Rollout Support Specialist

Work Set-up: Hybrid

Work Schedule: Dayshift

Work Location: Ayala Ave., Makati City, Metro Manila

Job Responsibilities

1. Rollout Implementation

• Execute rollout activities according to the approved implementation and deployment plan.
• Provide Level 1 support throughout rollout preparation, Go-Live, and stabilization.
• Support the preparation and validation of distributor-site master data.
• Coordinate with relevant stakeholders to ensure rollout prerequisites are completed on schedule.
• Support preparation and localization of training materials based on distributor and user requirements.
• Track rollout activities, issues, risks, and dependencies and escalate where necessary.
• Provide onsite or remote support during deployment as required.

2. User Training and Support

• Manage and prepare data setup in the test environment for training simulations.
• Conduct system training sessions, workshops, demonstrations, and hands-on simulations for distributor end users.
• Develop and maintain user guides, quick-reference materials, FAQs, and other documentation to educate users on the new system.
• Provide immediate onsite or remote user support during Go-Live and post-Go-Live.
• Assist users with system navigation, business processes, data-entry requirements, and basic issue resolution.
• Reinforce correct system usage and standard operating procedures to improve user adoption.

3. Technical Troubleshooting and Level 1 Support

• Serve as the first point of contact for user and system-related issues during and after Go-Live.

• Perform initial troubleshooting and identify whether reported issues are related to:

  • User knowledge or system usage
  • Master data or transactional data setup
  • Configuration
  • Application/System Functionality
  • Potential software defects

• Log, categorize, document, track, and follow up incidents and service requests using Freshservice.

• Gather sufficient evidence for escalated issues, including screenshots, replication steps, affected users/data, expected results, and actual results.

• Escalate confirmed or suspected system defects to the appropriate technical/development team.

• Act as the bridge between distributor/business end users and technical teams to ensure issues are clearly understood and resolved.

• Assist in validating bug fixes and solutions in the test environment before deployment to production.

• Communicate issue status, workarounds, resolutions, and next steps to affected users and stakeholders.

4. Testing and Validation

• Ensure master data is complete and ready for system testing and rollout.
• Validate distributor data in the test environment before production deployment.
• Support required system and business configuration in the production environment.
• Replicate and support SIT Acceptance Testing activities in the test environment.
• Support business users in planning and executing User Acceptance Testing (UAT) before production deployment.
• Document test results, defects, observations, and outstanding issues.
• Verify fixes and perform regression checks where required.
• Ensure critical issues are resolved or appropriately managed before Go-Live.

5. Process Improvement and Rollout Governance

• Gather feedback from distributor end users and key stakeholders throughout the rollout.

• Track deployment progress, recurring issues, user concerns, and support trends.

• Identify opportunities to improve processes, training, documentation, and support for subsequent rollout phases.

• Document lessons learned after each rollout or deployment wave.

• Maintain and enhance the support knowledge base inherited from the development/technical team.

• Convert recurring incidents and resolutions into reusable knowledge articles, FAQs, and troubleshooting guides.

• Support effective knowledge transfer between rollout, business, support, and development teams.

• Systems & Support Tools the role will primarily support and use:

  • Botree DMS – Distributor Management System
  • Botree SFA – Sales Force Automation
  • Freshservice – Incident/Ticket Management
  • Microsoft Teams – Communication and Support
  • Viber – User/Stakeholder Communication
  • Email – User and Stakeholder Communication
  • Knowledge Base – Troubleshooting and Support Documentation

Job Qualifications

Must Have Skill(s):

• Bachelor’s degree in Information Technology, Computer Science, Information Systems, Business Administration, Engineering, or a related discipline.

• Experience in application support, system implementation, rollout/deployment support, helpdesk, business systems support, or similar roles.

• Experience providing Level 1 support and troubleshooting business application issues.

• Ability to distinguish between user, data, configuration, process, and system-related issues.

• Experience supporting system testing, SIT, UAT, or production deployment activities.

• Strong communication and interpersonal skills, with the ability to work directly with business and distributor end users.

• Ability to conduct user training and explain system functionality to both technical and non-technical audiences.

• Strong documentation skills for incidents, test results, user guides, and knowledgebase articles.

• Willingness and ability to provide onsite and remote support during rollout and Go-Live periods.

• Ability to work within the required Monday–Saturday, 8:00 AM–5:00 PM PHT support schedule.

• Experience working in multi-site or distributor rollout projects.

• Understanding of master-data preparation, validation, and migration activities.

• Experience creating training materials, user manuals, FAQs, and knowledgebase documentation.

Good to Have Skill(s):

• Experience supporting DMS, SFA, ERP, CRM, sales, distribution, or similar and equivalent FMCG-related systems.

• Previous experience with Botree DMS and/or Botree SFA is an advantage.

• Experience with Freshservice or similar ITSM/ticketing platforms.

• Knowledge of incident management, problem management, and escalation processes.

• Familiarity with software-development and defect-management processes.