Source description
About the role
As the ERP Application Support Specialist, your role will involve serving as the primary contact point for all ERP-related queries and issues raised by store staff, head office users, and franchise teams. You will be responsible for promptly and courteously resolving Level 1 issues across core ERP modules such as billing, inventory, purchase, finance, and stock transfer within defined SLA timelines. In cases of complex issues, you will escalate them to Level 2 support while ensuring thorough documentation. Additionally, you will perform initial triage and categorization of incoming tickets, monitor ticket queues to ensure SLA adherence, and generate support reports and dashboards for management review. Your contribution to identifying frequently occurring issues and documenting them will help in building a knowledge base of SOPs, FAQs, and troubleshooting guides to reduce repeat tickets over time. Furthermore, you will support end users during critical business events and collaborate with the L2 Manager and ERP vendor for issue escalation and minor configuration changes. Your qualifications for this role include being a graduate in Science, IT, Computer Science, or a related technical discipline with at least 7 years of experience in ERP application support or IT helpdesk operations, preferably in a retail, FMCG, or multi-location business environment. You should possess a strong functional understanding of core ERP workflows, hands-on experience with IT service management tools and ticketing systems, familiarity with SLA frameworks and ITIL-based incident management practices, proficiency in generating MIS reports and support dashboards, excellent communication and interpersonal skills, and a structured, process-oriented approach to documentation and issue tracking. Additionally, you should be willing to work in rotational shifts or extended hours during peak business periods. Please note the above job description does not include any additional details about the company. As the ERP Application Support Specialist, your role will involve serving as the primary contact point for all ERP-related queries and issues raised by store staff, head office users, and franchise teams. You will be responsible for promptly and courteously resolving Level 1 issues across core ERP modules such as billing, inventory, purchase, finance, and stock transfer within defined SLA timelines. In cases of complex issues, you will escalate them to Level 2 support while ensuring thorough documentation. Additionally, you will perform initial triage and categorization of incoming tickets, monitor ticket queues to ensure SLA adherence, and generate support reports and dashboards for management review. Your contribution to identifying frequently occurring issues and documenting them will help in building a knowledge base of SOPs, FAQs, and troubleshooting guides to reduce repeat tickets over time. Furthermore, you will support end users during critical business events and collaborate with the L2 Manager and ERP vendor for issue escalation and minor configuration changes. Your qualifications for this role include being a graduate in Science, IT, Computer Science, or a related technical discipline with at least 7 years of experience in ERP application support or IT helpdesk operations, preferably in a retail, FMCG, or multi-location business environment. You should possess a strong functional understanding of core ERP workflows, hands-on experience with IT service management tools and ticketing systems, familiarity with SLA frameworks and ITIL-based incident management practices, proficiency in generating MIS reports and support dashboards, excellent communication and interpersonal skills, and a structured, process-oriented approach to documentation and issue tracking. Additionally, you should be willing to work in rotational shifts or extended hours during peak business periods. Please note the above job description does not include any additional details about the company.