The Position
The newly established Centre of Excellence (CoE) will operate the IFS Cloud ERP platform and an integrated landscape of complementary technologies, supporting the business in achievement of their strategies and enabling business change and transformation efforts.The IFS Application Support Analyst will play a critical role in supporting the implementation and ongoing maintenance of the IFS ERP system.This role involves providing technical support, troubleshooting issues, and ensuring the smooth operation of the system.As a subject matter expert within the CoE, the support analyst will operate and refine support processes, build the confidence and capability of end users, work with data, and drive the effective adoption and use of IFS. Key Accountabilities Application Support:
1. Provide first and second-line support for the IFS ERP system, addressing user issues and system errors
2. Troubleshoot and resolve application-related problems, including analyzing system logs and error messages
3. Configure, sustain and support function specific technology platforms
4. Assist with system configuration and customizations as required
5. Maintenance and execution of user roles and permissions for IFS and connected systems in line with agreed structures and processes
System Monitoring & Maintenance:
6. Manage the system technical environments and platforms to ensure reliability, performance and security with best practice
7. Monitor system performance and health, identifying and addressing potential issues before they impact operations
8. Ensure the successful completion of maintenance tasks, including system updates, backups, and patch management
9. Support the implementation of product updates and enhancements
User Support & Training:
10. Act as a point of contact for end-user support, providing guidance and resolving inquiries related to IFS applications
11. Responsible for the ongoing effectiveness of user training.This includes ownership and maintaining training materials, and where necessary running training sessions to ensure effective use of the system
12. Create and maintain user guides, knowledge articles, and other support documentation
Incident, Problem and Request Management:
13. Log and track tickets in the Service Management solution, ensuring timely resolution of incidents and requests
14. Undertake proactive Problem Management, identifying and addressing recurring issues to prevent future occurrences
Data Management & Reporting:
15. Assist in managing data integrity and quality within the IFS system and related platforms
16. Identify trends and patterns to optimise performance of process, workflows and the user experience
17. Generate and analyze reports to support business operations and decision-making
Evolution of the Centre of Excellence:
18. Contribute to the development of CoE best practices, standards, and documentation
19. Participate in knowledge transfer activities and support the development of the CoE
20. Identify opportunities to introduce automation and proactive support initiatives
21. Identify opportunities to shift first line support activities to the IT Service Desk
Collaboration & Communication:
22. Maintain robust working practices and relationships across the Centre of Excellence
23. Work closely with other IT teams, business units, and external vendors to resolve issues and implement changes
24. Communicate effectively with users and stakeholders to ensure clear understanding of system status and support activities
Knowledge
25. Expertise in at least one of the following IFS areas, and enthusiastic to broaden your understanding across other areas:Finance, Supply Chain, Procurement, Projects, Human Capital Management, Asset and Service Management
26. Understanding of IFS Solutions Manager related functionality, profiles and permissions setup
27. Ability to perform workflow automations using IFS Events and Migration jobs, Custom Configurations, Lobbies and Reporting
28. Familiarity with ERP implementation processes and support best practices
29. Proficient in applying ITILv3 good practice, such as Incident Management, Change Management, etc., to all essential functions and responsibilities
Skills
30. Troubleshooting and resolving technical issues related to IFS applications
31. Strong analytical skills with the ability to assess and resolve system problems effectively
32. Good documentation skills for creating user guides, knowledge articles, and support materials
33. Ability to create and deliver training content tailored to various user levels
34. Proficient in Microsoft Office products
35. Ability to manage multiple support requests and prioritize tasks efficiently
36. Strong communication skills for interacting with end-users and other stakeholders
37. Capability to work independently as well as part of a team
38. Ability to adapt to changes in system requirements and support processes
Experience
39. 3 years experience with IFS 10 or IFS Cloud, 5 years+ total experience with enterprise -grade ERP (. SAP, Oracle EBS)
40. Substantial experience in supporting, implementing and maintaining integrated applications
Qualifications
41. Undergraduate degree in Computer Science, Information Systems, Statistics, Mathematics, Economics, or related field preferred but not essential