Job Scope and responsabilities:
- Application Support
- Incident Management
- Requirements gathering, documentation, and development of Test Scenario's
- Documentation & Testing of process and system solutions
- Provide ERP support/troubleshooting.
- Monitor tickets and prioritize appropriately.
- Manage user accounts and access.
- Engage with users to understand their issues and/or gather requirements.
- Resolve issues, advise users, or escalate as appropriate.
- Document issues, solutions and/or requirements.
- Work with entire Med IS to assist on projects as needed.
**What your background should look like**:
**Competencies**
- Strong communication skills in English
- Critical thinking
- Analytical ability
- Strong attention to detail and clear documentation
- Appropriate escalation
- Present information for decisions
- Strong time management skills
- Collaboration
- Action oriented
- Continuous learning
- Business knowledge
- Ability to work independently in a rapidly changing environment.
**Skills**:
- Incident Management:
- Prioritizes and diagnoses incidents.
Investigates causes of incidents and seeks resolution while complying with procedures.
Escalates unresolved incidents.
- Facilitates recovery, following resolution of incidents.
Documents and closes resolved incidents.
- Contributes to testing and improving incident management procedures.
- Must be familiar with ITSM / Service Desk ticketing systems (preferably Service Now)
- Must understand ITIL concepts for Production Support
- Must understand Incident Management, Problem Management, Change Management processes- Application support:
- Requirements Definition:
- Elicit and document requirements from ERP users
- Knowledge Management:
- Create knowledge articles for common issues or problems to enable user self-service and efficient support.
**Qualifications**
- Experience with ERP in Medical Device manufacturing or similar regulated environment is required.
- 1 + years of experience as an ERP analyst using mid to top tier ERP systems e.g.
Epicor, Syteline (Infor CSI), SAP.
- University degree or equivalent work experience in any relevant business area or IT-related field is essential.
- ITIL Foundation Certification, ITSM and or relevant technical certifications is highly desirable.
- Business related certifications or experience highly advantageous
- Practical experience with SSRS, Crystal Reports, or reporting tools advantageous
- Experience with C# helpful
**Job Requirements**
- Will be required to work flexible start/finish times
- Will be required to travel to other sites occasionally.
- May need to provide occasional on-call support during week-ends
**Competencies**:
- Values: Integrity, Accountability, Teamwork, Innovation