IFS Cloud ERP Support Specialist

4 weeks ago

Kings Langley, Hertfordshire, United Kingdom RES Full time

Job Summary

The IFS Cloud ERP Support Specialist will play a critical role in supporting the implementation and ongoing maintenance of the IFS ERP system at RES. This role involves providing technical support, troubleshooting issues, and ensuring the smooth operation of the system.

Key Responsibilities

  • 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 function-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 and related platforms
  • Identify trends and patterns to optimise 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

Requirements

  • 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
  • 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

Experience

  • 3 years experience with IFS 10 or IFS Cloud, 5 years+ total experience with enterprise-grade ERP (SAP, Oracle EBS)
  • Substantial experience in supporting, implementing and maintaining integrated applications

Qualifications

  • Undergraduate degree in Computer Science, Information Systems, Statistics, Mathematics, Economics, or related field preferred but not essential

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