Mobile Sales Applications Analyst

About The Role

We're looking for a technical professional to provide critical support for our mobile sales applications, serving as the first and second line of support for resolving operational incidents. This role is essential in maintaining seamless operations across our sales force by managing application permissions, analyzing incidents, identifying root causes, and implementing effective solutions.

Responsibilities

• Incident Management : Actively analyze and resolve problems in mobile sales applications (MIRA, SHELVS, Tracking, and others), ensuring minimal disruption to operations
• Technical Support : Provide Level 1 and Level 2 support for mobile sales applications when required
• Root Cause Analysis : Conduct thorough RCA reports and deliver testing, updates, and solutions according to IT department policies
• System Availability : Ensure mobile sales applications meet agreed-upon IT service level agreements (SLAs)
• Process Documentation : Maintain comprehensive service desk records and document all processes
• Stakeholder Communication : Conduct weekly reviews with senior managers and business users regarding tickets and change requests
• Vendor Coordination : Collaborate with external service partners to implement solutions and enhancements
• Reporting : Prepare weekly reports on tickets and change requests; provide quarterly inventory updates of IT assets
• Continuous Improvement : Implement necessary changes to mobile sales applications and support ongoing improvements

Qualifications

Education

• Bachelor's degree in Computer Science, Computer Engineering, or related field

Experience

• Minimum 2 years of experience working with mobile sales applications such as MIRA, Shelvs, SalesBuzz, or similar sales and merchandising platforms

Technical Skills

• Proficiency in Microsoft Office 365 and integration tools
• Strong report preparation capabilities
• Experience with IT service desk management

Preferred Qualifications

• ITIL certification for support and maintenance

Essential Competencies

• Results-Oriented : Strong focus on achieving outcomes and meeting objectives
• Customer-Centric : Dedicated to delivering exceptional service to internal stakeholders
• Problem-Solving : Advanced critical thinking skills for analyzing multi-functional technical processes
• Communication : Excellent written and verbal communication skills in both Arabic and English
• Pressure Management : Ability to work effectively under pressure and meet tight deadlines
• Attention to Detail : High level of accuracy and discipline in work execution

Work Environment

• Location : Office-based (70%) with field visits (30%)
• Reporting To : Mobile Sales Applications Unit Manager / Applications Manager / IT Manager