• Deal with support tickets in the support system, handling requests for assistance and liaise with users to find the best solution for their query.
• Support tickets will include but not limited to the following systems:

o Syspro
o Translution
o Microsoft365
o Qliksense

• Troubleshoot software and identify root causes of software/system issues/failures.
• Analyze system related issues and propose solutions.
• Document procedures and remedies for the purpose of process improvement
• Document software support activities thoroughly, accurately, and in a timely manner.
• Project manage new software installations or projects.
• Collaborate with cross functional teams to continuously improve reporting so that it is relevant and useful.
• Continuously work on the data sets and master data to ensure that it is aligned and relevant.

Collaboration is required between business and IT departments to understand system data, its use, and provide reports/dashboards for users to make informed decisions and to support users in the use of the various tools provided.

Main Accountabilities:

• Provide first line assistance and advice on operational software such as Syspro, Translution, and all operational supported software.
• Maintain and ensure master data is up to date and relevant
• Maintain reporting using all available reporting methods (Power BI, Qlikview/sense, Excel refreshable).
• Continuously seek process improvement by considering office automation 
• Ensure compliance with respect to cyber security, regulations, and company policy
• Assist with training and development of users Position Profile
• Other duties may be assigned or required in connection with the general operation of the organization. 

Key Performance Areas

User support

• Assist users with day to day issues around all operational software.
• Assist users with issues regarding reporting platforms 
• Assist users by providing access to data using standard reporting tools.
• Deal with all ERP and related support tickets that are raised

Reporting

• Maintain reporting platforms (Power BI / Qlik / Excel refreshables)
• Engage with users and produce reporting dashboards per requirement.
• Be involved with the weekly reporting processes.
• Understand and assist with all other reporting platforms used.

System investigation and implementation

• Gain a good knowledge of all ancillary software utilised by the business and leverage these for reporting and information gathering purposes.
• Investigate user needs and suggest new or existing applications that may ease or automate functions.
• Work on a project management basis to implement and deploy ancillary solutions.
• Produce documentation and version controls for reports to ensure continuity.
• Remain within budgetary guidelines.
• Assist in budgetary processes.
• Maintain a clean and relevant library of usable reports and the related documentation.
• Promote and practice the standards and values of the organisation.

Qualifications Skill and Educational Requirements

• Have a IT or Business related degree or qualification
• Experience in reporting and building reports for clients.
• Knowledge of Syspro and the system architecture is an advantage.
• Knowledge of Power BI, Qliksense, and Excel or similar BI tools in creating reports and visualization.
• The ability to collaborate with end users to define metrics and business requirements.
• Intermediate SQL skills and knowledge.
• Effective verbal and written communication skills and ability to present information clearly and professionally.

Position Profile

• Proficient with Windows-style applications and various software packages specific to role Strong interpersonal skills and ability to promote positive work relationships 
• Good organization, prioritization, and time management skills 
• Ability to effectively manage multiple demands in a rapidly changing, team-based environment

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