Enterprise Application Specialist

oin the Legacy of Innovation with FCI-CCM:

Backed by a legacy of innovation since 1959, FCI has built over six decades of expertise in communications, continuously evolving to meet changing business and technology needs. By combining deep domain knowledge with innovation, FCI has consistently delivered enterprise-grade communication solutions that help organizations adapt to an increasingly digital world.

Today, FCI continues that legacy through its flagship platform, VARTA, an Insights-Led Customer Communications Platform that empowers organizations to unify customer intelligence, communication workflows, behavioural signals, and engagement orchestration to deliver intelligent, personalized, and real-time customer experiences.

Broad Function:

We are seeking an experienced Enterprise Applications Specialist with 5+ years of hands-on technical experience implementing, configuring, developing, integrating, and administering enterprise applications. The role will manage platforms including Zoho, Freshservice, Jira, and ERP systems. This is a technical delivery role that requires direct system configuration, coding, integrations, customization, and application-related infrastructure ownership, rather than a role focused primarily on user support or vendor coordination.

Roles and Responsibilities (not limited to):

• Own the technical administration and implementation of enterprise applications including Zoho, Freshservice, Jira, ERP , and other internal business systems.
• Configure and customize applications directly, including workflows, forms, fields, roles, permissions, automation, reports, and other platform capabilities.
• Develop code, scripts, extensions, or platform-specific solutions as needed for customization, automation, integration, and issue resolution.
• Design, implement, maintain, and troubleshoot integrations between enterprise applications using APIs and supported integration mechanisms.
• Own application-related infrastructure responsibilities and technical dependencies, including environment administration, deployment support, performance, availability, and technical troubleshooting.
• Plan and execute upgrades, plugins, version updates, configuration changes, and releases, including testing, documentation, stakeholder communication, and change management.
• Investigate complex technical issues, identify root causes, implement fixes, and coordinate with software vendors when product-level support is required.
• Administer user accounts, role-based access, permissions, and operational security controls in collaboration with business stakeholders, IT Security, and Governance teams.
• Maintain data accuracy and integrity, backup and recovery processes, configuration records, audit trails, and technical system documentation.
• Create Standard Operating Procedures, knowledge base articles, and user documentation, and provide technical guidance and training to internal teams.
• Evaluate application optimization, automation, integration, and consolidation opportunities to improve reliability and operational efficiency

Desired Qualifications & Experience:

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related discipline.
• Minimum 5+ years of hands-on technical experience implementing, configuring, developing, integrating, or administering enterprise applications.
• Non-negotiable: hands-on configuration or development experience on at least two of the following platforms: Zoho, Freshservice, Jira, and ERP.
• A strong technical background with demonstrated ownership of application implementation and configuration; experience limited to user support or vendor coordination will not meet the requirement.
• Hands-on coding or scripting experience for application customization, automation, integrations, and technical troubleshooting.
• Experience handling application-related infrastructure responsibilities, environment administration, deployments, availability, performance, security, backup, and recovery.
• Good understanding of configuration management, software upgrades, change management, and release processes, including testing, documentation, and stakeholder communication.
• Candidates from vendor implementation or consulting backgrounds may be considered when they meet the hands-on technical and platform requirements.
• Proven ability to learn and implement new applications by using product documentation, knowledge bases, and AI-powered tools such as ChatGPT, Claude, or similar platforms.
• Relevant certifications in CRM, HRMS, ERP, ITSM, or other enterprise platforms are preferred but not mandatory.