The Enterprise Application Support Specialist plays a critical role in ensuring the stability, functionality, and reliability of enterprise applications, primarily business-critical ERP and CRM systems. This position is responsible for troubleshooting, resolving, and escalating application issues, as well as supporting enhancements and maintenance efforts. Working closely with end-users, technical teams, and vendors, the Enterprise Application Support Specialist ensures that applications meet business requirements while adhering to best practices in performance and security.
ESSENTIAL EDUCATION AND EXPERIENCE:
Bachelor’s degree in Computer Science, Information Systems, or a related field preferred, or equivalent experience and at least three (3) years of experience in application support.
SKILLS/COMPETENCIES REQUIREMENTS:
- At least 3-5 years of experience in application support, preferably with ERP or CRM systems.
- Hands-on experience troubleshooting application issues and working with technical teams to resolve them.
- Strong understanding of ERP and CRM platforms, with SugarCRM experience preferred.
- Knowledge of incident management, system monitoring tools, and issue resolution workflows.
- Excellent communication and problem-solving abilities.
- Strong interpersonal skills with the ability to collaborate effectively across teams.
ESSENTIAL DUTIES AND REPONSIBILITIES:
- Provide day-to-day support for business-critical ERP and CRM applications, including resolving incidents and addressing user inquiries.
- Monitor application performance, identify potential issues, and implement solutions to prevent disruptions.
- Assist with regular system updates, patches, and releases to ensure application reliability and security.
- Serve as the primary contact for end-user support, troubleshooting issues and providing timely resolutions.
- Conduct training sessions and create documentation to enhance user proficiency and self-service capabilities.
- Gather feedback from end-users to identify areas for improvement in application functionality.
- Work closely with the Enterprise Applications Manager, internal teams, and external vendors to address complex technical challenges and implement solutions.
- Assist in testing, validating, and deploying new application features and enhancements.
- Support cross-functional teams in aligning application functionality with business needs.
- Ensure adherence to service level agreements (SLAs) for application uptime and issue resolution.
- Document and maintain application workflows, configurations, and support procedures.
- Contribute to improving application reliability by identifying and addressing recurring issues.
