Job Description

Job Summary Position Overview:
To provide technical support, system maintenance, and enhancement for ERP and other business-critical applications by troubleshooting issues, supporting end users, and contributing to continuous improvement initiatives. The role involves working closely with cross-functional teams to ensure the stability, efficiency, and effectiveness of systems like SAP, Evolve, and Xperteck, while also supporting implementation projects and maintaining high data integrity and service quality standards.
Key Responsibilities:

• 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
Xperteck

• 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

Requirements:
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

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