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
- Enforce and adhere to Maliatec Implementation Standards to maintain consistency and quality in project implementations.
- 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 tne logging tools and provide clear insignts on effort progress

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