ERP Application Support Consultant

1 month ago

Reading, Reading, United Kingdom Cloud2 Consult Full time
Job Description

As an Application Support Consultant, you will be part of a rotating team that delivers comprehensive support to UK clients. The position is UK-based, with a mix of on-site and remote work.

You will join the Service Delivery Team, which provides 2nd and 3rd line functional and technical support after customers go live. The team is responsible for managing, supporting, and maintaining the application, ensuring high customer satisfaction.

Responsibilities:

  • Diagnose and resolve incidents or bugs, and when adjustments are required, provide status updates to the customer, track progress, and ensure timely closure of the incident.
  • Conduct impact analyses for functional changes prioritised by the customer, evaluating factors like time and cost. Align functional changes to the appropriate sprint backlog and implement them following customer approval.
  • Maintain a high standard of professional service delivery, ensuring customer satisfaction at every stage.
  • Collaborate in project and implementation activities to ensure the service is fully prepared ahead of go-live.
  • Comply with all Service Level Agreements (SLAs) established between the company and the customer.
  • Provide training, advice, and expert input to key users and colleagues as needed.
  • Participate in standby schedules outside of business hours to handle urgent incidents and ensure swift resolution.
  • Act as the communication bridge between the customer and the Operations team when addressing functional queries.

Qualifications:

  • Deep interest in understanding and optimising functional business processes.
  • Minimum 2-3 years of experience in an Application Support role.
  • Essential: Strong knowledge of a business application (ERP); experience with MS Dynamics AX or D365 is a plus.
  • Strong customer focus, proactive, and committed to delivering quality service.
  • Experience working directly with clients, with excellent communication and relationship-building skills.
  • Advanced analytical and problem-solving abilities.
  • Fast learner with a keen desire to continuously grow and improve.
  • Results-driven and takes full ownership of responsibilities.
  • Collaborative team player with a flexible and adaptable mindset.
  • Fluent in English, with exceptional oral and written communication skills.
  • Must be willing to travel regularly to client sites.
  • UK residents only, with full right to work.

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