IT Application Specialist - E-Commerce

Job Description

Ubisoft's 19,000 team members, working across more than 30 countries around the world, are bound by a common mission to enrich players' lives with original and memorable gaming experiences. Their commitment and talent have brought to life many acclaimed franchises such as Assassin's Creed, Far Cry, Watch Dogs, Just Dance, Rainbow Six, and many more to come. Ubisoft is an equal opportunity employer that believes diverse backgrounds and perspectives are key to creating worlds where both players and teams can thrive and express themselves. If you are excited about solving game-changing challenges, cutting edge technologies and pushing the boundaries of entertainment, we invite you to join our journey and help us create the unknown.

Job Description

As an Application Specialist, you will be part of the Ecommerce LiveOps team within Ubisoft IT. You will be responsible to provide technical and functional support for the applications within the E-commerce ecosystem. Also, You will be responsible for the tracking of incidents and the follow-up of internal stakeholder requests. You will monitor the health of the applications the team supports, while taking all the necessary actions to resolve issues in a timely manner and with a sense of urgency.

Responsibilities
• Provide first and second level support for E-commerce applications and serve as an escalation point for team members for complex incidents.
• Identify, troubleshoot, and resolve technical and functional issues in collaboration with cross-functional teams.
• Monitor E-Commerce system health and resolve issues promptly.
• Respond to stakeholder requests via ticketing systems, emails, and Microsoft Teams.
• Represent E-commerce IT Live Operations team in interactions with internal stakeholders.
• Implement, coordinate, and communicate processes to drive continuous improvements in support operations for all Ubisoft E-commerce stakeholders.
• Serve as a key contact for stakeholder escalations, providing high-level customer service and sending global communications
• Document, dispatch, and escalate requests as needed while reporting scope of activity and highlights (Stats, KPIs.)
• Monitor targets to ensure incidents are resolved within SLA guidelines and define strategic monitoring of our different domains.
***On Call participation and scheduling (overtime compensated).

Qualifications
• Extensive tenure as a technical support analyst or application specialist in customer service-centric environments, showcasing seasoned expertise and proficiency.
• E-commerce expertise, including PoS systems, payment processing, and subscription management.
• Strong verbal and written communication skills for simplifying complex information.
• Experience in IT with Agile methodologies and collaboration with development and product teams.
• Proficiency with ticketing systems and project management tools like Jira, ServiceNow, and Confluence.
• Proactive, initiative-taking leader with autonomous problem-solving skills and strategic thinking.

Jobcode: Reference SBJ-rzvzk3-18-222-120-133-42 in your application.