ERP / CRM Application Support Officer at Nigerian Exchange Group (NGX Group)

About the Job

• The ERP Support Officer is responsible for managing and overseeing the Microsoft Dynamics 365 ERP application.
• The individual will work closely with members of the Technology Services team to ensure that human resources data is captured accurately and integrity is maintained.
• The ERP Support Officer will be responsible for recommending and creating high impact systems and processes that help the organization fulfil its strategy.
• This position reports to the Team Lead, Application Support.

Responsibilities

• Perform server administration tasks, including user/group administration, security permissions, group policies, research event log warnings and errors, and resource monitoring, ensuring system architecture components work together seamlessly.
• Ensure that the ERP software meets business requirements and goals, fulfils user requirements, and identifies and resolves systems issues.
• Lead ERP process automation projects, create and present business cases where appropriate, develop and execute project plans, and deliver results within the targeted timeframe and within budget.
• Partner with functional and business stakeholders to understand, evaluate and improve/streamline system processes and services to employees.
• Make recommendations and develop requirements based on system and functional knowledge.
• Provide support to organisation-wide users of the ERP including, but not limited to, researching and resolving ERP problems, unexpected results or process flaws; perform scheduled activities; recommend solutions or alternate methods to meet requirements.
• Write, maintain data integrity in systems and support a variety of reports or queries utilizing appropriate reporting tools; develop and administer standard reports, i.e. relevant statistical reports and dashboard.
• Manage and design the mapping of all ERP tables to ensure accurate data capture that promotes prudent compliance and enables comprehensive reporting.
• Develop user-friendly procedures, guidelines and documentation applicable to the ERP.
• Work with end-users to analyse, design, construct and implement small applications in support of regular business operations; document applications and provide cross-functional training as needed.
• Collaborate with Technology Services to coordinate, review, test and implement ERP system upgrades or patches or fix.
• Collaborate with other ERP users (Finance, Procurement etc.) to ensure the integrity of the ERP.
• Advice management on organizational policy matters related to the ERP.
• Be responsible for central management and coordination of our company application catalog.
• Manage vendor relationships and coordinate with vendor’s application admins and relevant stakeholders for licensing and renewals, including managing to budget.
• Interact with the help desk and other teams to assist in troubleshooting, identify root cause, and provide technical support when needed.
• Working directly to support the technology needs for staff and learn legacy permitting system operations and administration and prepare for a transition to a new ERP platform.
• Lead the implementation of the enterprise applications and assisting with current and future state analysis, configuration and ongoing maintenance of the new enterprise technology platform.
• Monitor and track performance: drive, display and deliver value through proactive and remediation planning, measuring support performance metrics by tracking resolution progress and escalations.
• Administer and implement Service Level Agreements (SLAs) with key/relevant stakeholders, monitor performance levels and take corrective action as may be required.

Job Specification
To successfully deliver the above goals, the right candidate must have:

• HND / Bachelor's Degree in any discipline.
• Minimum of 3 years of advanced experience managing an ERP system.
• Professional certification(s) such as ITIL, PMP, Business Analysis, CompTIA and/or Microsoft 365 Certified is an added advantage.
• Demonstrate project management and business analysis skills, ability to develop and maintain detailed project plans, identify dependencies and critical path items and work within a budget.
• Significant knowledge of ERP applications (such as Microsoft Dynamics, Oracle, SAP, etc).
• HR/Payroll and or Finance related experience will be an added advantage.

Desired Competencies And Skill Requirements:

• A basic appreciation of general database design, structure, functions and processes, and experience with databases tools.
• A commitment to collaboration and a joint-accountability approach.
• Strong working knowledge of HR systems in addition to MS-Word, Excel, PowerPoint, Visio and Project.
• Effective organizational and interpersonal skills including written and verbal communication skills.
• Ability to work independently on multiple assignments and projects concurrently.
• Ability to maintain a high level of confidentiality in handling sensitive information.
• Open-minded with the ability to follow instructions and deliver quality results.
• Ability to deal with ambiguity with strong judgment and problem-solving skills.
• Highly organized with strong attention to detail and accuracy.
• Must have the ability to listen and understand employee concerns and formulate a decision to resolve the issues.