Senior Digital Solution Specialist
Job Summary and Mission
The role is to expand, to increase, and to build capabilities for any digital technology solutions across the Company and to assist IT Manager in working with business users to understand the needs and improve, working and managing vendors to ensure service quality and result orientated. This role will support the IT system related to SR, CRM, Delivery Service integration, payment gateway integration, mobile app/web app/e-Com and related project management which involve digital technology, and other solutions to increase service efficiency both in the support center and in-store through automation. Furthermore, the role will demand individual passion in collaboration with related parties, and the ability to research and explore new emerging technology for enabling new business models and process improvement, and to coach, to develop, and train users on delivered solutions.
- Responsibilities and essential functions include but are not limited to:
- Support IT Manager in planning the strategic roadmap for digital solutions and automation for market
- Planning for leveling up market users on adaptation of any digital touch point (digital transformation and automation)
- Business analysis and logic design plan to ease user functionality.
- Digital platform performance and enhancement plan
- Maintain and monitor digital system availability to service the customer such as MOnP, Web-App, e-Com, Delivery Integration, Payment Gateway
- New service integration with business partners such as banks and/or payment gateway or other partners to extend our brands through digital channel
- Troubleshoot functional issues with proper guidelines and documentation.
- Update menu on MOnP via eCom system
- Create new store, address on eCom for SR App
- Maintain price change
- Setup promotion/menu for delivery service (Nham24, FoodPanda)
- Manage resource planning, the scope of work defining and budgeting for IT digital operation/initiative as part of AOP
- Design/develop new system logic on functionality.
- RPA and automation design and implementation.
- Implement and support new change request development and coordinate with all stakeholders
- Primary contact on IT digital operation for service contractors and facilitate system enhancement/requirement with local/overseas vendors.
- Be the IT system analyst on the digital project
- Provide training and solutions to business users; additionally, Coach, develop, and lead the team to increase service support level agreements.
- To prepare project management and action plan Work with suppliers and service contractors to ensure service quality.
- Coordinate between the business owner and service contractor on IT operation and digital solution system projects.
- Training to the staff and project hand-over and service after hand-over.
- Allocate resources, training plans, and team development milestones.
- To research, explore, and share for self-development and team development.
- Manage documentation of IT digital operation support and platform appropriately for each specific revised version
- System logic/flow diagram and application module must be well-maintained
- Degree in IT, Computer Science, or equivalent field
- With at least 3 years of experience in development, customization, operation, and hands-on experience in IT system setup and digital technology including cloud platforms.
- Proficient in English communication both speaking and writing
- Solid experience in managing suppliers/vendors, and other third parties to ensure SLA and service quality.
- Strong IT system setup/implementation technical support experience with payment gateway integration, API integration, micros-service integration systems/middleware service systems
- Good communication skills and solid experience in data management/SQL tool setup and scripting
- Solid project management skills (both Agile and Conventional project methodology).
