Job Purpose : Provide applications support for ERP users in various countries affecting day to day operations
§Provide detailed advice and guidance to all users as well as basic training in ERP software use to end-users in order to ensure the effective use of systems available to them.§Provide an effective interface between users and second level support (internal team or service providers) supplying all necessary diagnostic information, according to established procedures (control and incident management procedures).§Monitor progress and apply escalation procedures as necessary by using judgment to set priority for problems resolution.§Test provided resolutions and follow up incidents until solutions are accepted by users and incident get closed.§Work in partnership with all team members as required ensuring correct exchange of knowledge and successful transition of developments into production, including testing of solutions.§Cooperate with all team members to investigate complex issues, identify and implement solutions to re-occurring problems.§Deliver resolution to Requests for Change.§Troubleshoot ERP software problems.§Execute ad-hoc data uploads or extractions from ERP.
Key Performance Indicatory (KPI):
§Number of support incidents / resolution time (KPI)§Applications availability (uptime) (KPI)§Number of applications supported and users of thoseQualifications:
§Diploma or University degree, preferably IT related major§Proficient user of the English languageProfessional Experience: At least 3 years of working experience (3 – 5 is the range) in Infor ERP LN, preferably in a role involving user supportCompetencies/ Skills:§Fluency in business English language§Good understanding of related software technologies (Infor ERP LN FP3/FP2, Oracle database)§MobilitySalary : INR 12- 15 lacs per year (depends on skill, qualification and experience of the candidate)