Senior Solution Implementer

Job Purpose Responsible for the application implementation and for providing first and second level support to ensure customer satisfaction
Perform duties in accordance with Malia Group Policies and Procedures

Duties And Responsibilities

On Application Implementation

- Collaborate closely with the Maliatec Lead Implementation Manager to define a comprehensive Implementation plan with clear deliverables
- Conduct thorough risk management to identify and mitigate potential issues, ensuring project timelines are met
- Enforce and adhere to Maliatec Implementation Standards to maintain consistency and quality in project implementations.
- Work closely with the technical and quality assurance teams, providing clear guidance on requested customizations and ensuring their timely completion
- Maintain proactive communication with clients and the technical team at each project milestone to ensure alignment and satisfaction
- Develop data integrations with third-party applications to meet client requirements and enhance software functionality
- Conduct comprehensive testing of software products to ensure that all deliverables meet the specified requirements
- Provide end-user training to ensure smooth adoption of the delivered applications and systems
- Handle technical issue requests from customers and evaluate their achievability, providing suitable solutions or workarounds
- Continuously engage with customers to obtain their User Acceptance Test (UAT) signatures, ensuring the successful acceptance of the implemented solutions

On Application Business Knowledge

- Collaborate closely with the business analyst team to play a key role in requirement gathering, ensuring a deep understanding of client needs and objectives
- Respond promptly to customer requests and treat them with urgency, providing the necessary support and solutions to meet their requirements effectively

On Product Ownership

-Develop and demonstrate an in-depth and comprehensive knowledge of the application process and customer requirements to ensure the successful delivery of customized solutions
- Provide first and second level support to clients, and coordinate with users/customers as needed to diagnose and resolve complex errors and bugs, ensuring customer satisfaction and minimal disruption
- Master and continually monitor implementation techniques, ensuring that results meet or exceed expectations and that clients are fully satisfied with the delivered solutions

On Documentation and Task Logging

- Document and properly archive all implementation & integration procedures and processes as per set department methodology 
- Log all tasks related to solution integration / implementation and customer support into the logging tools and provide clear insights on effort progress