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 SAP The successful candidate for the role will be responsible for the following systems/apps (but not limited): 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 the 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 about new, and 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 suppliers 1st/2nd level support Log calls 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 Alert Management Use and update the knowledge base of the systemREQUIREMENTS Diploma / Certificate in Information Technology: System support or similar Solid experience in 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 prioritize 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
