HR/Payroll ERP Support Consultant | Incident Resolver

Adapt IT Group; Midrand; On-site; ZAR 300,000 - 420,000; Full time

Job summary

Adapt IT, a leading provider of specialised vertical market software, seeks a Support Consultant to deliver professional client support for ITS Integrator products. You will investigate incidents, log and track tickets, guide clients, and ensure ongoing alignment with SLAs and regulatory requirements.

The role emphasizes problem solving, communication with clients and stakeholders, and participation in audits to maintain service standards. Experience with ERP/HR/payroll systems is desirable.

Qualifications

• Matric/Grade 12.
• A relevant qualification in Business Analysis, Software Testing, IT or a related field; alternatively, 3 years' relevant subsystem experience.
• Experience providing client support within an ERP, HR, Payroll or similar software environment.
• Experience working with ticketing systems and incident management.

Responsibilities

• Investigate, troubleshoot and resolve system incidents and client queries.
• Log, track and manage incidents through the relevant ticketing system.
• Provide regular communication to clients regarding incident status and progress.
• Escalate incidents to relevant departments when required.
• Perform system and subsystem reconciliations.
• Identify root causes and recommend corrective actions.
• Provide client support, training and consulting on ITS Integrator functionality.
• Monitor SLA performance and contribute to SLA reporting.
• Assist with quotations, task management and client reporting.
• Maintain root-cause and risk registers.
• Participate in internal audits and monitor audit and compliance requirements.
• Monitor alignment with relevant statutory regulations.
• Support integration between allocated subsystems and other ITS systems.
• Liaise with clients, Contract Management and internal stakeholders to ensure effective service delivery.
• Adhere to ISO 9001:2015 support procedures, standards and record-keeping requirements.

Skills

Incident management

Client support

SLA knowledge

Communication

Root-cause analysis

Education

Grade 12

Business Analysis/IT qualification or related field

3 years relevant subsystem experience

Tools

Ticketing system

Job description

Adapt IT, a leading provider of specialised vertical market software, seeks a Support Consultant to deliver professional client support for ITS Integrator products. You will investigate incidents, log and track tickets, guide clients, and ensure ongoing alignment with SLAs and regulatory requirements.

The role emphasizes problem solving, communication with clients and stakeholders, and participation in audits to maintain service standards. Experience with ERP/HR/payroll systems is desirable.