Support Specialist

3 days ago

Pune, Maharashtra, India 157 Careers Full time
Job Title: ERP & Automation Support SpecialistWork Mode- FlexibleExperience-3 to 6 yearsLocation-Hadapsar, PuneBudget- Upto 18 LPAPosition Overview:Provide logic-driven, expert-level support for IFS ERP transactions, handling everything from basic tasksto highly complex issues. This role also involves supporting key applications such as DocuSign, Power BI,PL/SQL, OpenAI tools and automation platforms like Zapier, n8n, and Power Automate. Ideal candidatesstay current with technology updates and thrive in a global, multi-shift environment.Key Roles and Responsibilities:
• Resolve severe-complexity support tickets related to IFS ERP—including transactionworkflows, user authorizations, data integrations and reporting logic.
• Provide expert support for automation and analytics tools, specifically:o DocuSign digital signature workflows.o Power BI reporting integrations with IFS ERP, including iFrame embedding in IFSCloud/Aurena Web Client.o Script-based troubleshooting using PL/SQL or equivalent.o OpenAI tools (e.g., ChatGPT, RAG systems) for support automation and knowledgemanagement.o Automation platforms such as Zapier, n8n, and especially Power Automate, withproven capability to integrate with IFS via SOAP Gateway or custom APIs .
• Keep systems updated with the latest patches, releases, and enhancements for IFS andassociated tools.
• Manage rotating global support shifts to ensure seamless operation across Romania, China,and India.
• Document incident root causes, solutions, and maintain accurate knowledge base articles andguides.
• Escalate unresolved or mission-critical issues to Level 3 support while ensuring clearcommunication and SLA adherence.Required Skills:
• Language Proficiency: Fluent in English (written & verbal); other languages are a plus.
• IFS ERP: Minimum 3 years of experience in support or administration, handling transactionconfigurations, integrations, user roles and workflows.
• DocuSign: Experience configuring and troubleshooting electronic signature workflows.
• Power BI: Practical experience embedding or integrating Power BI dashboards with IFS Cloud orIFS Applications (IEE)
• PL/SQL: Solid database scripting skills for diagnostics and data operations.
• AI Tools: Familiarity with OpenAI technologies or RAG-style automation.
• Automation Platforms: Hands-on experience with Zapier, n8n, and Power Automate, includingbuilding flows that connect with IFS Cloud through SOAP Gateway or REST APIs.
• Shift Experience: Proven ability to operate in a rotating-shift setup across multiple time zones.
• Soft Skills: Excellent analytical thinking, strong documentation, customer service orientation,and communication skills.Preferred Qualifications
• Experience with IFS Cloud, data migration projects or IFS reporting tools.
• Familiarity with ITSM platforms like ServiceNow or Jira.
• Prior involvement with AI-powered service desks or RAG-based support systems.
• Recognized for proactive problem ownership, SLA focus and quality-driven support

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