About the Company
This large Australian organisation is a leader in their field and are big in the Supply-Chain and wholesale distribution operations.
About the role
Manage the lifecycle of critical level 2-3 incidents in relation to ERP solutions in order to return the service to business users as soon as possible. Manage the lifecycle of problems by performing analysis of incidents in order to prevent a re-occurrence and minimization of impact. Management of level 3 incidents including the incident's solution delivery to completion, leading incident fire teams and management of key customers and stakeholders
Assist the ERP BAU Manager in a 2IC leadership role the ERP BAU Team.
Responsibilities
Core
- Team Lead for Level 3 Incidents, including nominated fire teams
- Assist ERP BAU Manager in leading and mentoring the team
- Incident management for level 2-3 incidents in line with Service Levels
- Analysis, testing and implementation of solutions to user problems within the ERP solutions
- Problem Management to prevent recurrence of incidents and/or minimise impact
- Provide support and direction to all teams involved in the investigation and resolution of business critical incidents
- Partner with other teams to ensure that opportunities for improvement are identified and pursued
- Clear and concise documentation of problems and solutions
- Provide realistic estimates of the time required to complete a specific task
- Assist with the development of policies and procedures
Technical
- Utilise specialist Supply Chain functional knowledge to translate user problems into viable solutions and analysis, development, support, testing and implementation of ERP solutions
- Review and testing of ERP related solutions and application
- L3 Support for users and development staff, including training on usage
Skills and experience
- Demonstrated experience and understanding of Systems Analysis and Quality Assurance
- Strong analysis and design skills along with the ability to translate user's needs into solutions
- Ability to work independently and as a part of a small team
- Demonstrated strong verbal, written, and presentation communication skills
- Detail oriented and results driven
- Ability to solve problems assisting the business in decisions through use of analytical tools
- Testing and quality control
- Involvement in all areas of the System Development Life Cycle
- Sound communication skills, and a positive "can-do" attitude
- 3-5 years demonstrated experience designing functional FMCG solutions
- Subject matter expert in 2-3 functional domains
- Knowledge of Supply Chain Management functions and processes
- Participation in 3+ ERP implementations that involved integrating business process, business rules and business data with technology
- Demonstrated experience with a variety of technical architectures and platforms
For more information contact Aparna at aparna.sharma@peoplebank.com.au
