Transformation / ERP Application Support at The Concept Group

Job Summary

• As a Transformation and ERP Application Support Officer, Supporting, analyzing, designing, and enhancing business processes to drive efficiency and cost-effectiveness within the Transformation unit.
• This role supports data-driven decision-making and assists in achieving the organization’s strategic objectives through streamlined operations.

Responsibilities

• Technical Support.
• Provide timely and effective technical support to users of the company’s core applications.
• Troubleshoot and resolve application issues, including connectivity, performance, and data integrity problems.
• Trouble shoot and resolve UI/UX and technical issues in a timely and efficient manner
• Escalate complex issues to appropriate teams and follow up to ensure resolution
• Incident Management and feedbacks functions:
• Manage and track support tickets, ensuring all incidents are logged, prioritized, and resolved promptly.
• Analyze incident patterns to identify recurring issues and recommend preventive measures.
• Respond to customers inquiries and issues via phone, email and chat
• Generate, analyses present customers feedback and issue trend reports and performance metrics to management.
• Preparing reports on all aspects related to the software testing carried out and reporting to the design team.
• Participating in design reviews and providing input on requirements, product design, and potential problems.

Requirements

• Bachelor’s degree in Computer Science, Business, or a related field from an accredited Nigerian university
• 2+ years of experience in process analysis or improvement roles, preferably within financial services
• Certification in process improvement (e.g., Six Sigma, Lean) is an advantage but not required
• Familiarity with Nigerian financial regulatory standards.