Position Short Description

The job function of a system application support role typically involves providing technical assistance and support related to software applications and systems used within an organization.

Duties and Responsibilities

• User Support for all business applications
  • Sales Logix
  • Sage X3
  • Integrations
  • MS Office
• Development and monitoring of integration between operational and financial systems.
• Translate business requirements into system functions and features and facilitate the creation of user requirements specifications.
• Design, develop, test, and implement new features and changes to current functionality to business applications as per user requirements.
• Design, develop, test, and implement reports.
• Develop end-user training material for business applications.
• SQL queries, stored procedures, functions, views, database design, SSRS, and working with data structures.
• Update and document technical processes/procedures.
• Data analysis.
• Troubleshooting:  Identifying and resolving technical issues with software applications, including debugging, and diagnosing problems.
• User Support:  Assisting end-users with questions, problems, or errors encountered while using applications, often through helpdesk ticketing systems or direct communication.
• Installation and Configuration:  Installing, configuring, and maintaining software applications and related components to ensure they function correctly and efficiently.
• Maintenance:  Performing routine maintenance tasks such as updates, patches, and upgrades to keep applications running smoothly and securely.
• Documentation:  Creating and maintaining documentation such as user guides, troubleshooting procedures, and system configurations to aid users and fellow support staff.
• Training:  Providing training and support to end-users and other support personnel on how to effectively use software applications and troubleshoot common issues.
• Coordination:  Collaborating with the teams to address complex issues or implement changes to systems and applications.
• Monitoring:  Monitoring system performance and usage metrics to identify potential issues or areas for improvement proactively.

Knowledge / Experience / Skills / Abilities

• Above average verbal and written communication and listening skills.
• Ability to withstand pressure and provide the organization with above average services. Communication Skills:  Effective communication skills are essential for interacting with end-users, colleagues, and other IT teams.
• Problem-Solving Abilities:  Must be adept at analyzing complex problems, identifying root causes, and devising effective solutions under pressure.
• Customer Service Orientation:  A strong customer service mindset is crucial for providing excellent support to end-users. be patient, empathetic, and responsive to user needs and concerns.

Requirements

Qualifications & Experience

• Undergraduate degree/diploma in Computer Science / software engineering / or related field Programming skills that include knowledge of:
  •  MS SQL database – Transact SQL (stored procedures / queries / views)
  •  Any programming language C#, C++, Visual Basic, Java, Python etc.
  •  Web development (HTML, CSS)
• Report writing skills – Crystal Reports, SSRS, Power BI
• Working knowledge of Microsoft Windows operating systems, Microsoft Windows server technology and security.
• Knowledge of financial accounting (double entry or debits and credits)
• Hands on experience using a computerized accounting system (e.g. Sage X3, Accpac, Pastel, MS Dynamics, SAP etc.