Responsibilities:

• Delivering end-to-end IT Business support in accordance with IT service level agreements by partnering with end-users and technology groups, the specialist ensures all IT Business incidents are analyzed, resolved, and reported back within the promised timeframes.
• Enable IT service strategy to mitigate Registration and E-Learning System, Sales Systems and Corporate System software issues.
• Troubleshoots and resolves IT issues via WhatsApp, Facebook, Skype for Business, phone, web, and in-person formalizing the communication in SERENA ticketing system.
• Partners with Regional IT, Global Shared Services IT, Global IT, External Software Providers and business personnel to discuss the impact of incidents on IT Services with a strong focus on our Registration and Sales.
• Facilitate communication between Local Business, Regional IT, Global IT and External Providers in order to resolve IT Business issues in a short manner and secure business continuity.

Qualifications & Skills:

• Bachelor's in Computer Science or a related field.
• Minimum 5 years of experience in IT.
• Experience using help desk ticketing software and incident troubleshooting and escalation.
• Familiarity with ITILv3 or related service delivery frameworks.
• ERP, .NET and SQL/PL-SQL technical certifications are a plus.
• IT Operations Management and IT Business Continuity skills.
• Working knowledge of ERP systems, E-Learning and E-commerce and back office business processes.
• Knowledge and experience of Database Software (Oracle, Microsoft SQL) and Programming Languages (.NET) is expected.
• Advanced Microsoft Excel, Power Point, and Microsoft Sharepoint skills is a plus.
• Excellent analytical and IT Problem solving skills.
• Good Command in English communication.