IT Application Specialist

3 weeks ago

Montreal, Canada Ubisoft Full time

Job Description

As an Application Specialist, you will be part of the Ecommerce LiveOps team within Ubisoft IT. You will be responsible to provide technical and functional support for the applications within the E-commerce ecosystem. Also, You will be responsible for the tracking of incidents and the follow-up of internal stakeholder requests. You will monitor the health of the applications the team supports, while taking all the necessary actions to resolve issues in a timely manner and with a sense of urgency.

Responsibilities

Provide first and second level support for E-commerce applications and serve as an escalation point for team members for complex incidents. Identify, troubleshoot, and resolve technical and functional issues in collaboration with cross-functional teams. Monitor E-Commerce system health and resolve issues promptly. Represent E-commerce IT Live Operations team in interactions with internal stakeholders. Implement, coordinate, and communicate processes to drive continuous improvements in support operations for all Ubisoft E-commerce stakeholders. Serve as a key contact for stakeholder escalations, providing high-level customer service and sending global communications Document, dispatch, and escalate requests as needed while reporting scope of activity and highlights (Stats, KPIs.) Monitor targets to ensure incidents are resolved within SLA guidelines and define strategic monitoring of our different domains.

***On Call participation and scheduling (overtime compensated).
 

Qualifications

Extensive tenure as a technical support analyst or application specialist in customer service-centric environments, showcasing seasoned expertise and proficiency. E-commerce expertise, including PoS systems, payment processing, and subscription management. Strong verbal and written communication skills for simplifying complex information. Experience in IT with Agile methodologies and collaboration with development and product teams. Proficiency with ticketing systems and project management tools like Jira, ServiceNow, and Confluence. Proactive, initiative-taking leader with autonomous problem-solving skills and strategic thinking.

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