledge of SQL and experience in SDL.
1-2 years work experience in supporting applications.

Support users in using deployed solutions by making sure that IT services and applications are available and accessible for the users to do their daily operations