Technical Support Analyst, ERP Systems

Role: Technical Support Analyst - ERP (Infor Visual, ideal but not manadatory) or similar
Location: Pune, India
Role Type: Permanent, Onsite
Responsibilities:
 

• The Enterprise Resource Planning (ERP) Support Analyst’s role is to work reactively to helpdesk tickets in a timely manner by providing 1st and 2nd line support to user’s ERP queries to resolution, often involving data manipulation with SQL, ERPs’ workflows and macros.
• Working proactively and reactively creating reports via Microsoft’s SQL Server Reporting Services (SSRS), maintaining the ERP system with regular updates from the vendor and sql maintenance jobs for backup related tasks, providing user training both remotely and onsite in various locations and writing user instructions.
• Additionally, interfacing at a technical level with the Regional ERP team and the ERP Vendor, communicating at a non-technical level with users and assisting the Regional ERP Manager in various global and regional ERP related projects as required.
• While the majority of helpdesk queries will be resolved remotely you will be expected to travel to branch offices for user training, other projects and for IS meetings.
• This is a regional support role within the EMEAI region. Above all, provide the organisation with the highest possible level of on-going user support, systems availability and maintenance, integrity and reporting ability in line with global compliance and IS strategy.

Minimum Requirements:
The successful candidate should have a systematic approach to problem solving, the ability to work well under pressure to strict deadlines, as an individual and as part of the EMEAI IS team and to communicate with non-technical users, technical staff and vendors. Therefore, good communication skills, hardworking ethics and a welcoming friendly manner are a must for this role. In house and vendor training will be available.
University degree in computer science or computer technology and/or 3 years’ experience in a similar ERP or SQL related support role.

• Strong 1st and 2nd line support experience in an ERP and SQL environment.
• (experience with Visual from Infor is appreciated)
• Strong SQL skills
• Proven analytical troubleshooting experience with any ERP or database related product.
• Understanding of the typical ERP business process, for example, customer order creation to shipping and finally invoicing and payment collection.
• Understanding of table relationships and database principles such as Stored Procedures (SP’s) and Triggers.
• Experience of report writing ideally with SSRS, but any reporting writing program will suffice.
• Financial and business understanding would be desirable.
• Demonstrate adaptability in learning new ERP features or modules, and proactively identifying potential system or process improvements.
• Excellent English language both written and oral.
• ITIL certification would be desirable.
• Willingness to work out of business hours as required. We try and keep this to a minimum but it’s the nature of the role and some work must be completed out of business hours.
• Willingness to travel overseas, up to 10 days per year.

Personal Attributes
 

• Excellent written, oral, and interpersonal communication skills in English.
• Ability to communicate to users where English is their second language.
• Ability to conduct research into ERP and SQL issues and products as required.
• Highly self-motivated with keen attention to detail.
• Able to prioritise and execute tasks in a high-pressure environment.
• Strong customer service orientation.
• Ability to work in a team-oriented, collaborative environment.

Work Conditions
We offer a competitive salary, benefits, modern office with a friendly but hard-working environment, a chance to work with a great team and continued training with certification.