The candidate for this position will be responsible to provide effective IT Software application support, troubleshooting, usage support and assistance to internal business partners across all areas related to the West Michigan ERP systems. These solutions are primarily focused on manufacturing, finance and the entire spectrum of the order to cash process. The ERP and Oracle System Administrator will be responsible for owning the application support request queues in the service management / incident management system as well as the alert queues in the batch job management systems. He/she will also need to be able to provide the required technical services to the end users and ensure smooth functioning of the business applications by applying his/her technical knowledge and expertise to resolve problems related directly to the application or its underlying platform / database and operating system.
Key Responsibilities Include:- Evaluate and resolve technical and usability problems with regards to applications within scope of role.
- Where resolution becomes difficult, escalate such work requests to specialist technology / functional teams and resolve all complex application and system issues.
- Set up new users with necessary system access and update the access of existing users when requested
- Proactively monitor system and integration statuses on a daily basis with a provided list of ad hoc reports
- Monitor, acknowledge, update and close incident requests in the Service Management tool or any other software designated to manage the work requests being assigned.
- Ensure he/she is updated with the latest tools and technology skills, knowledge and practical experience to deliver the best customer satisfaction through speedy and quality resolution of requests.
- Maintain work logs, update incidents and requests with appropriate information and own the request until closure.
- Adhere to all support system process without deviation and keep the internal teams updated about escalations, threshold breaches, SLA violations or possible breach scenarios, technical or procedural failures etc.
- For complex or unique issue resolution scenarios perform root cause analysis.
- Provide feedback to software development and other service desk / help desk teams on issues faced and what corrective action can be taken to avoid such instances in future where possible.
- Maintain good professional relationships with counterparts across the organization.
- Participate in solution roll-outs, upgrades and training sessions for end-users as well as participate in trainings to learn new tools, products and technologies.
- Attend weekly, monthly and adhoc IT and generic team meetings as necessary and complete and submit necessary documentation, activity reports and causal analysis documents.
- The candidate will be expected to work on / support many business applications and technologies.
- The candidate will be expected to learn about and understand the product offerings (furniture) of Herman Miller to be able to support the business better.
- The candidate will also be expected to provide 24/7 support in their on-call rotation culminating in the execution of the necessary Sunday Maintenance Window work.
Technical skillsMandatory:
- Good working knowledge of the Unix/Linux shell
- Experience with perl, shell and SQL scripting or an extensive background in a development language
- Experience working on any Incident management / Support ticketing systems
Desirable:
- Experience with administrating an ERP package
- Experience with administrating an Oracle database
- Experience with administrating a job scheduling package
Essential experienceTo be considered for this post, the candidate should have all of the following experience
- Experience of at least 6-8 years working in a similar application support role
- Experience in causal analysis / evaluation of underlying causes for errors / disruptions
- Knowledge of IT support system processes.
Ideal candidate- A graduate / post-graduate in engineering / technology or equivalent
- Having excellent interpersonal and communication skills both written and verbal in English
- Having anywhere between 6 - 8 years of IT experience of which at least 5 years should have been in a similar role.
- Ability to work individually or within a team environment
- Ability to participate in multiple projects / tasks and priorities in a healthy work environment
- Has attention to detail and a penchant for quality
- Has a constructive approach to giving and receiving feedback.
- Has testimonials to prove high levels of customer satisfaction in previous engagements
- Ability to take direction, constructive criticism and work within specified deadlines (SLAs & OLAs)
- Adhere to process and procedures defined for the role, the team and the organization
- Certified on one or more of the core process areas of work / technologies
