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ERP Support Analyst
3 months ago
ERP Support Analyst - SAP
Competition Number
Job Code
1488
Posting Date
June 17, 2024
Closing Date
July 1, 2024 (at 6:00pm)
Job Status
Permanent Full-Time
The
City of Kitchener is a vibrant and dynamic city of approximately 270,000, in the heart of southwestern Ontario.
As the largest municipality in Waterloo Region, Kitchener continues to be poised for development and growth, enhancing its reputation as a leader in city-building and innovation, with nationally recognized strategies to build its neighbourhoods, its digital infrastructure and its diverse economy.
TheCity of Kitchener is WHERE you want to work Learn more about the top reasons to join us:
Why work at the City of Kitchener
Position Overview:
We are looking for someone who is:
- **Service Oriented**: Listens, engages and acts to provide timely and quality service for the benefit of our diverse user community.
-
A Team Player: Thrives in a collaborative environment while keenly focused on getting things done.
Responsibilities:
ERP Support
- Acts as the primary point of contact for SAP related system issues and requests.
- Triages incoming business issues and requests, providing first tier support directly to end users and escalating higher level issues to appropriate teams
- Delivers responsive, daytoday customer operational support for SAP related systems, including break/fix, howto expertise, minor enhancements, monitoring, and verification.
- Troubleshoots, diagnoses, and resolves software, system and integration errors and malfunctions, by reviewing errors, transactions and data, and coordinating with endusers and/or Technology Innovation & Services as appropriate to resolve errors and issues.
- Provides clear and proactive communication and guidance to internal customers, ensuring their expectations are exceeded.
- Supports routine system administration tasks in accordance with documented processes.
Training and Documentation
- Creates and maintains business process and system documentation.
- Able to learn from existing configuration and processes and update documents related to ERP systems to reflect the current state.
- Develops and provides training for new and existing employees on process and system functions and procedures.
- Develops and/or updates training materials.
- Provides training and knowledge transfer for new and existing employees on process and system functions and procedures.
- Tracks support issues and maintains troubleshooting documentation.
Continuous improvement
- Offers creative insights, identifies opportunities for improvement, and collaborates on delivering the best solutions for internal customers.
- Guides internal customers and provides process improvement suggestions and best practices to ensure effective and efficient business operations.
- Identifies patterns and trends in user issues and support requests for deeper analysis or improved training and documentation.
Other
- Collaborates daily with key departments including Technology Innovation & Services, Financial Services, and Infrastructure Services.
- May perform defined system superuser tasks.
- Assists with verification for system upgrades, patching, and projects as needed.
- Provides backup assistance to the ERP Support Analyst
- Work Management.
- Performs other related duties as assigned.
Requirements:
- 3year degree/diploma in a related field (e.g. Business, Computer Science or related field).
- Experience working with SAP and other integrated ERP solutions.
- Knowledge of financial, work management, human resources/payroll, property tax or utility billing processes.
- Demonstrated troubleshooting expertise in complex and highly integrated systems.
- Experience with technical writing and creating/maintaining technical and user documentation.
- Proven ability to participate as an effective and collaborative team member with strong customer relations skills.
- Aptitude and enthusiasm for learning new technologies and business processes.
- Strong time management, organizational skills and ability to prioritize and respond to multiple concurrent requests in a timely manner and meeting service levels.
- Ability to work independently with limited supervision, as well as ability to participate with a high degree of professionalism as an effective team member with internal and external stakeholders.
- Excellent verbal and written communication skills and a proven ability to communicate effectively with different user and technical teams.
- Demonstrated experience leveraging troubleshooting, query, data analysis and system administration tools to support issue analysis and resolution.
- Demonstrated experience using Microsoft office as well as corporate technology systems (e.g. ticketing systems, work
