Officer, ERP Support

At First Quantum, we free the talent of our people by taking a very different approach which is underpinned by a very different, very definite culture – the “First Quantum Way”.

Working with us is not like working anywhere else, which is why we recruit people who will take a bolder, smarter approach to spot opportunities, solve problems and deliver results.

Our culture is all about encouraging you to think independently and to challenge convention to deliver the best result. That’s how we continue to achieve extraordinary things in extraordinary locations.

Job description:

Job Summary:
Officer, ERP Support Is seeking a strong Financial candidate and customer focus, dedicated to tier One and Two support in the applications supported by the department. Using their best communication skills and problem-solving techniques as well as financial experience to service the organisations core systems.

Key Responsibilities:

User Support & Training: 

Provide mostly second and third level support via phone, email, or in-person; train users on core and elevated functionalities; develop and upkeep on training materials knowledge base.

Provide timely responses to within SLA and ensure high service levels and strong client satisfaction.

Issue Resolution:

• Troubleshoot, reproduce, test, and resolve issues related to networks, infrastructure, database and applications layers for business and processes within the applications and peripheral systems.
• Vendor logging of issues and patch testing as required with review of impact change management to patches.

System Maintenance:

• When required, systems and server monitoring and resolving daily to ensure business and users are not affected.

Access Management: 

• Administer when required authorised user access controls and reviews as needed and required

Process Improvement: 

• Manage and support existing processes  within the applications.

Reporting & Data Integrity: 

• Manage reports, ensure data accuracy and daily checks for readiness of the business needs. Improve or add reports as needed.

Escalation Management:

• Manage escalated issues, liaising with vendors and internal teams by troubleshot reproduce and document issues with vendors and also patch management testing where required

Documentation:

• Maintain and contribute and update application support documentation and training materials Training users.

Project Involvement: 

• Assist with ERP projects in developing areas of related field enhancements, as required.
  
  Qualifications:
• A bachelor's Degree or diploma in Finance, Information Systems, Computer Science, or a related field.
• Background in finance with exposure to ERP systems (ITIL an advantage)
• ERP certification or vendor training is an advantage
• Excellent communication and stakeholder engagement abilities.
• Proficiency in Microsoft Office software.MS office Suite, Helpdesk Tool training and Reporting tools.
• Excellent communication skills.
• Proven ability to manage multiple tasks concurrently.
• Ability to analyze data and prepare concise reports.
• Strong attention to detail.
• Self-motivation and initiative.
• ZAQA Validated qualifications
• Flexibility and adaptability.

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