Senior Specialist Digital Channels-DSD

Job Title: Senior Specialist Digital Channels-DSD Posting Start Date: 11/10/2026 Job Location: JEDDAH Legal Entity: Zahid Tractor Job Description: Job Summary Interact with users by any digital channel, phone, or in person to resolve any problems related to software or hardware issues to help them get back up running smoothly again. Work with users to improve operating procedures, reducing costs and inefficiencies, and achieve better performances. Identify goals, develop best practices, and analyse current processes so that they may be improved to the greatest extent possible. Efficiently track tickets, identify recurring issues & find solutions to resolve problems. Key Accountabilities Logging all relevant incident/service request details, allocating categorization and prioritization codes. Resolving incidents/service requests when first contacted whenever possible. Escalating incidents/service requests that they cannot resolve within agreed timescales. Closing all resolved incidents, requests, and other calls. Conducting customer/user satisfaction call-backs/surveys as agreed. Track time spent on solving issues. Collaborate with stakeholders to effectively document processes. Ensure that the appropriate infrastructure elements, such as documents, policies, manuals, periodicals, etc., are up to date and readily available. Record requirement traceability and the status of the implementation. Contribute to the development of test plans and test scripts as well as performing test execution as required. Knowledge transfer to others within DSD and to other stakeholders when required. Support and guide users when required. To execute day-to-day operations related to the assigned digital channels, including the system sustainability, channel performance & channel quality. To work closely with the marketing team to plan and execute the campaigns related to the assigned digital channels. To assist in the overall delivery of the assigned Digital channel portfolio, as defined by the digital roadmap within the required standards. To assist in ensuring the alignment & synergy between the delivery planning of Projects & the achievement of the defined KPIs. To work closely with the scrum master and Agile team, and to follow the Agile standards & methodology as directed. Assist users with procedural or minor technical problems. Adhere to the architectural design and principles of the enterprise Knowledge, Skills and Aptitude Educational Qualifications and Certifications: University degree in CS/IT/IS/IMS or equivalent. Knowledge: DevSecOps. Cybersecurity. Section IV Competency Requirements should be at L1 preferred L2. Knowledge in one of the following: ERP, HCM, CRM, MS 365, EAM, CMS, SCM, KMS, BI, etc.. IT infrastructure. Enterprise software. Architecture, and design best practices Technical Skills: Troubleshooting. Knowledge in SQL server database Language Skills: Fluency in both English and Arabic. Good communication skills, both written and verbal Experience: Preferred 4 years’ experience working with one of the following: help desk software, ERP, HCM, CRM, MS 365, EAM, CMS, SCM, KMS, BI, etc. Preferred 3 year experience in one of the career paths (business analyst, software engineer, system engineer). Fresh graduates with engineering degree considered if previous solution experience exists, and transcript shows higher level of career path skills. i.e. Software engineering career path requires programming solution completed or programming languages credited classes. Key Interactions Key Internal Contacts: DSD Team. Purpose of Interaction: Discuss issues on procedure, and configuration changes. Taking directions, and recommendations. Key External Contacts: NA Purpose of Interaction: NA Direct Reports: NA

University degree in CS/IT/IS/IMS or equivalent. Knowledge: DevSecOps. Cybersecurity. Knowledge in one of the following: ERP, HCM, CRM, MS 365, EAM, CMS, SCM, KMS, BI, etc.. IT infrastructure. Enterprise software. Language Skills: Fluency in both English and Arabic. Good communication skills, both written and verbal. Preferred 4 years’ experience working with one of the following: help desk software, ERP, HCM, CRM, MS 365, EAM, CMS, SCM, KMS, BI, etc. Preferred 3 year experience in one of the career paths (business analyst, software engineer, system engineer). Fresh graduates with engineering degree considered if previous solution experience exists, and transcript shows higher level of career path skills.

Interact with users by any digital channel, phone, or in person to resolve problems related to software or hardware. Track tickets, identify recurring issues and find solutions. Log and categorize incidents, resolve when possible, escalate as needed, and close resolved items. Conduct customer satisfaction follow-ups. Collaborate with stakeholders to document processes. Ensure infrastructure documents are up to date. Contribute to test plans and execute tests. Transfer knowledge within DSD. Support and guide users. Manage day-to-day operations of digital channels, including system sustainability, channel performance, and quality. Work with marketing to plan campaigns for digital channels. Align delivery planning of projects with defined KPIs. Work with scrum master and Agile teams following Agile standards. Assist users with procedural or minor technical problems. Adhere to architectural design principles.