Technical Service Specialist
1 month ago
We are seeking a skilled Technical Service Specialist to join our team at Fujitsu. As a Technical Service Specialist, you will be responsible for providing level 2 platform support for our Extenda Retail Suite, with a focus on deployment activities via automated systems.
Key Responsibilities:- Provide level 2 platform support for Extenda Retail Suite, with a focus on deployment activities via automated systems.
- Work with level 3 platform support and developers to implement a shift-left approach, increasing the percentage of incidents that are resolved in level 2.
- Troubleshoot applications and forward incidents and defects to L3 platform team where appropriate.
- Act as the conduit between service desk and level 3 platform support / developers.
- Update and maintain knowledge base based on the incidents resolved and ensures that knowledge base is up to date.
- Participate in store opening and closer activities.
- Cross train to support other Fujitsu retail offerings when necessary / appropriate.
- Collaborate with cross-functional teams to understand technical change requirements and objectives.
- Develop comprehensive implementation plans outlining tasks, timelines, and resources required for successful execution.
- Coordinate with stakeholders to communicate change initiatives, and address concerns or challenges.
- Monitor implementation progress, identify risks or issues, and proactively resolve them to minimize impact on operations.
- Provide support and guidance to technical teams during change implementation, troubleshooting issues as needed.
- Document change processes, outcomes, and lessons learned for future reference and continuous improvement.
- Conduct post-implementation reviews to evaluate the effectiveness of changes and identify areas for refinement.
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