Solution Specialist AMS

Position’s Highlights:

This role involves ensuring that the solution evolves, including managing and prioritizing enhancement requests in collaboration with the business. From a support standpoint, it is essential to ensure that Level 1 support is properly handled while delivering Level 2 support, which includes managing incidents, requests, changes, and problems. The specialist will own the overall incident management for the solution.

The role also involves engaging in any implementation that impacts the solution and managing any dependencies with other solutions. The primary focus will be on RUN Management. It is necessary to stay in touch with external developments related to the solution and consider any modifications that may need to be implemented within the customer environment. Additionally, the Solution Specialist will act as an internal consultant.

Main Responsibilities:

• Level 2 Support for Multiple Systems: Serve as the lead for providing Level 2 support across multiple critical systems within the organization. This includes analyzing and troubleshooting complex system issues, ensuring timely resolution, and minimizing downtime. Collaborate closely with network administrators, system analysts, and software engineers to resolve software-related problems, acting as the key point of escalation for issues that cannot be resolved at Level 1
• Global Solution Specialist: Act as the Global Solution Specialist, ensuring comprehensive oversight and expertise in the company’s diverse range of applications and platforms
• End-User and Project Support: Provide ongoing support to end-users, project teams, and regional and global business analysts, ensuring smooth operation and effective utilization of the organization’s applications. This includes assisting with the resolution of issues, facilitating the application of system enhancements, and supporting the analysis of business requirements across different regions
• Test Case Preparation: Prepare detailed test case scenarios to facilitate thorough interface testing and effective resolution of support tickets
• Interface Maintenance and Management: Oversee the maintenance and management of interfaces across multiple platforms, ensuring seamless operation and integration with other systems. Actively participate in interface releases and testing campaigns, ensuring successful and error-free deployments
• Base Management: Develop and maintain comprehensive Knowledge Base articles and documents, serving as a resource for both team members and end-users
• Collaboration and Root Cause Analysis: Collaborate with various teams to perform root cause analysis on recurring issues, ensuring effective and permanent solutions are implemented
• Team Knowledge and Training: Ensure the team maintains up-to-date knowledge on all systems, providing training and support to newcomers to foster a strong, knowledgeable support team
• Decision Support: Provide informed proposals and detailed information to support decision-making processes related to IT solutions and system enhancements

Requirements:

• 3+ years of experience in international support within Application Management Services (AMS)
• Experience with IT Service Management processes (Incident, Problem, Change, etc.)
• Proven track record in troubleshooting and providing technical support in a global environment
• Experience interacting with international clients and managing complex support cases
• Demonstrated ability to work within globally distributed teams and collaborate across different time zones and cultures
• Proficiency with AMS support tools and processes, including Snow and DevOps, for incident analysis and implementation of effective solutions
• Have experience of daily run activities
• Have experience in the project life cycle and roll-out phase sequence
• Good Knowledge of infrastructure architecture
• Experience in Database queries (SQL/PL-SQL knowledge is a must)

Nice-to-have:

• Experience in working with applications on VB, VB6, .Net
• Experience with Azure, SOAP UI. Power Shell Scripts
• Experience with SAP
• Experience with Power BI
• Experience with solutions that run in a cloud environment and the services
• Experience with integrated solutions via API and monitoring solutions
• Experience with EBS and Kibana

You will get:

• Competitive remuneration package
• Performance-based bonuses
• Referral bonus program
• 24 days annual paid leave
• Additional health insurance (outpatient & hospital medical care, dental care, coverage of dioptric glasses, and more)
• Free Psychological Counselling via Green Line and on the spot
• Newborn or newly adopted child bonus
• Food vouchers 150 BGN/month
• Upskilling & reskilling training programs and e-learning hub
• Diverse career growth opportunities
• Recognition awards
• Sportscards (partially covered by the employer) and company sports initiatives
• Special company discounts
• Various social and charity initiatives