Role: Release & Support IT Assistant (2) Location: Offshore Client: UNICC Required Profile: To provide functional release coordination and support for the implementation and ongoing maintenance of the digital solutions. Scope of Work / Duties of Consultant: The incumbent will work under the direct supervision and guidance of the IT Application Development Officer (Transition and Release) within the Digital Business Solutions Section (DDD) and in close collaboration with other DDD teams. The incumbent could be requested to do any others tasks of similar level in related fields. Record and detail user's feedback, coordinate with the development team the required actions Collaborate on the quality reviews performing functional and usability tests Provide support in the delivery product increments process with the product owner Prepare and facilitate the execution of User Acceptance Test activities Track and collaborate on the product release and deployment activities. Communicate maintenance windows, release notes, and liaise with users and stakeholders about known issues, workarounds, and resolutions. Monitor and participate in the response on the feedback channels (ie CRM, e-mail, etc.) Provide 1st and under guidance 2nd level support using SOP(s), release previews, and dedicated assistance on application functionalities to end users. Update and maintain user's manuals and product documentation. Provide other ad hoc support either within the team or in other teams as required - this includes the participation in special projects or support to service delivery for short period of time on a part-time or full-time basis upon request from the senior management The responsibilities listed below are typical examples of the work performed by this position. Not all duties assigned to this position are included, nor is it expected that everyone in this position will be assigned every job responsibility. Essential: At least five (5) years of experience in customer relationship management and customer support services. A completed university degree from an accredited institution will be counted towards the minimum work experience requirements. Experience in capturing user requirements and functional needs of digital solutions. Experience in using ALM tools such as Atlassian Jira and Confluence Experience in writing technical documentation and user manuals. Desirable: Experience in performing database queries, data extracts and imports. Agile or SCRUM master work experience Knowledge of Service Management and ITIL process Education: Essential: Graduation from secondary school supplemented by training in IT Required Soft Skills: Excellent written and verbal communication skills, interpersonal and collaborative skills. High degree of initiative, dependability, and ability to work with little supervision. High level of personal integrity, as well as the ability to professionally handle confidential matters, and show an appropriate level of judgment and maturity. Ability to deliver quality results. Exemplary customer service skills. Demonstrable critical thinking and problem solving. Ability to thrive in an unstructured, fast-moving and constantly evolving high growth environment. Ability to prioritize conflicting demands. Ability to execute assigned project tasks within established schedule. Ability to work collaboratively in a team environment. Ability to maintain confidentiality.