Itapplications Support Analyst

3 weeks ago

Cape Town, South Africa findojobs-za Full time

Application Support Analyst – ERP – BPO – Perm – Cape Town The Client has replaced their core ERP solution and is now developing Microsoft Dynamics Business Central, integrating fit‑for‑purpose technology to improve processes, drive value and enhance customers’ retail experience. This role is the gateway between first‑line support and development teams, analysing complex incidents and liaising with technical teams for resolution. Responsibilities: Incident Management: Apply best practice to tickets, ensuring proper troubleshooting and diagnostics through to resolution in line with the ITIL framework. Escalation: Act as escalation point for Support Analysts, providing root‑cause and incident resolution. Knowledge Management: Create and maintain knowledge base articles, process documentation, known issues and workarounds. Communication: Update customers succinctly on status, progress and resolution; identify patterns or trends and record them. Prioritisation: Effectively prioritise work to maintain a high‑level customer experience. Data Management: Support data quality improvements, highlight data issues, analyse data for import and fix activity, and support process improvements. Business Central Support: Manage user permissions, configure dashboards and data tiles, monitor automated and overnight scheduled activity, and resolve errors. Training: Provide internal training sessions to further support team development. Continuous Improvement: Identify service improvement opportunities, liaise with the Product Owner to add to the backlog, and collaborate with departments across the business. Coverage: Provide cover for first‑line support analysts and act as a first point of contact when required. Out‑of‑Hours: Work as and when required in line with project requirements, including late nights and weekends. Qualifications and Experience: Strong finance process knowledge and experience in a retail/supply‑chain industry. Experience with JET report, document capture and proven Dynamics NAV / Business Central support or key‑user role. Knowledge of business applications such as Dynamics NAV / BC and significant support environment experience. Excellent communication skills, customer‑centric focus and ability to manage stressful situations calmly. Self‑motivation, strong organisation, attention to detail and a collaborative team spirit. Independent, resourceful and capable of escalating issues where necessary. Strong time‑management skills and ability to work to strict deadlines. Relationship building within IT and across the wider business. Willingness to stay abreast of the latest technology developments. Experience in writing support documentation and strong Excel skills using pivot tables. Advantageous Qualifications: Experience working within an ITIL environment. #J-18808-Ljbffr

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