IT Associate – ERP Support at CFAO Mobility Kenya Limited

Job Description

Job Purpose

To ensure that the business systems are always available and online, optimally utilised, roles adequately assigned and assigned service desk tickets resolved while giving first line technical support.

Main duties and responsibilities of the Role

Enterprise Resource Planning (ERP) Support and Service Level Agreement (SLA) 

• Provide Level 1 technical support and assistance to end-users who interact with the ERP systems (SAP, Syspro, TALO, Navision,MS Dynamics 365, Synertrade, SAGE, Fleetwave, Annata and others), addressing their questions, issues, and training needs.
• Monitor and optimize the ERP system’s performance, identifying and resolving performance bottlenecks and inefficiencies.
• Coordinate the Super users of the various business systems across the CFAO Mobility Kenya group of companies to efficiently offer first level support to the user base. Act as the link between the super users and the consulting firms that support the business systems.
• Maintaining SLA requirements as set by the Business
• Carry out periodic meetings with the business users to ensure customer satisfaction.

Integration, Configuration and Customization

• Integrate the ERP system with other applications and systems within the organization to streamline business processes and data exchange.

Security and Compliance

• Implement and enforce security measures to safeguard ERP data and access. This includes user access controls, data encryption, and adherence to compliance standards.
• Ensure that the ERP system complies with industry regulations, company policies, and data protection standards. Stay updated on relevant compliance requirements.
• Work with the risk department closely to review the user authorizations to ensure that the roles are properly segregated.

Data Management and Change Management

• Oversee data integrity, data imports, and data cleansing within the ERP system. Ensure that data quality standards are met.
• Perform testing, validation, and quality assurance to ensure that system changes and customizations do not introduce errors or issues.

Backup and Recovery

• Develop and maintain backup and disaster recovery plans to ensure data availability and continuity in the event of system failures or data loss.

Upgrades and Updates

• Plan and execute ERP system upgrades and updates, ensuring compatibility with existing systems and minimal disruption to operations.

Licensing, Payments and Documentation

• Ensure timely payment of all recurrent bills
• Manage the licensing for all business systems.
• Create and maintain documentation for system configurations, procedures, and policies to aid in training and troubleshooting.

Vendor Management

• Collaborate with ERP vendors and service providers to address issues, obtain support, and negotiate contracts or service level agreements.
• Manage outsourced resources by ensuring that work is delivered as per contract SLA (Service Level Agreements).

Training and User Education

• Conduct training sessions and create user guides to help end-users effectively navigate and utilize the ERP system.

Project Management

• Lead or contribute to ERP-related projects, including system upgrades, migrations, and implementations.
• Negotiate and follow up to signoff for contracts for new business systems projects

Asset Management

• Maintain an inventory and life cycle of Business Systems, tracking their status and usage.

IT Service Management (ITSM)

• Provides technical support to staff in diagnostics, troubleshooting and analysing issues associated with information systems, connectivity, security, and backup or system hardware.
• Carry out General ICT Support

Knowledge, Skills & Experience

Minimum level of academic and professional qualification required to perform effectively in the role 

• Bachelor’s degree in Computer Science/IT or any related field
• 2 years’ relevant working experience
• Knowledge of System Applications Architecture
• Problem Solving and Root Cause Analysis Skills
• ERP Administration and Functional Knowledge
• Business Process Understanding
• IT Certification is an added advantage