Software Support Specialist

Job Title: ERP Support Specialist

Job Description:

As an ERP Support Specialist you will be responsible for providing technical assistance and support to endusers of the enterprise resource planning (ERP) system. Your primary objective will be to ensure the smooth operation of the ERP system and troubleshoot any issues that arise. You will work closely with business stakeholders IT teams and external vendors to address user inquiries resolve technical problems and optimize system performance.

Responsibilities:

1. Serve as the first point of contact for enduser support requests related to the ERP system including user access issues software functionality questions and error troubleshooting.
2. Provide timely and effective resolution to reported ERP system incidents and service requests following established procedures and service level agreements (SLAs).
3. Conduct initial triage and diagnosis of ERP system issues escalating complex or unresolved issues to appropriate technical teams or vendors for further investigation and resolution.
4. Assist users with navigating the ERP system interface performing transactions generating reports and utilizing system features and modules.
5. Collaborate with business stakeholders and subject matter experts to understand user requirements identify system enhancements and recommend process improvements.
6. Create and maintain user documentation knowledge base articles and training materials to support ERP system adoption and proficiency.
7. Perform routine maintenance tasks such as applying patches updates and configuration changes to the ERP system in coordination with IT operations teams.
8. Participate in user acceptance testing (UAT) and quality assurance activities for ERP system upgrades enhancements and customizations.
9. Conduct enduser training sessions workshops and demonstrations to promote ERP system usage best practices and ensure user competency.
10. Stay current with ERP software updates new features and industry trends and share knowledge with the support team and endusers.

Requirements:

1. Bachelors degree in Computer Science Information Systems Business Administration or related field.
2. Proven experience in providing technical support for ERP systems preferably mention specific ERP software e.g. SAP Oracle Microsoft Dynamics.
3. Strong understanding of ERP system architecture modules and business processes.
4. Familiarity with ERP system administration tasks such as user management security configuration and system monitoring.
5. Excellent analytical and problemsolving skills with the ability to troubleshoot and resolve technical issues in a timely manner.
6. Effective communication and interpersonal skills with the ability to interact professionally with users at all levels of the organization.
7. Customerfocused mindset and dedication to providing highquality support services.
8. Ability to work independently and collaboratively in a fastpaced environment managing multiple priorities and deadlines.
9. Willingness to learn and adapt to new technologies and business requirements.
10. Certification in relevant ERP software or ITIL Foundation certification is a plus.

Preferred Qualifications:

1. Experience with IT service management (ITSM) tools such as ServiceNow or Jira for incident and request management.
2. Knowledge of SQL querying and database management for ERP system troubleshooting and reporting.
3. Familiarity with ERP system integrations interfaces and data migration processes.
4. Understanding of ITIL (Information Technology Infrastructure Library) principles and best practices for IT service management.
5. Previous experience in enduser training and instructional design.
6. Ability to develop and deliver technical presentations and demonstrations to diverse audiences.
7. Experience working in a regulated industry such as healthcare finance or manufacturing with compliance requirements impacting ERP system usage and support.