ERP Application Specialist

4 days ago

Manila, Philippines Blaseek Full time

Job Summary
We are looking for an ERP Application Specialist to provide first-level support for ERP systems. The role involves managing and resolving tickets through FreshService, performing initial troubleshooting, escalating complex issues when necessary, and monitoring system performance. You will also help strengthen the knowledge base and improve support processes to ensure smooth operations and system stability.

Key Responsibilities
ERP Support and Ticket Management
Manage ERP-related support requests through FreshService, ensuring proper logging and timely follow-up
Classify and prioritize tickets based on severity (P1, P2, P3) and business impact
Provide initial troubleshooting and resolution for common Microsoft Dynamics AX issues
Issue Escalation and Collaboration
Resolve tickets within SLAs and escalate complex cases with proper documentation
Work closely with consultants or development teams on unresolved issues
Contribute to problem management initiatives to reduce recurring incidents
Communication and Stakeholder Support
Provide regular status updates to users and stakeholders
Handle incoming support calls related to ERP issues
Documentation and Knowledge Sharing
Follow standard troubleshooting protocols and use knowledge base articles
Maintain accurate documentation to enhance the internal knowledge base
Reporting and Analysis
Generate reports on recurring issues, trends, and system performance
Recommend improvements to minimize recurring problems
System Monitoring and Stability
Perform daily monitoring of Microsoft Dynamics AX through dashboards, SQL checks, and health monitoring
Investigate anomalies and resolve system alerts to ensure stability

Qualifications
Bachelor’s degree in Information Technology, Computer Science, or related field
3–5+ years of ERP application support (Microsoft Dynamics AX 2012 or other ERP systems)

Proficiency with:
Table Browser for advanced troubleshooting
AOT (Application Object Tree) navigation of forms, tables, classes, menus, workflows
AX workflows, security roles, personalization
Strong knowledge of ERP integrations, batch jobs, and error log monitoring
Experience with incident management tools (FreshService, ServiceNow, Zendesk, etc.)
ITIL Certification is a plus

Skills and Competencies
Strong analytical and root-cause problem-solving skills
Ability to troubleshoot ERP issues independently
Excellent communication and documentation skills
Customer-focused with ability to manage expectations
Team-oriented and proactive in resolving issues
High attention to detail and structured in escalation handling

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