ERP System Support Analyst

  • Added Date: Thursday, 11 April 2019
  • Deadline Date: Sunday, 30 June 2019

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The Regional System Support Analyst will support the global ERP deployment by leading the region through hyper support phase of deployment. The Regional Hyper Support Coordinator will report into the Regional Deployment Lead and have a manger in partnership reporting line to the ERP Business System Manager. The Regional System Support Analyst will be responsible for leading each deployment through hyper support and in conjunction with the Operations team ensure a smooth transition to operations. The Regional System Support Analyst will also support of technical action items that come out of the pre-deployment readiness assessment.

Major Responsibilities:

  • Develop proficient knowledge in key ERP business processes and system navigation
  • Support the implementation of technical actions that have come out of pre-deployment assessment
  • Support the in office SuperUsers by helping them resolve and escalate issues
  • Lead daily stand-ups during initial two weeks post go-live
  • Triage tickets in ServiceNow and facilitate the escalation and resolution of all issues
  • Support ad hoc refresher training as needed
  • Maintain dashboards that show overall status of issues within that office and across the region
  • Escalate risks and issues early that could block adoption
  • Pick out trends in issues in order to support updates to deployment approach and training materials
  • Continually evaluate the office in hyper support against hyper support exit criteria to guide the office to transition out of hyper support
  • Co-lead hyper support exit meeting with ERP Operations team


Minimum Requirements

  • Strong computer literacy, including proficiency in Microsoft Office 2013 and Office 365; preferable experience in Microsoft Dynamics D365 for Operations & ServiceNow
  • A sense of personal ownership of the applications, and the drive to keep customers well satisfied with the level of support they receive
  • Fast independent learner that can pick up new applications and processes quickly
  • Strong project coordination skills, e.g. planning, and organizational skills; ability to manage time efficiently, meet deadlines, and work independently
  • A clear communicator; flexible, proactive planning skills, organizational skills, and critical thinking skills; proven ability to problem solve and follow up appropriately on process and procedural issues; calm and resourceful, able to work under pressure
  • Excellent oral and written communication skills; able to quickly gather, synthesize and summarize information in a clear manner
  • A results-driven approach to work, proven personal initiative and an ability to work proactively and with a strong sense of urgency
  • Ability to multi-task and work in a fast paced, multi-cultural environment
  • Must exercise good judgment and ability to maintain confidential information

Preferred Additional Requirements

  • Experience in a humanitarian or development organization
  • Knowledge of French or Arabic

Working Environment*:*

  • Standard office work environment
  • Some travel as needed

This vacancy is archived.

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