Support Operations Specialist

2 days ago


Muscat, Muscat, Oman OSOS LLC Full time

About this Role

The ideal candidate will possess strong domain knowledge in HRMS, ERP, SRM, CRM, Contract Management, Finance & Supply Chain or any other product domain. They should have excellent analytical, troubleshooting, communication, and documentation skills to provide effective support to end-users and ensure smooth application operations.

Key Responsibilities:

  1. Support Execution:
    • Provide timely and effective support to end-users, resolving technical and functional application problems.
    • Document and maintain detailed records of troubleshooting steps, resolutions, and knowledge base articles.
  2. Issue Escalation:
    • Identify, replicate, and document application issues for escalation to development teams.
    • Monitor and manage support tickets to ensure timely resolution and proper closure.
  3. Training Delivery:
    • Conduct product demonstrations and end-user training for various business applications.
    • Develop training materials, user guides, and documentation to enhance user understanding.
  4. Collaboration & Liaison:
    • Work closely with internal teams, such as development and QA, to resolve application issues and implement improvements.
    • Liaise with stakeholders to gather requirements and understand user concerns.
  5. Process Enhancement:
    • Identify areas for improvement in application processes and workflows to enhance efficiency.
    • Suggest and support the implementation of best practices for system usage.

Skills & Qualifications:

  • Experience: Minimum of 2 years of experience supporting business applications.
  • Domain Knowledge: Expertise in one or more of the following areas: HRMS, ERP, SRM, CRM, Finance, or Supply Chain Management.
  • Technical Skills:
    • Proficiency in troubleshooting and analyzing application-related issues.
    • Basic understanding of databases and query handling (e.g., SQL).
    • Familiarity with ticketing systems and issue tracking tools.
  • Analytical & Problem-Solving Skills: Strong ability to analyze issues, identify root causes, and propose effective solutions.
  • Communication & Interpersonal Skills:
    • Excellent verbal and written communication skills.
    • Ability to work collaboratively with cross-functional teams and stakeholders.
  • Documentation Skills: Proficiency in creating clear, concise, and user-friendly documentation and guides.

Qualifications:

  • Bachelor's degree in Computer Science, Information Technology or a related field.
  • Certification in relevant business applications or systems (e.g., SAP, Oracle, Microsoft Dynamics).
  • Experience in conducting application demos and user training.

Location:

  • Muscat, Sultanate of Oman

Language:

  • Fluent in English / Arabic Speaker (prefer Omani National)


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