Main job function
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 suppliers 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
Qualifications
Diploma / Certificate in Information Technology: System support or similar
Criteria
- 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
- Fluency in Mandarin / Chinese will be an advantage
- 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
Remuneration
R 35 000 basic
A Consultant will be in touch if you are shortlisted for the position. Please consider your application unsuccessful should you not have been contacted within 2 weeks. We will keep your CV on our database and contact you should you match the criteria of any other vacancies.
To apply for this job email your details to Liesl@armstrongappointments.com