IFS Application Support Analyst

1 month ago

City of Langley, Canada Renewable Energy Systems Full time

Do you want to work to make Power for Good?

We're the world's largest independent renewable energy company. We're guided by a simple yet powerful vision: to create a future where everyone has access to affordable, zero carbon energy.

We know that achieving our ambitions would be impossible without our people. Because we're tackling some of the world's toughest problems, we need the very best people to help us. They're our most important asset so that's why we continually invest in them.

RES is a family with a diverse workforce, and we are dedicated to the personal professional growth of our people, no matter what stage of their career they're at. We can promise you rewarding work which makes a real impact, the chance to learn from inspiring colleagues from across a growing, global network and opportunities to grow personally and professionally.

Our competitive package offers rewards and benefits including pension schemes, flexible working, and top-down emphasis on better work-life balance. We also offer private healthcare, discounted green travel, 24 days holiday (with an additional discretionary day given by the company) with options to buy/sell days, enhanced family leave and four volunteering days per year so you can make an impact somewhere else.

The Position

The newly established Centre of Excellence (CoE) will operate the IFS Cloud ERP platform and an integrated landscape of complementary technologies, supporting the business in achievement of their strategies and enabling business change and transformation efforts.

The IFS Application Support Analyst will play a critical role in supporting the implementation and ongoing maintenance of the IFS ERP system. This role involves providing technical support, troubleshooting issues, and ensuring the smooth operation of the system. As a subject matter expert within the CoE, the support analyst will operate and refine support processes, build the confidence and capability of end users, work with data, and drive the effective adoption and use of IFS.

Key Accountabilities

Application Support:

  1. Provide first and second-line support for the IFS ERP system, addressing user issues and system errors.
  2. Troubleshoot and resolve application-related problems, including analyzing system logs and error messages.
  3. Configure, sustain and support function specific technology platforms.
  4. Assist with system configuration and customizations as required.
  5. Maintenance and execution of user roles and permissions for IFS and connected systems in line with agreed structures and processes.

System Monitoring & Maintenance:

  1. Manage the system technical environments and platforms to ensure reliability, performance and security with best practice.
  2. Monitor system performance and health, identifying and addressing potential issues before they impact operations.
  3. Ensure the successful completion of maintenance tasks, including system updates, backups, and patch management.
  4. Support the implementation of product updates and enhancements.

User Support & Training:

  1. Act as a point of contact for end-user support, providing guidance and resolving inquiries related to IFS applications.
  2. 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.
  3. Create and maintain user guides, knowledge articles, and other support documentation.

Incident, Problem and Request Management:

  1. Log and track tickets in the Service Management solution, ensuring timely resolution of incidents and requests.
  2. Undertake proactive Problem Management, identifying and addressing recurring issues to prevent future occurrences.

Data Management & Reporting:

  1. Assist in managing data integrity and quality within the IFS system and related platforms.
  2. Identify trends and patterns to optimise performance of process, workflows and the user experience.
  3. Generate and analyze reports to support business operations and decision-making.

Evolution of the Centre of Excellence:

  1. Contribute to the development of CoE best practices, standards, and documentation.
  2. Participate in knowledge transfer activities and support the development of the CoE.
  3. Identify opportunities to introduce automation and proactive support initiatives.
  4. Identify opportunities to shift first line support activities to the IT Service Desk.

Collaboration & Communication:

  1. Maintain robust working practices and relationships across the Centre of Excellence.
  2. Work closely with other IT teams, business units, and external vendors to resolve issues and implement changes.
  3. Communicate effectively with users and stakeholders to ensure clear understanding of system status and support activities.
Knowledge
  1. 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.
  2. Understanding of IFS Solutions Manager related functionality, profiles and permissions setup.
  3. Ability to perform workflow automations using IFS Events and Migration jobs, Custom Configurations, Lobbies and Reporting.
  4. Familiarity with ERP implementation processes and support best practices.
  5. Proficient in applying ITILv3 good practice, such as Incident Management, Change Management, etc., to all essential functions and responsibilities.
Skills
  1. Troubleshooting and resolving technical issues related to IFS applications.
  2. Strong analytical skills with the ability to assess and resolve system problems effectively.
  3. Good documentation skills for creating user guides, knowledge articles, and support materials.
  4. Ability to create and deliver training content tailored to various user levels.
  5. Proficient in Microsoft Office products.
  6. Ability to manage multiple support requests and prioritize tasks efficiently.
  7. Strong communication skills for interacting with end-users and other stakeholders.
  8. Capability to work independently as well as part of a team.
  9. Ability to adapt to changes in system requirements and support processes.
Experience
  1. 3 years experience with IFS 10 or IFS Cloud, 5 years+ total experience with enterprise-grade ERP (e.g. SAP, Oracle EBS).
  2. Substantial experience in supporting, implementing and maintaining integrated applications.
Qualifications
  1. Undergraduate degree in Computer Science, Information Systems, Statistics, Mathematics, Economics, or related field preferred but not essential.

At RES we celebrate difference as we know it makes our company a great place to work. Encouraging applicants with different backgrounds, ideas and points of view, we create teams who work together to solve complex problems and design practical solutions for our clients. Our multiple perspectives come from many sources including the diverse ethnicity, culture, gender, nationality, age, sex, sexual orientation, gender identity and expression, disability, marital status, parental status, education, social background and life experience of our people.

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