Your Responsibilities Support customers to make sure they are content with the new system/software. Support customers with their functional questions regarding their ERP system. Deeply understand customers needs and business processes. Support the Software Engineers resolve issues in the system and do functional QC for developments made by the Software Engineers. Conduct internal testing on configuration/development before releasing them for UAT by business users. Update Functional Specifications and UAT plan, prepare tests cases and assist in user training as well as deployment preparation for the end-users. Provide necessary troubleshooting and production support when a breakdown occurs and immediately remedy the system when flaws are encountered. Escalate customer support issues. Achieve operational KPIs related to Customer Support Services. (For example: response time, resolution time). Implement support process in your projects. Drive forward the resolution of tickets.
Required Experience And Skills
Bachelors degree in Information System / Computer Science / Business / Accounting / Management. A Master's degree in business management is an advantage. Minimum 2-3 year of experience as a Business or Support Analyst. Strong knowledge and experience with business process modeling (UML). English proficiency: Top-notch oral and written abilities.
Strong interpersonal and leadership skills. Ability to work independently. Detail-oriented & hands-on. Capacity to accept and utilize constructive criticism. Proof of previous exceptional ability. Flexibility with working hours and ability respond to on-call duties when needed - compensated with extra leave/days. Experience with ERP systems (SAP, Oracle, Microsoft Dynamics, Odoo). Passion for learning business processes (sales, accounting, supply chain, inventory management, manufacturing). Experience in documentation creation, such as; requirement documents, UAT scenarios.