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Overview
Serves as single point-of-contact for end-users after Power Users have assisted end-users. Performs problem identification and on-the-spot training to prevent problem reoccurrence and knowledge transfer. Escalates Tier 2 problems to appropriate support (e.g., technical experts or process experts). Maintains history reports, identifies and addresses re-occurring problems, and assists in the development and execution of ERP and business process best practices across the organization. Performs basic fixes and data maintenance. May develop on-line help and update systems support help scripts. This position is very similar in responsibilities and tasks to a help desk position, but the impact to the organization due to errors is more significant. This position requires more advanced training than a similar help desk position. Responsibilities
Serve as the single point-of-contact for end-users after initial assistance by Power Users. Identify problems and provide on-the-spot training to prevent reoccurrence and support knowledge transfer. Escalate Tier 2 problems to appropriate technical or process experts. Maintain history reports and analyze recurring issues; contribute to ERP and business process best practices across the organization. Perform basic fixes and data maintenance. Develop online help and update system support scripts as needed. Support has a higher impact on the organization compared to a typical help desk position and requires more advanced training. Qualifications
Education : Bachelors Degree in Computer Science, Information Systems, Business Administration, or related field, or equivalent work experience. Experience : A minimum of 3 years of business and/or ERP experience. Complexity : Intermediate professional level role. Works on multiple projects as a project team member, occasionally as a technical leader, and may coach junior staff. Works on projects of varying size and complexity across multiple technical environments and business areas.
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Serves as single point-of-contact for end-users after Power Users have assisted end-users. Performs problem identification and on-the-spot training to prevent problem reoccurrence and knowledge transfer. Escalates Tier 2 problems to appropriate support (e.g., technical experts or process experts). Maintains history reports, identifies and addresses re-occurring problems, and assists in the development and execution of ERP and business process best practices across the organization. Performs basic fixes and data maintenance. May develop on-line help and update systems support help scripts. This position is very similar in responsibilities and tasks to a help desk position, but the impact to the organization due to errors is more significant. This position requires more advanced training than a similar help desk position. Responsibilities
Serve as the single point-of-contact for end-users after initial assistance by Power Users. Identify problems and provide on-the-spot training to prevent reoccurrence and support knowledge transfer. Escalate Tier 2 problems to appropriate technical or process experts. Maintain history reports and analyze recurring issues; contribute to ERP and business process best practices across the organization. Perform basic fixes and data maintenance. Develop online help and update system support scripts as needed. Support has a higher impact on the organization compared to a typical help desk position and requires more advanced training. Qualifications
Education : Bachelors Degree in Computer Science, Information Systems, Business Administration, or related field, or equivalent work experience. Experience : A minimum of 3 years of business and/or ERP experience. Complexity : Intermediate professional level role. Works on multiple projects as a project team member, occasionally as a technical leader, and may coach junior staff. Works on projects of varying size and complexity across multiple technical environments and business areas.
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