ERP Support Analyst

Job Summary

Job Duties

• To provide 2\3rd line support on ERP Applications.
• To assess and identify areas of opportunity for automation, process improvement and efficiency gains.
• To provide support on CSM platform including customer support tickets and implementation
• Support the onboarding of acquired parks/groups into PHUK ERP system and provide support for disposing parks and data in a way which meets all compliance and Cyber process and regulations.
• With a continual service improvement mindset, strive to identify areas for service improvements, process improvements and technical improvements by constantly reviewing current process and ways of working and challenging the status quo.
• Provide support and expertise on business led projects and initiatives, providing expert technical input on best practices and use of technology.
• Ensure effective process and documentation is created and\or maintained for all areas of responsibility to enable efficient controls and ways of working.
• Maintain the change process, adhering to frameworks and policies which support the business and ensure the risk and impact of change is minimised.
• Identify and explore opportunities for service and business process improvement. Drive the analysis, identification, prioritisation and implementation of improvements and efficiencies where appropriate.
• Ensure IT compliance and governance is adhered to for SOX/PCI and all other regulatory framework the company subscribes to, ensuring that commitments and deadlines are met or exceeded.
• Ensure that all communications relating to IT service provision to the business and key internal and external stakeholders is relevant, timely and accurate.
• Provide expertise and input into business ERP based project initiatives.
• Undertake additional project work outside core responsibilities as required.

Requirements

• Extensive and demonstrable experience of working in a service focused team, preferably in an ERP Application Support team.
• Extensive experience using Zendesk in a professional support or service environment
• Must have experience of Service Management Framework principles and processes and possess the ability to apply the knowledge in project or programme activities.
• A team player with strong analytical skills and excellent communication skills.
• Ability to set priorities based on business needs to meet delivery and business deadlines in a fast-paced environment.
• Ability to quickly understand and interpret complex problems and data.
• Ability to identify and resolve problems, mitigate risks, and issues associated with project.
• Ability to manage and deliver small to medium scale technology projects from initiation to implementation.
• Strong analytical and management skills with a detail-oriented aptitude; a high degree of accuracy is required.