Erp System Software Assistant

Assist with ongoing maintenance of existing software products and participate in the development of new and enhanced ERP system products and solutions.

Work closely with various team members to use and enhance support tools, learn effective troubleshooting techniques, and increase product knowledge.

Utilize communication and problem-solving skills to deliver support services for business applications. Knowledge of SAP.

The successful candidate will be responsible for the following systems/apps (but not limited to): Evolve.

Provide application support to users, identify issues, and offer suggestions and long-term solutions.

Provide proactive support to internal staff and external customers: Analyze recurring incidents on the service desk and solve them through interaction with key stakeholders.

Investigate and analyze system issues to determine the cause and appropriate corrective action.

Provide system knowledge and consultancy for divisional and cross-divisional projects ensuring that business process requirements are met, and best practices are achieved.

Support pre- and post-information systems implementation with process owners.

Contribute to the Help Desk knowledge base by adding quality articles relating to problem resolution about new and existing projects, types, and subtypes.

Review and recommend continuous improvement of the systems and support processes.

Document technical information and processes for existing and newly developed functionality to provide suitable and up-to-date system support.

Maintain data quality and integrity within the system.

Ensure all critical services/systems are monitored.

Provide clear, professional, informative, and appropriate communication to colleagues, customers, and suppliers.

Carry out system maintenance tasks and processes to agreed schedules.

Supplier management: Manage relationships with approved suppliers.

Provide 1st/2nd level support.

Assign priority to calls: low, medium, urgent, high, critical.

Update the system in real-time.

Problem analysis: identify recurring problems and report in weekly meetings to alert management.

Use and update the knowledge base of the system.

REQUIREMENTS

1. Diploma/Certificate in Information Technology: System support or similar.
2. Solid experience in supporting and maintaining production computer systems in a customer-facing support environment of at least 5 years.
3. Experience in database systems, reporting, and query tools.
4. Excellent written and verbal communication skills at all levels of the business with technical and non-technical staff.
5. Effective time management skills and ability to prioritize work assignments.
6. Strong analytical skills.
7. Ability to solve problems.
8. Able to build and maintain business relationships.
9. Desire to learn and grow within the organization.