Sims Metal
Sims Limited (Sims) is a global leader in metal and electronics recycling and an emerging leader in the renewable energy industry. With facilities worldwide, Sims plays an intrinsic role in the circular economy by making resources available for future use. As a responsible corporate citizen, Sims continuously seeks new ways to broaden its participation in the environmental sector, ensuring a future that is bright, safe, and secure.
Purpose of Role The IT Application Support Specialist is responsible for providing expert support and administration for the organization’s in-house ERP systems. This role ensures system reliability, resolves user issues, manages service requests, and collaborates with cross-functional teams to optimize ERP performance and user satisfaction.
Principal Accountabilities
Provide first and second-line support for ERP system users, including troubleshooting, resolving incidents, and answering functional queries.
Monitor and manage the ERP support ticket queue, ensuring timely response and resolution in line with Service Level Agreements (SLAs).
Escalate complex or high‑priority issues to senior IT staff or vendors as needed.
Assist with the configuration, setup, and maintenance of ERP servers and related infrastructure.
Manage user account activations, terminations, and permissions within the ERP system.
Coordinate updates, patches, and system enhancements with vendors and stakeholders.
Identify recurring issues and inefficiencies in ERP support processes; recommend and implement workflow enhancements to improve service delivery and operational effectiveness.
Maintain accurate documentation and a robust knowledge base for ERP systems and support procedures; promote consistent documentation practices across the team.
Ensure all ERP support activities adhere to company policies, security standards, and audit requirements; support audit readiness and risk management efforts.
Communicate clearly with internal stakeholders regarding ticket status, critical incidents, and application updates; collaborate with other IT teams to ensure seamless issue resolution and service continuity.
Provide training and mentorship to team members and end‑users on ERP system usage and support best practices.
Support EH&S compliance, diversity and inclusion, cost management, and continuous improvement initiatives as required.
Demonstrate personal responsibility for, and ensure compliance with, all Environmental Health & Safety (EH&S) policies, procedures, and initiatives within the team.
Promote diversity and inclusion, positive employee relations, and teamwork, ensuring all team members are treated fairly and equitably.
Manage costs in line with budgetary requirements and financial policies and procedures.
Support and recommend continuous improvement initiatives and foster compliance with quality requirements.
Ensure team compliance with all company policies, procedures, and initiatives.
Cultivate a well‑trained workforce, including support of performance‑management and career‑development initiatives.
Key Performance Indicators (KPIs)
SLA Compliance Rate
Percentage of tickets resolved within SLA.
Percentage of tickets’ response time within SLA.
Percentage of tickets resolved within SLA.
Backlog Aging – Percentage of open tickets older than SLA or aging beyond thresholds.
Continuous Improvement – Reduction in Repeat Incidents.
Key Relationships
Internal – All employees in Sims IT org.
External – Vendors and Contractors
Education
Bachelor's degree in information technology or related field
Experience & Qualifications
3–5 years of professional experience in IT application support, help desk operations, or systems administration, with a focus on ERP systems.
Hands‑on experience with ITSM platforms such as ServiceNow, Ivanti, Jira, or similar ticketing systems.
Familiarity with ITIL practices and service delivery frameworks.
Strong analytical, communication, and problem‑solving skills.
Ability to work independently and as part of a team in a fast‑paced environment.
Skills And Competencies
Deep understanding of ERP system functionality, configuration, and troubleshooting.
Proficient in ITSM tools (e.g., ServiceNow, Jira, Ivanti), server and network administration, and user account management.
Ability to identify trends, root causes, and opportunities for process improvement.
Skilled at diagnosing and resolving complex technical issues efficiently.
Ensures accurate ticket categorization, documentation, and compliance with SLAs and audit requirements.
Clear and professional communication with stakeholders, team members, and end‑users; able to explain technical concepts to non‑technical audiences.
Maintains a positive user experience and strives to resolve issues promptly and effectively.
Works closely with support teams and cross‑functional groups; fosters a respectful and inclusive environment.
Responds effectively to changing priorities, high‑volume situations, and new technologies.
Ability to coordinate compliance initiatives, audits, and cross‑functional projects.
Proactively identifies inefficiencies, implements process enhancements, and drives service quality improvements.
Understands and applies IT security best practices, including data protection and access controls.
Provides guidance and training to team members and end‑users on ERP system usage and support procedures.
Sims is proud to be an equal opportunity employer. We value the diversity of all of our employees and are committed to creating an inclusive working environment where everyone can contribute, advance on merit, and realize their full potential. Sims does not discriminate with regard to race, sex, religion, color, national origin, citizenship status, disability, age, marital or familial status, sexual orientation, gender identity, gender expression, veteran status, housing status, source of income, or any other status protected by federal, state, or local laws. This applies to any employment decision, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Qualified applicants with a disability in need of a reasonable accommodation may request such without fear of reprisal or discrimination.
Job Details
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Engineering and Information Technology
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Purpose of Role The IT Application Support Specialist is responsible for providing expert support and administration for the organization’s in-house ERP systems. This role ensures system reliability, resolves user issues, manages service requests, and collaborates with cross-functional teams to optimize ERP performance and user satisfaction.
Principal Accountabilities
Provide first and second-line support for ERP system users, including troubleshooting, resolving incidents, and answering functional queries.
Monitor and manage the ERP support ticket queue, ensuring timely response and resolution in line with Service Level Agreements (SLAs).
Escalate complex or high‑priority issues to senior IT staff or vendors as needed.
Assist with the configuration, setup, and maintenance of ERP servers and related infrastructure.
Manage user account activations, terminations, and permissions within the ERP system.
Coordinate updates, patches, and system enhancements with vendors and stakeholders.
Identify recurring issues and inefficiencies in ERP support processes; recommend and implement workflow enhancements to improve service delivery and operational effectiveness.
Maintain accurate documentation and a robust knowledge base for ERP systems and support procedures; promote consistent documentation practices across the team.
Ensure all ERP support activities adhere to company policies, security standards, and audit requirements; support audit readiness and risk management efforts.
Communicate clearly with internal stakeholders regarding ticket status, critical incidents, and application updates; collaborate with other IT teams to ensure seamless issue resolution and service continuity.
Provide training and mentorship to team members and end‑users on ERP system usage and support best practices.
Support EH&S compliance, diversity and inclusion, cost management, and continuous improvement initiatives as required.
Demonstrate personal responsibility for, and ensure compliance with, all Environmental Health & Safety (EH&S) policies, procedures, and initiatives within the team.
Promote diversity and inclusion, positive employee relations, and teamwork, ensuring all team members are treated fairly and equitably.
Manage costs in line with budgetary requirements and financial policies and procedures.
Support and recommend continuous improvement initiatives and foster compliance with quality requirements.
Ensure team compliance with all company policies, procedures, and initiatives.
Cultivate a well‑trained workforce, including support of performance‑management and career‑development initiatives.
Key Performance Indicators (KPIs)
SLA Compliance Rate
Percentage of tickets resolved within SLA.
Percentage of tickets’ response time within SLA.
Percentage of tickets resolved within SLA.
Backlog Aging – Percentage of open tickets older than SLA or aging beyond thresholds.
Continuous Improvement – Reduction in Repeat Incidents.
Key Relationships
Internal – All employees in Sims IT org.
External – Vendors and Contractors
Education
Bachelor's degree in information technology or related field
Experience & Qualifications
3–5 years of professional experience in IT application support, help desk operations, or systems administration, with a focus on ERP systems.
Hands‑on experience with ITSM platforms such as ServiceNow, Ivanti, Jira, or similar ticketing systems.
Familiarity with ITIL practices and service delivery frameworks.
Strong analytical, communication, and problem‑solving skills.
Ability to work independently and as part of a team in a fast‑paced environment.
Skills And Competencies
Deep understanding of ERP system functionality, configuration, and troubleshooting.
Proficient in ITSM tools (e.g., ServiceNow, Jira, Ivanti), server and network administration, and user account management.
Ability to identify trends, root causes, and opportunities for process improvement.
Skilled at diagnosing and resolving complex technical issues efficiently.
Ensures accurate ticket categorization, documentation, and compliance with SLAs and audit requirements.
Clear and professional communication with stakeholders, team members, and end‑users; able to explain technical concepts to non‑technical audiences.
Maintains a positive user experience and strives to resolve issues promptly and effectively.
Works closely with support teams and cross‑functional groups; fosters a respectful and inclusive environment.
Responds effectively to changing priorities, high‑volume situations, and new technologies.
Ability to coordinate compliance initiatives, audits, and cross‑functional projects.
Proactively identifies inefficiencies, implements process enhancements, and drives service quality improvements.
Understands and applies IT security best practices, including data protection and access controls.
Provides guidance and training to team members and end‑users on ERP system usage and support procedures.
Sims is proud to be an equal opportunity employer. We value the diversity of all of our employees and are committed to creating an inclusive working environment where everyone can contribute, advance on merit, and realize their full potential. Sims does not discriminate with regard to race, sex, religion, color, national origin, citizenship status, disability, age, marital or familial status, sexual orientation, gender identity, gender expression, veteran status, housing status, source of income, or any other status protected by federal, state, or local laws. This applies to any employment decision, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Qualified applicants with a disability in need of a reasonable accommodation may request such without fear of reprisal or discrimination.
Job Details
Seniority level: Mid‑Senior level
Employment type: Full‑time
Job function: Engineering and Information Technology
#J-18808-Ljbffr