Gauteng: ERP System Software Assistant posted by Staff Solutions

About the Role

The successful candidate will assist with ongoing maintenance of existing software products, participate in the development of new and enhanced ERP system products and solutions, and provide application support to users. They will work closely with various team members to use and enhance support tools, learn effective troubleshooting techniques, and increase product knowledge.

Key Responsibilities

• Assist with ongoing maintenance of existing software products
• Participate in the development of new and enhanced ERP system products and solutions
• Provide application support to users
• Work closely with various team members to use and enhance support tools
• Learn effective troubleshooting techniques
• Increase product knowledge
• 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
• 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
• 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
• Use and update the knowledge base of the system

Requirements

• 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

Qualifications

No formal qualifications mentioned.

Salary & Benefits

Salary information not provided.