AMS Technical Consultant

VISEO; Cebu City; Hybrid; PHP 520,000 - 900,000; Full time

Job summary

VISEO in Cebu, Philippines seeks a CEGID POS AMS Consultant to deliver high-quality application support and functional expertise for retail POS systems. You ensure stability, performance, and continuous improvement of business-critical POS applications.

This hybrid role blends strong technical troubleshooting with retail domain knowledge, ownership, and collaboration with cross-functional teams to maintain seamless POS operations for luxury retail clients.

Qualifications

• Bachelor’s degree in IT / Engineering / Computer Science or related IT field.
• At least 2 years’ experience in POS or Retail Systems.
• Experience in AMS / Application Support / incident management; offshore client exposure is a plus.

Responsibilities

• Provide functional and technical support for POS and retail applications, including incident resolution and system monitoring.
• Perform in-depth analysis, diagnose issues, and identify root causes for sustainable resolutions.
• Manage tickets using ITSM tools, ensuring SLA adherence and proper escalation.
• Collaborate with L1–L3 teams and stakeholders to ensure service continuity.
• Support system enhancements, deployments, and testing activities.
• Maintain knowledge base, SOPs, and incident reports to boost team efficiency.
• Identify recurring issues and contribute to problem management and preventive actions.

Skills

POS operations knowledge

Analytical thinking

Clear communication

Ownership mindset

Translate tech issues to business

Adaptability

Strong problem solving

Education

Bachelor’s degree in IT/Engineering/CS

Tools

ServiceNow

JIRA

Confluence

Job description

The CEGID POS AMS Consultant is responsible high-quality application support and functional expertise for retail and Point-of-Sale (POS) systems. The role ensures stability, performance, and continuous improvement of business-critical applications supporting luxury retail operations. This position requires a hybrid support-consultant profile, combining strong technical troubleshooting capabilities, retail business understanding, and a high level of ownership to ensure seamless and reliable POS operations.

Key Responsibilities

• Provide functional and technical support for POS and retail applications, including incident resolution, service requests, and system monitoring
• Perform in-depth analysis, issue diagnosis, and root cause identification to ensure effective and sustainable resolution of incidents
• Manage tickets using ITSM tools (e.g., ServiceNow), ensuring full compliance with SLA commitments and proper escalation processes
• Collaborate with cross-functional teams (L1, L2, L3, and business stakeholders) to ensure service continuity and operational excellence
• Support system enhancements, deployments, and functional evolution initiatives, including testing and validation activities
• Maintain and update knowledge base documentation, SOPs, and incident reports to strengthen team efficiency and knowledge sharing
• Identify recurring issues, contribute to problem management, and propose preventive and improvement actions

Core Technical Skills

Good to Have:

• Knowledge of retail and POS operations (sales, returns, inventory, stock flows).
• Familiarity with CEGID or similar POS systems, with both functional and technical understanding.

Required:

• Expertise in incident troubleshooting: root cause analysis, issue diagnosis, and problem-solving.
• Basic to intermediate SQL skills for data validation, debugging, and system analysis.
• Experience with ITSM tools (e.g., ServiceNow, JIRA, Confluence), including ticket lifecycle management and SLA adherence.

Consulting & Soft Skills

• Strong analytical thinking with a structured approach to complex problem-solving
• Clear and concise communication with both technical and business stakeholders
• End-to-end ownership mindset, ensuring full resolution beyond ticket handling
• Ability to translate technical issues into business impact
• High adaptability in fast-paced and dynamic retail environments

Retail Excellence Mindset – Customer Oriented

• Strong customer-centric approach, ensuring seamless in-store experience and minimal business disruption
• High attention to detail and commitment to quality, especially during peak retail periods
• Strong responsiveness and reliability in operational support
• Proactive and solution-oriented mindset to anticipate risks and prevent issues

Qualifications

Good to Have:

• At least 2-years' experience in POS or Retail Systems

Required:

• Bachelor’s degree inIT / Engineering / Computer Science or any IT related courses with relevant experience

At least 2-years' experience in:

• Application Support / AMS
• Strong technical supportbackground
• Exposure in ITSM tools (e.g.SNOW, JIRA,Confluenceor any similar Ticket Management System)
• Experience working/supporting offshore clients