Rollout Support Specialist

FPT Software Philippines Corporation; Metro Manila; Hybrid; PHP 446,000 - 725,000; Full time

Job summary

FPT Software Philippines Corporation is seeking a Rollout & User Support Specialist to drive successful system rollouts across distributor sites in Metro Manila. The role includes data preparation, training, incident management, and on-site/remote support during Go-Live.

The candidate will coordinate with stakeholders, support SIT/UAT, and maintain training materials and knowledge bases to improve adoption and reduce post-Go-Live issues.

Qualifications

• Bachelor’s degree in IT/CS/IS/Business or related field.
• Experience in application support, system implementation, rollout/deployment support, helpdesk, and business systems support.
• 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 business/distributor end users.
• Ability to conduct user training and explain system functionality to technical and non-technical audiences.
• Strong documentation skills for incidents, test results, user guides, and knowledgebase articles.
• Willingness to provide onsite and remote support during rollout and Go-Live.
• Ability to work Monday–Saturday, 8:00 AM–5:00 PM PHT.
• Experience working in multi-site distributor rollout projects.
• Understanding of master-data preparation, validation, and migration activities.
• Experience creating training materials, user manuals, FAQs, and knowledgebase documentation.

Responsibilities

• Rollout implementation activities per approved plan and provide L1 support.
• Prepare and validate distributor-site master data and localization of training materials.
• Coordinate with stakeholders to complete rollout prerequisites on schedule.
• Train users via sessions, workshops, and simulations; develop user guides and FAQs.
• Log, categorize, and track incidents using Freshservice; escalate defects as needed.
• Support SIT/UAT and production deployment; validate fixes in test environments.

Skills

Bachelor's degree in IT/CS/IS/Business

Application support

System implementation

Rollout/deployment support

Helpdesk support

Level 1 support

User training

Documentation

Testing (SIT/UAT)

Go-Live support

Multisite rollout experience

Master-data preparation/validation

Education

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

Tools

Botree DMS

Botree SFA

Freshservice

Microsoft Teams

Viber

Email

Knowledge Base

Job description

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 are escalated 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.