1. ERP system administration and support

• Act as the first point of contact for global end-users experiencing technical issues with the ERP system, resolving issues on time and efficiently to meet internal team's deadlines.

• Log and prioritize incidents and service requests, ensuring they are resolved within defined Service Level Agreements (SLAs).

• Collaborate with external development teams or vendors to escalate and resolve complex technical issues.

• Perform user access management, ensuring proper permissions and roles are assigned.

• Support periodic audits and assessments of system security, recommending improvements where necessary.

2. Managing ERP applications analysis and business requirements

• Collaborate with business owners and end users to translate business requirements into user stories for developments and change requests to implement.

• Analyse data to identify trends and opportunities for improvement in business operations.

• Identify and recommend improvements to existing modules processes based on industry best practices and current technology trends.

3. ERP modules development and integration

• Implement, evaluate, and design ERP systems and applications facilitating the integration with other applications.

• Perform UATs (User Acceptance Tests) of the ERP modules to ensure the system is meeting business needs.

• Ensure optimal performance for ERP modules.

• Troubleshoots ERP-related issues and monitors ERP systems security.

• Provide support for day-to-day operations by troubleshooting issues with existing systems or developing new systems as needed to support new business requirements.

• Design and develop business reports from the ERP system via reporting tools such as PowerBI.

4. Facilitate ERP adoption and system monitoring

• Develop an understanding of the Organization's business processes and how they relate to the ERP modules and systems being utilized.

• Plan and deliver trainings or workshops to users on how to use the ERP software systems, to enhance their understanding of the systems features and best practices.

• Create reports to monitor business processes and identify opportunities for improvements.

5. Document ERP system procedures and changes

• Update and manage ERP application systems documentation.

• Develop detailed documentation for system enhancements and change requests.

• Prepare user training documentation for ERP system implementation.

• Support data security policies by ensuring that ERP access is only given to authorized personnel and resources.

• Bachelor's degree in IT or equivalent IT certifications, Business Administration, or related field (MBA or equivalent preferred).

• Microsoft Dynamics certifications.

• Project management and Business Analysis certifications

• 8 (eight) years IT experience with a minimum 6 (six) years of relevant work experience in ERP implementation (mandatory proven track record of successfully implementing Microsoft Dynamics NAV & Microsoft Dynamics Business Central in one or more of the following roles: Solutions Consultant, Project Manager, Business Analyst, Implementation Consultant).

• Demonstrate expertise in leading support on ERP platforms (mandatory Microsoft Dynamics NAV & Microsoft Dynamics Business Central) and proficiency in key modules like Finance, Procurement, HR and Project Management.

• Working knowledge of Microsoft SQL, PowerBI, and Excel with the ability to learn other analytical and reporting tools.

• Knowledge of Microsoft Power Platform for building low-code applications.

• Experience with system integrations, APIs, and third-party vendor management.

• Understanding of ITIL framework and incident management best practices.

Languages

• Fluent in oral and written English is essential.

• Working knowledge of Italian, French or Spanish would be an advantage.

Specific knowledge, skills and competencies

• Experience with cloud-based ERP platforms and digital transformation strategies.

• Proficiency in Agile and Waterfall methodologies, including the documentation of Business Requirement Documents (BRD).

• Demonstrated experience providing technical support remotely to clients.

• Ability to prioritize tasks and sequence work to deliver best possible service with resources available.

• Strong verbal and written communication skills.

• Well organized, detail oriented and excellent multi-tasking skills.

• Excellent written and verbal communication skills, including the ability to develop written project briefings, training materials and presentations for varying audiences.

• Good team player, positive attitude, flexible mind, and comfortable in working in multi-cultural settings.

• Keen sense of ethics, integrity, credibility, and commitment to IDLO's mandate.