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About this position

The Lead IT Application Support role involves overseeing the support and maintenance of in-house developed applications while preparing for an ERP implementation project. This includes developing and troubleshooting application issues, ensuring system performance, and collaborating with stakeholders to align technology solutions with business needs.

Responsibilities

• Integral part of IT Factory Solutions team
• Review and prioritize incoming support tickets for both ERP and in-house applications, categorizing them by urgency and business impact.
• Focus on resolving high-priority support tickets related to the ERP system, such as troubleshooting errors, guiding users through processes, and ensuring data integrity.
• Schedule short meetings or drop-ins with key business stakeholders to discuss any immediate concerns or feedback about the applications. This helps you stay aligned with their needs.
• Assist users with issues related to in-house applications, which may include configuration problems, feature usage questions, or performance concerns.
• Update internal documentation and user manuals based on common support issues encountered, ensuring they reflect best practices and solutions.
• Work with business analysts, developers, and product owners on projects involving enhancements or integrations for ERP and in-house applications. Discuss requirements and timelines.
• Based on Business requirement, plan and execute Application development.
• Conduct training sessions for users on specific features of the ERP system and in-house applications, focusing on how to optimize their workflows and increase efficiency.
• Dedicate time to ongoing projects such as system upgrades, implementing user-requested features, or preparing for upcoming rollouts of new applications.
• Summarize the support activities, key issues resolved, and user feedback. Prepare a brief report to share & highlighting priorities for the next day.
• Connect with other IT teams and departments to stay informed about upcoming projects and strategic initiatives that may affect application support.
• Allocate time for professional development, focusing on staying updated on ERP trends and technologies.

Requirements

• Strong technical expertise in application support and ERP systems.
• Ability to work both independently and collaboratively in a fast-paced environment.
• Strong communication and project management skills.
• Experience in troubleshooting application issues and ensuring system performance.
• Ability to develop and maintain internal documentation and user manuals.

Benefits