Position purpose –

This position is to support the implementation, adoption, usage, maintenance, and retirement of APC and partner software & automation solutions through deep product and workflow knowledge, problem-solving, issue resolution, testing feedback, and stakeholder communication across complex projects and workflows.

Major tasks and responsibilities of position –

• Triage digital support requests across Global Breeding and escalate to appropriate partners as relevant
• Answer questions, troubleshoot and test to resolve issues and provide feedback
• Maintain software documentation, including product webpages, knowledge bases, and FAQ’s in an effort to minimize volume of support tickets
• Provide training to end users on workflows to ensure understanding of IT tools
• Track/trend issues and advocate solutions that benefit end users and digital development teams
• As digital technologies evolve, continuous learning is required to understand changes/new systems and provide best-in-class support
• Improve adoption through training, documentation, and communication of outages and enhancement plans, along with usage monitoring
• Serve as the voice of the customer and collect feedback to drive continuous improvement across IT products

Value added –

This role will contribute to implementing and supporting  software and data solutions, mainly used for advancement decisions, across the globe.  Additionally, this role will provide trainings, create documentation, and collect customer feedback to continuously improve IT products and reduce support needs.

Qualifications –

• Bachelor’s with 4 years or Master’s with 2 years’ experience
• Degree in computer science, engineering, science, agriculture or other related field
• Demonstrates ability to understand and apply IT and/or business process knowledge to wide range of situations with varying degrees of complexity
• Develops alternative solutions to problems, handles complex problems independently
• Sought for counsel within field of expertise
• Participates and completes assignments with more than one global business unit or function
• Communicates effectively and promptly at all levels of the organization
• Anticipates problems of increasing complexity and develops solutions
• Able to promote and support a team approach
• Basic knowledge of querying SQL and/or NoSQL databases