IT Specialist - Commercial Retail Applications Support

Quick Facts

• Role: Entry IT Specialist supporting commercial retail applications
• Focus: Visualfabriq (SaaS) for promotion planning and trade investment management
• Scope: Second-line support across multiple markets; supports other retail solutions as needed

Description

Provide second-line IT support for Visualfabriq users across multiple markets, ensuring stable day-to-day operations. Investigate and resolve incidents, service requests, and user access issues, and manage user administration such as access provisioning and role assignments. Participate in testing and deployment for enhancements and releases, monitor performance, and collaborate with vendors and internal IT teams to drive continuous improvements.

Responsibilities

• Provide second-line support for Visualfabriq users across multiple markets
• Troubleshoot and resolve incidents, service requests, and user access issues
• Perform user administration: access provisioning, role assignments, security compliance
• Support testing and deployment for enhancements, releases, and business-driven changes
• Monitor application performance and analyze recurring issues for root causes and improvements
• Maintain documentation, knowledge articles, and user training materials; coordinate with vendors and stakeholders

Requirements

• Experience supporting business applications in a retail, commercial, or Trade Promotion Management environment
• Solid understanding of IT Service Management and ITIL processes (incident, problem, change)
• Ability to analyze issues and identify root causes
• Effective collaboration with business users, vendors, and IT colleagues
• Fluent English
• Able to be present in office 50% of the time plus one additional day monthly

Benefits

• Dynamic, supportive workplace with learning and development encouraged
• Professional development and promotion opportunities from within
• Collaborative, positive culture with experienced colleagues to help you grow