Software Support Specialist
1 month ago
Job Title: ERP Support Specialist
Job Description:
As an ERPSupport Specialist you will be responsible for providing technicalassistance and support to endusers of the enterprise resourceplanning (ERP) system. Your primary objective will be to ensure thesmooth operation of the ERP system and troubleshoot any issues thatarise. You will work closely with business stakeholders IT teamsand external vendors to address user inquiries resolve technicalproblems and optimize system performance.
Responsibilities:
1. Serve as the firstpoint of contact for enduser support requests related to the ERPsystem including user access issues software functionalityquestions and error troubleshooting.
2. Provide timelyand effective resolution to reported ERP system incidents andservice requests following established procedures and service levelagreements (SLAs).
3. Conduct initial triage anddiagnosis of ERP system issues escalating complex or unresolvedissues to appropriate technical teams or vendors for furtherinvestigation and resolution.
4. Assist users withnavigating the ERP system interface performing transactionsgenerating reports and utilizing system features andmodules.
5. Collaborate with business stakeholders andsubject matter experts to understand user requirements identifysystem enhancements and recommend process improvements.
6. Create and maintain user documentation knowledge base articlesand training materials to support ERP system adoption andproficiency.
7. Perform routine maintenance tasks suchas applying patches updates and configuration changes to the ERPsystem in coordination with IT operations teams.
8.Participate in user acceptance testing (UAT) and quality assuranceactivities for ERP system upgrades enhancements andcustomizations.
9. Conduct enduser training sessionsworkshops and demonstrations to promote ERP system usage bestpractices and ensure user competency.
10. Stay currentwith ERP software updates new features and industry trends andshare knowledge with the support team and endusers.
Requirements:
1. Bachelorsdegree in Computer Science Information Systems BusinessAdministration or related field.
2. Proven experience inproviding technical support for ERP systems preferably mentionspecific ERP software e.g. SAP Oracle MicrosoftDynamics.
3. Strong understanding of ERP systemarchitecture modules and business processes.
4.Familiarity with ERP system administration tasks such as usermanagement security configuration and system monitoring.
5. Excellent analytical and problemsolving skills with the abilityto troubleshoot and resolve technical issues in a timelymanner.
6. Effective communication and interpersonalskills with the ability to interact professionally with users atall levels of the organization.
7. Customerfocusedmindset and dedication to providing highquality supportservices.
8. Ability to work independently andcollaboratively in a fastpaced environment managing multiplepriorities and deadlines.
9. Willingness to learn andadapt to new technologies and business requirements.
10.Certification in relevant ERP software or ITIL Foundationcertification is a plus.
PreferredQualifications:
1. Experience with ITservice management (ITSM) tools such as ServiceNow or Jira forincident and request management.
2. Knowledge of SQLquerying and database management for ERP system troubleshooting andreporting.
3. Familiarity with ERP system integrationsinterfaces and data migration processes.
4.Understanding of ITIL (Information Technology InfrastructureLibrary) principles and best practices for IT servicemanagement.
5. Previous experience in enduser trainingand instructional design.
6. Ability to develop anddeliver technical presentations and demonstrations to diverseaudiences.
7. Experience working in a regulated industrysuch as healthcare finance or manufacturing with compliancerequirements impacting ERP system usage andsupport.
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