ERP Application Support Specialist - Remote in Africa

POSITION OVERVIEW:

The Application Support Specialist is responsible for providing technical support and troubleshooting assistance to end-users of our ERP suite of applications. This position plays a critical role in ensuring smooth ERP system (Odoo ERP) operations and ensures a positive user experience. This individual will serve as the primary point of contact for ERP system support. They will manage support tickets, assist end-users in resolving issues, and escalate system bugs and enhancement requests to the CURE ERP Team. They will provide hands-on technical assistance and walk users through a troubleshooting and resolution process in person, by phone, web conferencing or real-time chat tools. They will also be responsible to track support records and analyze data to identify patterns of common issues. This is a remote position, with ideal candidates being located in one of CURE’s countries of operation in Africa.

ESSENTIAL DUTIES:

1. Work closely with CURE hospital users and IT staff to support and enable the efficient use of the various ERP system modules, including training new users, resolving application-related issues, and liaising between users and the CURE ERP Team.
2. Travel to the hospitals for user support and training including frequent return visits to promote user adoption, provide additional training, and to ensure compliance with CURE and ERP system best practices.
3. Recommend, implement, and maintain ERP policies and procedures.
4. Monitor ERP usage to ensure compliance with standard operating procedures (SOP’s) and suggest enhancements or changes to maximize the ERP system’s effectiveness.
5. Assist Hospital users in running reports on ERP data.
6. Gather, write up, prioritize, and track ERP module enhancement requests, and work with the CURE ERP Team to deliver new features that meet these requirement

EDUCATION/EXPERIENCE REQUIREMENTS:

1. Bachelor's degree in information technology.
2. Minimum of 3 years experience supporting business applications, or as an IT support specialist, in large organizations.
3. Experience supporting an ERP system required, Odoo experience is strongly preferred.
4. Evidence of continuing education, such as certifications, is a plus.