Job Description:

• Assist with ongoing maintenance of existing software products and to 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
• Communication and problem-solving skills to deliver support services for business applications
• The successful candidate for the role will be responsible for the following systems/apps (but not limited):
  - SAP
  - Evolve
• Providing application support to users Answer, Identify issues and Provide suggestions and long-term solutions
• To provide proactive support to internal staff, and external customers: Analyse recurring incidents on the service desk and solve through interaction with key stakeholders
• Investigate and analyse system issues to determine cause of issues and appropriate corrective action
• Provide system knowledge and consultancy for divisional and cross-divisional projects ensuring that business process requirements are met, and best practice is achieved
• Pre and post information systems implementation, and support with process owners
• Contribute to the Help Desk knowledge base, add quality articles relating to Problem Resolution pertaining to new, existing projects, types and Sub Types
• 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 supplier’s 1st/2nd level support
• Log calls
• Assign priority to calls low, medium, urgent, high, critical
• Update system in real time
• Problem analysis – identify recurring problems and report in weekly meeting Alert Management
• Use and update the knowledge base of the system

• Diploma / Certificate in Information Technology: System support or similar
• Solid experience of supporting and maintaining production computer systems in a customer facing support environment of at least 5 years
•  Experience in database systems, reporting and query tools
• Excellent written and verbal communication skills at all levels of the business with technical and non-technical staff
• Effective time management skills and ability to prioritise work assignments
• Analytical
• Ability to solve problems
• Able to build and maintain business relationships
• Desire to learn and grow within the organisation
• Strong team player