IFS Business Support Specialist

3 weeks ago

North Sydney Council, Australia RES Full time

We are seeking a highly skilled IFS Business Support Specialist to join our team in Sydney.

About the Role

This is an exciting opportunity for a talented individual to support the implementation and maintenance of our IFS ERP system. As an IFS Business Support Specialist, you will provide technical support, troubleshoot issues, and ensure the smooth operation of the system.

As a subject matter expert within the Centre of Excellence, you will contribute to refining support processes, building confidence and capability of end-users, and driving adoption. You will also serve as a bridge between the Australian user base and global support and development teams to ensure that the needs and requirements of the Australian businesses are met.

The successful candidate will have a strong understanding of IFS Solutions Manager-related functionality, profiles, and permissions setup, as well as experience with workflow automations using IFS Events and Migration jobs, Custom Configurations, Lobbies, and Reporting. Additionally, they will possess excellent analytical skills, the ability to assess and resolve system problems effectively, and strong communication skills for interacting with end-users and other stakeholders.

Key Responsibilities
  • Provide first and second-line support for the IFS ERP system, addressing user issues and system errors.
  • Troubleshoot and resolve application-related problems, including analyzing system logs and error messages.
  • Assist with system configuration and personalization.
  • Maintenance and execution of user roles and permissions for IFS and connected systems in line with agreed structures and processes.
  • Participate in system testing and validation for new features or changes.
  • Monitor system performance and health, identifying and addressing potential issues before they impact operations.
  • Ensure the successful completion of maintenance tasks, including system updates, backups, and patch management.
  • Support the implementation of product updates and enhancements.
  • Act as a point of contact for end-user support, providing guidance and resolving inquiries related to IFS applications.
  • Responsible for the ongoing effectiveness of user training, including ownership and maintaining training materials, and where necessary, running training sessions to ensure effective use of the system.
  • Create and maintain user guides, knowledge articles, and other support documentation.
  • Support local users with requirements capture, refinement, and communication to global teams.
  • Log and track tickets in the Service Management solution, ensuring timely resolution of incidents and requests.
  • Undertake proactive Problem Management, identifying and addressing recurring issues to prevent future occurrences.
  • Assist in managing data integrity and quality within the IFS system.
  • Identify trends and patterns to optimize performance of process, workflows, and the user experience.
  • Generate and analyze reports to support business operations and decision-making.
Requirements
  • Experience with IFS 10 or IFS Cloud.
  • Experience in supporting, implementing, and maintaining enterprise and integrated applications.
  • Undergraduate degree in Computer Science, Information Systems, Statistics, Mathematics, Economics, or a related field.
  • Expertise in at least one of the following IFS areas: Finance, Supply Chain, Procurement, Projects, Human Capital Management, Asset and Service Management.
  • Familiarity with ERP implementation processes and support best practices.
  • Proficient in applying ITILv3 good practice, such as Incident Management, Change Management, etc., to all essential functions and responsibilities.
What We Offer

We offer a competitive salary range of $90,000 - $110,000 per annum, plus generous benefits, including a bonus scheme, flexible working hours, gender-neutral parental leave, 25 days' annual leave, and more.

We are committed to supporting your professional development and offer opportunities for training and education. Our team is dedicated to creating a culture of care and inclusivity, and we strive to attract and retain top talent who share our values.

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