Fidelity Building Services Group
Application Support Coordinator
Fidelity Building Services Group, Cockeysville, Maryland, United States, 21030
Position Summary
The ERP & Application Support Coordinator provides day-to-day assistance tointernal business units in using Fidelity Building Services Group's ERP andmobile applications (Wennsoft/GP and MobileTech). This role focuses on handlingsupport tickets, assisting with onboarding and training, maintaining useraccess, and ensuring smooth operation of core systems. The Coordinator willcollaborate closely with the ERP & Application Support Lead, IT, andbusiness units to deliver reliable, timely, and professional support toemployees across the organization.
KeyResponsibilities • - Act as the firstpoint of contact for ERP and MobileTech user support questions, troubleshootingissues, and escalating complex cases as needed. • - Monitor, track,and respond to support tickets submitted through Jira to ensure timelyresolution. • - Assist withonboarding and offboarding users, coordinating with Payroll, IT, and businessunit managers. • - Create and manageMobileTech user accounts, permissions, and system access requests. • - Support themaintenance of SRS report subscriptions and assist users with report access. • - Help develop andupdate training materials, user guides, and system FAQs. • - Assist intracking and reporting key support metrics (ticket response times, onboardingcompletion, etc.). • - Participate inERP and MobileTech system testing during updates or process changes. • - Provideadministrative support for new company integrations during mergers andacquisitions. • - Partner withinternal teams to identify opportunities for improving workflows,documentation, and user support.
PreferredExperience & Qualifications • - 1-3 years ofexperience in application support, ERP systems, IT helpdesk, or related role. • - Familiarity withERP workflows or mobile workforce applications (experience with Wennsoft/GP andMobileTech a plus). • - Strongproblem-solving and troubleshooting skills with attention to detail. • - Excellentcommunication skills to support end-users with varying technical knowledge. • - Ability to managemultiple priorities and respond quickly in a fast-paced environment. • - Proficiency withticketing systems (e.g., Jira, ServiceNow, Zendesk) preferred. • - Experience withsystem onboarding/offboarding processes and access management a plus. • - Strong teamplayer with a customer service mindset.
PreferredQualifications • - Experience withMicrosoft SQL Server Reporting Services (SSRS) or equivalent reporting tools. • - Familiarity withpayroll or HRIS systems related to new hire provisioning. • - Prior experiencesupporting field service technicians in a technology-enabled environment. • - Exposure toM&A onboarding or technology integration projects.
The ERP & Application Support Coordinator provides day-to-day assistance tointernal business units in using Fidelity Building Services Group's ERP andmobile applications (Wennsoft/GP and MobileTech). This role focuses on handlingsupport tickets, assisting with onboarding and training, maintaining useraccess, and ensuring smooth operation of core systems. The Coordinator willcollaborate closely with the ERP & Application Support Lead, IT, andbusiness units to deliver reliable, timely, and professional support toemployees across the organization.
KeyResponsibilities • - Act as the firstpoint of contact for ERP and MobileTech user support questions, troubleshootingissues, and escalating complex cases as needed. • - Monitor, track,and respond to support tickets submitted through Jira to ensure timelyresolution. • - Assist withonboarding and offboarding users, coordinating with Payroll, IT, and businessunit managers. • - Create and manageMobileTech user accounts, permissions, and system access requests. • - Support themaintenance of SRS report subscriptions and assist users with report access. • - Help develop andupdate training materials, user guides, and system FAQs. • - Assist intracking and reporting key support metrics (ticket response times, onboardingcompletion, etc.). • - Participate inERP and MobileTech system testing during updates or process changes. • - Provideadministrative support for new company integrations during mergers andacquisitions. • - Partner withinternal teams to identify opportunities for improving workflows,documentation, and user support.
PreferredExperience & Qualifications • - 1-3 years ofexperience in application support, ERP systems, IT helpdesk, or related role. • - Familiarity withERP workflows or mobile workforce applications (experience with Wennsoft/GP andMobileTech a plus). • - Strongproblem-solving and troubleshooting skills with attention to detail. • - Excellentcommunication skills to support end-users with varying technical knowledge. • - Ability to managemultiple priorities and respond quickly in a fast-paced environment. • - Proficiency withticketing systems (e.g., Jira, ServiceNow, Zendesk) preferred. • - Experience withsystem onboarding/offboarding processes and access management a plus. • - Strong teamplayer with a customer service mindset.
PreferredQualifications • - Experience withMicrosoft SQL Server Reporting Services (SSRS) or equivalent reporting tools. • - Familiarity withpayroll or HRIS systems related to new hire provisioning. • - Prior experiencesupporting field service technicians in a technology-enabled environment. • - Exposure toM&A onboarding or technology integration projects.