Description
We are committed to building a workplace where everyone feels heard and respected, and extending our culture of care so that every individual can reach their full potential. We want you to have a sense of belonging and feel valued for your contributions and the perspectives you bring.
Summary:
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 analyst will contribute to refining support processes, building the confidence and capability of end users and driving adoption.
Requirements:
Application Support:
- Provide first and second-line support for the IFS ERP system, addressing user issues and system errors.
- Troubleshoot and resolve application-related problems, including analyzing system logs and error messages.
- Configure, sustain and support value stream specific technology platforms.
- Assist with system configuration and customizations as required.
- Maintenance and execution of user roles and permissions for IFS and connected systems in line with agreed structures and processes
System Monitoring & Maintenance:
- Manage the system technical environments and platforms to ensure reliability, performance and security with best practice.
- Monitor system performance and health, identifying and addressing potential issues before they impact operations.
- Ensure the successful completion of maintenance tasks, including system updates, backups, and patch management.
- Support the implementation of product updates and enhancements.
User Support & Training:
- Act as a point of contact for end-user support, providing guidance and resolving inquiries related to IFS applications.
- 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.
- Create and maintain user guides, knowledge articles, and other support documentation.
Incident, Problem and Request Management:
- Log and track tickets in the Service Management solution, ensuring timely resolution of incidents and requests.
- Undertake proactive Problem Management, identifying and addressing recurring issues to prevent future occurrences.
Data Management & Reporting:
- Assist in managing data integrity and quality within the IFS system.
- Identify trends and patterns to optimize performance of process, workflows and the user experience.
- Generate and analyze reports to support business operations and decision-making.
Evolution of the Centre of Excellence:
- Contribute to the development of CoE best practices, standards, and documentation.
- Participate in knowledge transfer activities and support the development of the CoE.
- Identify opportunities to introduce automation and proactive support initiatives.
- Identify opportunities to shift first line support activities to the IT Service Desk.
Collaboration & Communication:
- Maintain robust working practices and relationships across the Centre of Excellence.
- Work closely with other IT teams, business units, and external vendors to resolve issues and implement changes.
- Communicate effectively with users and stakeholders to ensure clear understanding of system status and support activities.
Additional Responsibilities:
- Stay current on IFS product updates and industry best practices to provide informed support.
- Assist in the creation and maintenance of support-related documentation and knowledge base articles.
- Participate in system testing and validation for new features or changes.
- Support CoE or project teams with system-related tasks and initiatives.
- Experience of and willingness to be part of an out-of-hours call out rotation.
Qualifications:
- High School Diploma required.
- Associate’s degree in computer science, information systems, statistics, mathematics, economics, or related field preferred.
- Bachelor’s degree in computer science, information systems, statistics, mathematics, economics, or related field preferred.
- 3 or more years' experience with IFS 10 or IFS Cloud required.
- 3 or more years’ experience in supporting, implementing, and maintaining integrated applications required.
- 5 or more years’ experience of troubleshooting of standard applications and application architectures required.
- Ability to travel domestically 5 to 15% required.
Knowledge:
- 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
- Understanding of IFS Solutions Manager related functionality, profiles and permissions setup.
- Ability to perform workflow automations using IFS Events and Migration jobs, Custom Configurations, Lobbies and Reporting
- Familiarity with ERP implementation processes and support best practices.
- Proficient in applying ITILv3 good practice, such as Incident Management, Change Management, etc., to all essential functions and responsibilities.
Skills:
- Troubleshooting and resolving technical issues related to IFS applications.
- Strong analytical skills with the ability to assess and resolve system problems effectively.
- Good documentation skills for creating user guides, knowledge articles, and support materials.
- Ability to create and deliver training content tailored to various user levels.
- Proficient in Microsoft Office products.
Abilities:
- Ability to manage multiple support requests and prioritize tasks efficiently.
- Strong communication skills for interacting with end-users and other stakeholders.
- Capability to work independently as well as part of a team.
- Ability to adapt to changes in system requirements and support processes.
Anticipated base salary range: $80,000 - $94,000
The final agreed upon compensation is based on individual education, qualifications, experience, and work location. This position is bonus eligible.
RES offers benefits that are effective first day of employment. These benefits include the following:
- Medical, Dental and Vision
- Health Savings Account with employer contribution
- Flexible Spending Accounts
- 4x pay Basic Life and Voluntary Life
- Short and Long Term Disability
- Accident, Hospital, and Critical Illness
- 401 (k) plan with 6% company match
- 4 weeks Paid Time Off (PTO) and 10 Paid Holidays
- Tuition Reimbursement and Green Car Reimbursement
- Volunteer and Charity Matching
- Paid Parental Leave and Paid Sabbatical Leave
- Employee Referral Bonus
- Employee Discounts and Wellness programs
- Wellness Reimbursement
Physical requirements and environment:
The work environment and physical demands characteristics are representative of those the employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Rarely: Climbing, crouching, kneeling, pulling/pushing/lifting between 5-15lbs., and stooping are required.
Occasionally: Carrying 5-15lbs., gripping, handling, pinching, and walking are required.
Frequently: Standing is required.
Constantly: Reading, grasping, hearing, reaching, vision, repetitive motion, and sitting is required.
Rarely exposed to extreme cold, heat, and humidity, and wet climates, in the working environment.
Occasionally exposed to noise and hazards in the work environment.
We maintain a drug-free workplace. Candidates will be required to pass a pre-employment background investigation and drug test as a condition of employment.
RES is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.
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