- Take ownership of incidents and service requests logged by end-users.- Resolve issues in a timely manner, following standard procedure to manage escalations through appropriate teams.- Participate in the maintenance and periodic updates for Business and manufacturing solutions teams, in conjunction with the change management processes.- Provide prompt and accurate feedback to the customer.- Troubleshoot and diagnose issues with the applications, including setup and configuration.- Fluent with business processes associated with the use of ERP and manufacturing systems understanding manufacturing Business terms and concepts.- Advise on how to conduct processes across applications.- Provide administrative support for the application environment. This may include the use of monitoring programs and processes, maintaining application configuration tables and parameters and restarting background jobs.- Provide support in the testing of bugs and functional changes to application systems and participate in end-user training.- Support process adoption through preparation of documents/presentations/video materials, with on-site education and training of key users in conjunction with the IT Training team.- Collaborate closely with the Service Desk to ensure P1 and P2 issues are resolved promptly.- Seek opportunities to automate support, release and security update processes.
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- Take ownership of incidents and service requests logged by end-users.- Resolve issues in a timely manner, following standard procedure to manage escalations through appropriate teams.- Participate in the maintenance and periodic updates for Business and manufacturing solutions teams, in conjunction with the change management processes.- Provide prompt and accurate feedback to the customer.- Troubleshoot and diagnose issues with the applications, including setup and configuration.- Fluent with business processes associated with the use of ERP and manufacturing systems understanding manufacturing Business terms and concepts.- Advise on how to conduct processes across applications.- Provide administrative support for the application environment. This may include the use of monitoring programs and processes, maintaining application configuration tables and parameters and restarting background jobs.- Provide support in the testing of bugs and functional changes to application systems and participate in end-user training.- Support process adoption through preparation of documents/presentations/video materials, with on-site education and training of key users in conjunction with the IT Training team.- Collaborate closely with the Service Desk to ensure P1 and P2 issues are resolved promptly.- Seek opportunities to automate support, release and security update processes.