Systems Specialist

Overview

ERP Support Specialist Role. The ERP Application Support Analyst role serves as a bridge between first line support and development teams. As an expert in technical bridging and second line support, you will provide service to end users dealing with problems, answering service tickets or delivering IT elements of wider projects.

• Key Responsibilities:
  
  Apply best practices for handling tickets, ensuring the correct level of troubleshooting and diagnostics is applied to incidents & problems through to resolution in line with the ITIL framework.
• Act as an escalation point for Support Analysts providing root cause and incident resolution.

• Incident Management:
  Create knowledge base articles and process documentation, known issues and workarounds ensuring these are reviewed and maintained.
• Communicate with customers succinctly updating on status, progress and resolution.
• Data Quality Assurance:
  Highlight data issues and challenges, identifying root cause processes and supporting business or technical process improvements.
• Business Central Expertise:
  Provide informative and relevant internal training sessions to the Support team to further their professional development.
• Identify service improvement opportunities, liaising with the Product Owner to add to the product backlog for continuous enhancements.