Clare Moffitt

Leading and mentoring the Application Support team, ensuring high-quality service delivery across internal and external customers in Ireland, the UK, and Europe. Management of shift schedules and on-call support coverage, including weekends.

Overseeing task allocation, setting performance goals, and ensuring timely issue resolution in a fast-paced environment. Software had multiple interfaces including touchscreen and WMS. Additionally, it integrated seamlessly with external financial systems while facilitating the generation of Advanced Shipping Notices (ASN), SSCC labels, Electronic Data Interchange (EDI) files, and all customer-facing documentation. These are just some of the examples of the day to day issues the team would be working on.

Customer Licenses review and Maintenance. Tracking license expiration dates and proactively managing renewals. Coordinating with IT, finance, and sales teams for seamless license tracking and for billing purposes.

Customer and Team performance Jira Dashboards. Designing dashboards to include Ticket Volume & Trends, Resolution Time, SLA Compliance, Issue Categorization, Backlog Health and Issue Resolution Rate.

Coordinating with other IT teams and vendors for critical incident resolution. Acting as the main point of contact between users and IT teams.

Overseeing proactive monitoring of applications to prevent downtime using inhouse APM tool

Implementing performance optimisations and system improvements.

Coordinating testing and live deployments for bug fixes, ensuring rollback plans are in place, and actively monitoring post-release performance to confirm the effectiveness of the fix.

Managing service requests, user access, and training sessions. Reviewing service level agreements (SLAs) and ensuring compliance.

Gathering feedback from stakeholders to enhance application performance. Weekly meetings to gauge priority issues within the different business units

Maintaining detailed documentation for troubleshooting, out of hours guidelines, procedures, and system configurations.

Coordinating upgrades and integrations with third-party applications. Working with internal business units including Financial teams and their financial system which the ERP software was integrated with. Previously worked in Accounts Receivable and Accounts Payable within Keelings, as well as in other previous roles. It was through these roles that it allowed me to develop a strong understanding of financial processes, transaction management, and financial operations.

Identifying opportunities to improve system efficiency and user experience.

Driving automation initiatives to reduce manual workload. Involved in Supplier P2P rollout for customers.

Configuring, customising, and deploying software applications based on client requirements.

Assisting with data migration, system integration, and user setup.

Conducting system testing and troubleshooting implementation issues.

Coordinating with development teams to address customisation or feature requests.

SQL queries to help troubleshoot and fix system issues

Serving as the primary contact for users, addressing technical issues and inquiries.

Troubleshooting and resolving software errors, bugs, and performance issues.

Providing functional and technical guidance to end-users.

Escalating complex issues to development or product teams as needed.

Collaborating with stakeholders to understand business needs and system requirements.

Documenting functional and technical specifications for development teams.

Developing and executing test plans to ensure system accuracy and performance.

Identifying bugs, inconsistencies, and areas for optimization.

Assisting in user acceptance testing (UAT) and gathering feedback for refinements.

Creating detailed user manuals, technical guides, and system documentation.

Training end-users and IT teams on new system functionalities and best practices.

Acting as a liaison between business units, IT teams, and external vendors.

Providing regular updates on system changes, enhancements, and project progress.

Coordinated User Acceptance Testing (UAT) releases. Shared testing results with stakeholders in the business. Additionally, I led 'Day in the Life' testing across all business units to ensure a comprehensive UAT was conducted before go-live.

I worked in the Continuous Improvement Department, where we were responsible for upgrading the in-house ERP software.

Prior to go live, I managed Sprint testing across all functional areas, provided testing progress reports to stakeholders, and coordinated User Acceptance Testing (UAT) releases. Additionally, I led the 'Day in the Life' testing across all business units to ensure a comprehensive UAT was conducted before go-live.

Post go-live, I collaborated with the Project Manager to ensure a structured support plan was in place for all areas, from the office to the warehouse floor. I also worked closely with developers to troubleshoot issues, ensuring a rapid turnaround on fixes, or implementing temporary workarounds when necessary.

I worked in all aspects of accounts payable and receivable, gaining experience in weekly, month-end close-offs, accruals, supplier payment runs, cash flow, and customer credit insurance, and reconciliations. Credit control and working with large customer accounts, with payments in excess of 1 million euros.

Gained experience in all aspects of debtor’s and creditors ledger. Experience with vehicle administration, rebates, intercompany accounts, and insurance claims.