Digital Product Development & Support Specialist (Application Specialist, new headcount)

• 1st level support on digital & data product
• Work with internal teams and vendor for bug fix
• Review & optimise the support process

WHY YOU WILL LOVE US

We’re a diverse group of down-to-earth, straightforward people with a passion for home furnishing. We come from all over the world, but we share an inspiring vision: “to create a better everyday life for the many people”. How we realize this vision is based on our shared humanistic values. These values guide our work and build our inclusive, open and honest culture. It’s all based on a spirit of togetherness and enthusiasm. We work hard, but we have fun doing it. We’re always looking for people who share our positive attitude and values.

WHY WE WILL LOVE YOU

• You have minimum of 3 years’ experience in system support and service delivery role in Retail and/or home furnishing business, experience in system development or IT infrastructure support is a plus
• You have experience in an omnichannel retail business model with adopted/internally built digital products, track record of open ticket management and experienced in bridging between business and IT (i.e.. Business and Technical) on system issues and optimization demands
• You have experience in working with development team and/or in a “DevOps” setup, good exposure to both development and support sides of Digital products
• You have solid Experience working with external technical developers and solution providers
• You have a strong problem solving mindset, ability to act as a bridge between business and IT/vendor on issue resolution and/or enhancements
• You have experience in Digital Product Support / IT support, exposure or experience working with product development (scrum delivery) a bonus

WHAT YOU WILL BE DOING DAY TO DAY

• Provide 1st level support to business user for all IKEA North Asia Products (Coined under the “Digital Product Suite”). Be the first contact point for all reported issues and respond according to internal SLA. Provide advice, suggestion, or workaround solution to reduce impact on business operation. Provide ad-hoc support on P1/P2 issues during non-office hour when needed
• Carry out investigation to identify possible root cause of issue and route ticket to corresponding party or external vendor to apply fix, conduct quality assurance for all provided solution/fixes before they can be accepted and deployed. Support Digital Solution Manager to draft incident report and suggest preventive action when need.
• Monitor and follow-up on status of open issues with responsible parties to ensure issue resolution adheres to the Service level agreement. Constantly reviewing and optimizing the support process/SOP to strengthen the product support model and reduce resolution time
• Actively evaluate all relevant vendors’ support SLA and ways of working, engage with vendors to continuously optimize such processes to achieve maximum efficiency
• Maintain and prepare product support document based on active participation in the development cycle together with knowledge transfer by the product development team
• Participate in product development cycle to provide input from operation support point of view to ensure product meets operation standard and avoid potential operational risk at early stage of the development
• Proactively identify and suggest potential improvement area in the product to reduce issue and improve the product stability
• Monitor the product performance base on the agreed metric and escalate if the system fails to comply with the agreed KPI
• Monitor system to ensure scheduled tasks are performed timely and accurately. Raise support ticket to re-run missed task and recover damage if needed

TOGETHER AS A TEAM

The function is responsible for driving IKEA North Asia’s Digital Transformation agenda, with the aim to future-proof the IKEA North Asia business model via end to end digitalization across the customer journey, digital technology/solution adoption across business functions, enabling and equipping the organization to maximize data usage and potential.

STAFF BENEFITS

Annual Fixed Bonus, 5-Day Work Week, 17 days Public Holiday, Paid Leave (Paid Annual Leave, 14 weeks Maternity Leave, 5 days Paternity Leave, 1 week Marriage Leave), Employee Medical Coverage, Non-Contributory Retirement Plan, Staff Purchase Discount, Birthday Coupon, Referral Bonus, Excellent Career Path

Personal data collected will be kept and handled confidentially by authorized personnel for recruitment purposes only. It might also be disclosed to our subsidiaries, associates and agencies authorized to process the information for appointment. The Company will retain the applications of candidates not selected for a maximum period of 24 months after the selection process is finalized. Our Personal Information Collection Statement (PICS) is available at our career site and can be provided upon request by contacting our Human Resources Department. Applicants not heard from us within six weeks may consider their applications filed for future reference.

Issued by The Dairy Farm Company, Limited