Key Accountabilities

1.Track, troubleshooting and resolving ERP support issues. Analyze and investigate issues, recreate problems in test systems, communicate the fix back to the user.

2.Keep track of multiple issues, prioritizing appropriately, and recording these issues in the issue tracking system. Update the online knowledge base.

3.Work with the software development team to help with gathering user requirements, documentation, and testing.

4.Investigate and document new AX functionality and help with training and roll out.

Key Performance Indicators

1.Fast effective resolutions to issues and provide detailed feedback to all parties

2.Come up to speed quickly, work closely with the senior Analyst and gain an in-depth knowledge to our system to assume more responsibility for support.

3.Provide monthly reports on issues. Document recurring issues. Suggest and document where and how improvements are needed and give training.

Required Qualifications, Experience & Key Skills Knowledge & Experience

1.A strong primary degree in Computer Science or related IT discipline and experienced in providing support or testing in a fast moving pressured environment.

2.A solid understanding of IT Business systems with the ability to dig beneath the user screens to find the source of the issue. An understanding of relational databases with the ability to interrogate data. Experience in data analysis tools is a plus.

3.Customer service focused with excellent communication skills in both English and Mandarin and a positive 'can do' attitude. Excellent troubleshooting skills. Ability to priorities tasks and work on own initiative as well as part of a team. Strong documentation skills.

4.Strong knowledge of ERP systems and Microsoft products would be desirable such as Dynamics AX ERP, SQL Server.