ERP Support Analyst

Cloudstaff; Philippines; Remote; PHP 300,000 - 520,000; Full time

Benefits offered by this job

Health insurance and life coverage

Flexible leave credits

Company-provided PC/Laptop and fiber‑b

Annual performance review with salary

Job summary

Cloudstaff is seeking an ERP Support Analyst to provide hands-on support for Pronto and related business applications from a work-from-home setup across Philippine branches. The role emphasizes end-to-end ticket resolution, reducing repeat issues, and adherence to IAS operating models, with strong attention to data corrections and system usability.

The ideal candidate has 3+ years in ERP application support, solid Jira discipline, and ability to collaborate with finance and operations users.

Qualifications

• 3+ years ERP Finance Application Support experience.
• Hands-on ERP support across Pronto or similar platforms.
• Ability to triage, prioritise, and log time in Jira.

Responsibilities

• Triaging and resolving IAS Jira tickets end-to-end.
• Provide hands-on Pronto access, data corrections, and investigations.
• Classify priorities (P1–P4) and document decisions.
• Meet SLA targets and track time in Jira.
• Identify recurring issues and contribute to process improvements.
• Create documentation for processes and knowledge base.

Skills

Jira ticketing

Pronto ERP

Data investigation

Root cause analysis

Clear communication

Education

Tertiary IT/Business Information Systems

ITIL Foundation desirable

Tools

Jira IAS

Pronto

Power BI

Job description

Role

ERP Support Analyst

Work Arrangement

Work from Home

Location

Any CS Branch — Ortigas / Makati / Pampanga / Cebu / Davao / Mabalacat / Angeles (Pampanga)

Schedule

Morning Shift

Job Description

The Internal Application Support Analyst is responsible for actively resolving and managing day‑to‑day Jira IAS tickets, with a strong emphasis on hands‑on support for Pronto and other core business applications. This is a delivery role: close tickets end‑to‑end, reduce repeat issues, and apply the IAS operating model to ensure consistent, predictable BAU support outcomes. The role operates within the IAS BAU Operating Model, Ticket Priority Rules (P1–P4), and Service Level Agreements & time‑tracking standards.

Key Tasks and Accountabilities

• Ticket Triage and Resolution
  • Triage all incoming IAS Jira tickets in line with the IAS BAU Operating Model.
  • Resolve a significant proportion of tickets personally, particularly Pronto access and configuration requests, ERP data corrections and investigations, scheduling and operational system issues, and standard reports, extracts, and reconciliations.
  • Escalate tickets only when specialist or vendor intervention is required.
  • Maintain ownership until resolution.
• ERP / Pronto Application Support (Core Requirement)
  • Hands‑on Pronto support resource including user access and role management, data investigation and correction.
  • Understand upstream/downstream impacts such as Assignar Pronto flows.
  • Support finance and operations users with day‑to‑day ERP issues.
  • Liaise with vendors when needed but retain internal accountability.
  • Contribute to improving ERP stability, usability, and support documentation.
• Priority Classification and Decision‑Making
  • Assign P1–P4 priority independently in line with IAS Priority Rules.
  • Push back on incorrectly framed urgent work.
  • Make clear, documented decisions that stand up to scrutiny.
• SLA Delivery and Time Tracking
  • Meet SLA targets through effective triage, actionable resolution, and early escalation when required.
  • Log all time and effort accurately against tickets in Jira.
  • Support evidence‑based reporting on BAU workload and capacity.
• Pattern Recognition and BAU Reduction
  • Identify recurring tickets and underlying root causes.
  • Contribute to automation initiatives, process fixes, known issue registers, and self‑service improvements.
  • Be accountable not just for fixing issues but for reducing future ticket volume.
• Documentation Creation for Processes

Qualification and Requirements

• Tertiary qualification in Information Technology, Business Information Systems, or a related discipline (or equivalent experience). ITIL Foundation certification desirable but not essential.

Skills

• Investigation, troubleshooting, and resolution of ERP application issues independently.
• Strong Jira (or equivalent) ticketing discipline including triage, prioritisation, and time tracking.
• Confident decision‑making on ticket priority and scope.
• Clear written and verbal communication with both technical and non‑technical stakeholders.
• Pattern recognition ability to identify recurring issues and contribute to root cause elimination.
• Comfort working across multiple integrated systems simultaneously.

Experience

• Hands‑on experience resolving ERP application support issues (Pronto or any ERP platform highly desirable).
• Background in application or business systems support within an operational environment.
• Experience supporting operational systems in asset‑ or service‑based businesses (desirable).
• Familiarity with Assignar, UKG Ready, ERP platforms, or similar operational platforms (desirable).
• Exposure to Power BI, reporting, or data extraction tools (desirable).
• Experience working in a BAU + project hybrid IT environment (desirable).

Non‑Negotiable Skills & Requirements

• At least 3 years relevant experience in ERP Finance Application Support.

Perks & Benefits (Work From Home)

• Comprehensive health and life insurance starting the 16th day of employment, covering one free dependent.
• Flexible leave credits usable for vacation, emergency, and sick leave.
• Quarterly perks boxes offering groceries and snacks.
• International career growth and connections.
• Annual performance review with salary increase.
• Company‑provided PC/Laptop and fiber‑internet connection.
• Tech‑on‑wheels support.
• Participation in CS Social Clubs and Special Interest Groups.
• Unlimited cash incentives for hired referrals.
• Mental wellness employee assistance program through Lifeworks.
• In‑house psychiatrist available for well‑being support.
• Employee Share Units program.