We are seeking a motivated POS/Cegid AMS Service Delivery Analyst to join our CEGID AMS team in APAC. In this role, you will support the service delivery of application support and services for a designated client, assisting in the coordination and resolution of application-related issues. You will act as a key point of contact for internal teams and clients, helping maintain service quality and contributing to continuous improvement.
A core part of the role involves supporting activities related to Point of Sale (POS) solutions, which continue to evolve with the growth of connected digital retail. Beyond standard POS functions such as sales, inventory, and in-store collection, modern Cegid solutions now include:
- Digitalization of the point of sale (clienteling, cataloging)
- Omnichannel experiences (e-reservation, click and collect)
- Unified stock management
- Loyalty and customer engagement features.
Responsibilities
Service Delivery Management:
- Support the day-to-day management of AMS activities for clients, assisting in monitoring service levels (SLAs) and KPIs.
- Act as a point of contact between clients, technical teams, and service providers, helping ensure clear and timely communication.
- Assist in coordinating application incidents, problems, and service requests, escalating issues to senior team members when required.
- Support proactive monitoring of applications and systems by identifying potential issues and reporting risks to the relevant teams.
- Help track service performance and contribute to regular reports for stakeholders, highlighting key metrics and improvement areas.
Team Leadership:
- Work collaboratively with AMS consultants, contributing to team objectives and supporting adherence to service standards.
- Assist in troubleshooting and resolving application issues, escalating complex problems to senior team members as required.
- Participate in team meetings, share updates, and engage in ongoing training and development activities.
Client & Stakeholder Engagement:
- Support the development and maintenance of positive working relationships with clients and IT stakeholders, helping them to understand their needs and support alignment with business objectives.
- Participate in regular service review meetings with clients by preparing inputs, sharing updates, and supporting discussions around service improvements.
- Assist in providing status updates and progress reports and help communicate with clients regarding ongoing support activities and operational issues.
Process Improvement & Innovation:
- Contribute to identifying opportunities for continuous improvement in service delivery, processes, and tools, in line with industry best practices.
- Support the adoption of automation, self-service, and AI-driven solutions within the AMS environment by assisting with implementation and testing activities.
- Participate in knowledge-sharing initiatives, training sessions, and collaborative problem-solving activities within the team
Incident, Problem & Change Management:
- Support incident response activities by assisting with issue resolution and contributing to root cause analysis for application incidents
- Work with Change Management teams to support application updates, patches, and releases, following established processes to minimize business disruption
- Participate in post-incident reviews by providing inputs and helping track follow-up actions and process improvements
Compliance & Risk Management:
- Support service delivery activities by following established policies, standards, and regulatory requirements, and reporting any compliance concerns to senior team members.
- Assist in identifying and monitoring risks related to application availability, performance, and security, escalating potential issues and supporting preventive actions as directed.
Profile
Education & Experience:
- Bachelor's degree in Computer Science, Information Technology, Business Administration, or related field.
- 3+ years of experience in IT Service Management, Application Support, or a related field, with at least 1+ years in a leadership role.
- Knowledge of ITIL, service management frameworks, and best practices for incident, problem, and change management.
- Previous experience with retail technology platforms (e.g., POS systems, e-commerce platforms, ERP, CRM) is a plus
Technical Skills:
- Familiarity with enterprise application management, monitoring tools, and support processes (e.g., ServiceNow, Remedy, BMC).
- Knowledge of application lifecycle management, including deployment, maintenance, and optimization.
- Understanding of IT infrastructure, cloud platforms (e.g., AWS, Azure), and database management systems.
- Familiarity with common retail systems (ERP, POS, CRM) and related integrations is a plus
Soft Skills:
- Good communication and interpersonal skills, with the ability to work effectively with both technical and non-technical stakeholders.
- Ability to work well within a team, taking guidance from senior colleagues and contributing positively to team objectives.
- Strong problem-solving skills with the ability to manage priorities and handle multiple tasks in a structured manner.
- Customer-focused approach, with a commitment to delivering reliable and high-quality support..
Key Competencies:
- Team Collaboration: Ability to work effectively within a team, contribute ideas, and support shared objectives in a fast-paced environment.
- Stakeholder Support: Experience supporting interactions with stakeholders across business units and client groups, helping manage expectations through clear communication.
- Process Improvement: Ability to assist in reviewing service delivery processes and suggest improvements in line with established best practices.
- Analytical & Problem-Solving: Solid analytical skills to help identify issues, contribute to root cause analysis, and support resolution of service delivery challenges.
Preferred Qualifications:
- ITIL v3 or v4 certification or similar certifications in IT Service Management.
- Experience with application maintenance and support preferably a Point-of-Sales solution
