Application Support (IT Support)

COMPANY DESCRIPTION Dong Mart is a fast-growing fixed-price retail chain in Vietnam, offering more than 10,000 everyday products across diverse categories. Founded on September 11, 2024 in Ho Chi Minh City, the company operates in the FMCG retail sector, focusing on essential items such as snacks, packaged foods, cosmetics, personal care, stationery, household goods, and toys.

Dong Mart (ECO-SHOP 19K) is committed to providing convenient shopping experiences and affordable products for local communities. The company is expanding its retail network near residential areas to improve access to daily essentials. By 2026, Dong Mart aims to operate 100 stores nationwide and further strengthen its presence across Vietnam.

JOB DESCRIPTION

1. Application Support
•    Provide first-level support for business applications.
•    Assist users in resolving application-related issues.
•    Respond to support tickets and service requests within defined SLA.
•    Escalate complex issues to senior Application Support staff or vendors when necessary.
•    Track incidents and follow up until resolution.
2. ERP, POS and WMS Support
•    Support daily operations of ERP, POS, Warehouse Management System (WMS/Infolog)
•    Assist store users, warehouse users, and head office staff with application-related requests.
•    Verify transaction issues and system errors.
•    Support testing after fixes or system changes.
3. User Training and Assistance
•    Provide basic training and guidance to users.
•    Create user guides and documentation.
•    Help users understand business processes and application functions.
•    Support onboarding activities for new employees.
4. Data Validation and Monitoring
•    Monitor system interfaces and scheduled jobs.
•    Verify data synchronization between systems.
•    Assist in identifying and reporting data inconsistencies.
•    Support data correction activities according to approved procedures.
5. Testing and Change Support
•    Participate in User Acceptance Testing (UAT).
•    Assist in validating application enhancements and bug fixes.
•    Document testing results.
•    Support deployment activities during application releases.
6. Documentation
•    Maintain application support documentation.
•    Update knowledge base articles.
•    Document recurring issues and solutions.
•    Keep process documentation up to date.
7. Vendor Coordination
•    Work with software vendors under the guidance of senior team members.
•    Follow up on support tickets submitted to vendors.
•    Assist in gathering requirements and issue details.

BENEFIT

•    Competitive salary based on qualifications and experience.
•    Full salary used as the basis for social insurance contributions.
•    Holiday and Tet bonuses, as well as performance and business result-based bonuses.
•    Professional, friendly international working environment with clear career development opportunities.
•    Annual leave and engaging internal company activities.

•    Bachelor’s Degree in Information Technology/ Information Systems/ Computer Science/ Software Engineering/ Business Information Systems, or related disciplines.
•    4–5 years of relevant experience in IT Support, Application Support, System Support, or a similar role.
•    Experience in retail, warehouse, or other multi-site business environments is preferred.
•    Strong working knowledge of:

• ERP systems and business applications
• POS systems and retail technology
• Retail business processes and operational workflows
• Database concepts and data management
• Software support and incident management processes
• System integration and data flow between business applications
• IT support procedures and user management

•    Technical Skills

• Practical experience with SQL for data checking, analysis, and troubleshooting.
• Good knowledge of Microsoft SQL Server or other relational database systems.
• Strong troubleshooting skills for software applications, databases, and system-related issues.
• Good understanding of ERP, POS, WMS, and other business applications.
• Proficiency in Microsoft Office, especially Excel, for data analysis and reporting.
• Ability to investigate system issues, identify root causes, and coordinate appropriate solutions.
• Experience in system testing, deployment, maintenance, and user support.

•    Soft Skills

• Strong problem-solving and analytical skills.
• Good communication skills and ability to work effectively with users from different departments.
• Strong customer-service mindset when supporting internal users and store teams.
• High attention to detail, particularly when handling system data and troubleshooting issues.
• Ability to manage multiple priorities and handle issues in a fast-paced retail environment.
• Ability to work independently while collaborating effectively with internal IT teams and external vendors.
• Strong ownership and follow-through in resolving technical issues.
• Good time management and organizational skills.
• Adaptability and ability to work under pressure.