IT Application Support Administrator

Posted 3 months ago by mselect
Location Baghdad Job Type
Salary Sector FMCG

mselect is looking to hire an IT Application Support Administrator for an industrial and distribution group in Baghdad. Candidates must have a minimum of 6 years of experience in sales system and support. Fluency in English and Arabic is a must.

This role is responsible for implementing, maintaining and supporting “Sales System” i.e. XNAPP and DMS Sales systems across the distributors and sales teams of Iraq. In addition, close coordinate with sales team to prepare all sales requests and work with IT Manager to implement them. This job is usually onsite or in some cases performed remotely. This role providing end user support during business hours and on call for emergency support outside business hours.


  • Xnapp Sales Application
  • Handheld Terminals and Tablets for distributors

IT User Support:

  • Take ownership of IT issues reported by users and see problems through to resolution. Ensure that all requests are logged, evaluated, implemented, documented and reviewed on the IT Helpdesk System in a controlled manner as per the processes. Share timely updates/communication to the users
  • Ensure availability/reachability in designated site throughout the service windows. On demand availability for non-business hours to support emergency /business critical issues/ VIP users as required

IT Service Management
Incident Management:

  • Ensure all incidents are logged in company’s IT Helpdesk System
  • Fix incidents, within the agreed SLA; update resolution in IT Helpdesk
  • Primary contact for Application Support Vendors for Incidents

Problem Management:

  • Analyse trends of incidents in the IT Helpdesk System, create problem tickets
  • Provide permanent solutions to fix the problem tickets in collaboration with Central IT Team

Service Request Management:

  • Log Service requests (standard and preapproved changes). Typical Service Requests are data uploads, preparing reports, configure devices
  • Complete Service requests as per agreed SLA

Change and Release Management:

  • Document Change Request and approve in the IT Helpdesk system
  • Implement Changes as per approved Change Request, validate and confirm once completed. Close change request
  • Downtime planning and communication to Business

Business Partnering:

  • Understands business requirements, works with business stakeholders and partners to develop, and implement solutions that meets current and future needs
  • Understand key functions of Sales System and experienced in supporting solutions:
    • Sales Force Automation including solution and Handheld devices
    • Route Planning
    • Cooler equipment management
    • Customer account management
    • Merchandizing
    • Sales KPIs and Analytics
    • Master data management

Business Analysis & IT Solution:

  • Collaborate with the Business, IT Lead and the implementation partner in documenting detailed requirements, solution testing, data conversion, training, cutover, intensive care and supporting systems
  • Ensure on time delivery of project deliverables with quality
  • Ensure stability, capacity and performance of the Sales Systems Solutions are fit for purpose
Sales Force Device Management:
  • Document recommended specifications for devices used in RTM Project
  • Ensure all devices used in Sales (phones, tablets) are registered in asset tracking register
  • Be an escalation point to IT User Support team for any application issues installed in Sales devices
  • Work with support partners in fixing application issues

User Training:

  • Prepare and maintain IT Training decks for Sales Solutions
  • Conduct User training on related IT Solutions
  • Train users as required to minimize repeating incidents which are raised due to unawareness/knowledge of the use

IT Collaborations:

  • Collaborate with the IT User Support team to rollout, maintain and support Sales Applications, and RF devices
  • Collaborate with the IT Business Intelligence and ERP team for integration with data warehouse and the ERP


  • IT Service Management Policies, Processes and Procedures
  • Information Security Policy
  • Term of Use Policy


  • Bachelor’s in computer science or related field
  • ITIL v3 (IT Infrastructure Library) foundation will be added advantage
  • 6 years of experience on Sales System and support

General Skills:

  • Excellent verbal and written communication skills in English
  • Good listening skills
  • Self-confidence and interpersonal skills
  • Excellent problem-solving skills
  • Logical thinking and attention to details
  • Time management skills
  • Team management skills
  • Project task management
  • Basic knowledge of power BI
  • Good knowledge of smart devices using sales work force

Technical Skills:

  • Customer-service oriented with a problem-solving attitude
  • Computer proficiency
  • Good working knowledge of MS Office particularly Excel
  • Business process management (sales)
  • Basic knowledge of power BI
  • Basic knowledge of project management
  • Good knowledge of smart devices using sales work force
  • Basic knowledge of SQL server, database concepts and SQL query


  • A service mindset when dealing with issues and is responsive to stakeholders
  • Can do attitude with a professional personality
  • Does not need to be micromanaged
  • Committed to delivering quality output to agreed timelines
  • Learning and researching
  • Willingness to work long hours when required
  • Respect for confidentiality of information


  • Ensure All Salesman devices are updated with latest version of Android and security patches and latest version of Xnapp mobility application
  • Ensure all master data in DMS are updated, with the latest version which provided by business. (Sales Organization, Distributor, Cooler, Route, Salesman)
  • Aim to resolve IT incidents and service requests within 2 business days (except incidents dependent due to Vendor, Hardware fault, User availability)
  • Ensure All master and sales transaction and sales target data reflected in BI
  • Compliance with IT Processes
  • Service Mindset

*Only applicants meeting the strict criteria outlined above will be contacted as part of the shortlisting process.

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