IT ERP Application Support

Company Description

About Wrist

Wrist is the world's leading ship and offshore supplier of marine provisions and stores with a market share of approximately 12%.

With the launch of the digital marketplace, Source2Sea, Wrist is leading the digital transformation of the marine supply industry. All year round, we offer 24/7 global online sourcing and logistics, providing data transparency, automation, and convenience to our customers.

We continuously work on reducing our climate impact while at the same time proactively addressing our customers' growing demand and need for responsible solutions and services.

From more than 30 locations worldwide, in all major shipping locations, 1,800 Wrist employees take pride in making it easy for our customers to order and receive marine supplies and services.

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Job Description

Wrist Service Center is looking for an IT ERP Application Support who will be responsible for delivering first-level support for ERP systems. You will manage and resolve support tickets through FreshService, ensuring timely and effective issue resolution. Your duties include performing initial troubleshooting, escalating complex issues to higher support levels, and monitoring system performance to maintain optimal functionality. Additionally, you will contribute to improving the internal knowledge base and support processes, playing a key role in maintaining system stability and supporting smooth business operations.

What you'll be doing:

• ERP Support and Ticket Management
• Manage and track ERP-related support requests using FreshService, ensuring accurate logging and timely follow-up.
• Classify and prioritize tickets based on defined severity levels (P1, P2, P3) and business impact to streamline resolution processes.
• Provide initial troubleshooting and resolution for common Microsoft Dynamics AX issues, ensuring minimal disruption to users.
• Issue Escalation and Collaboration
• Manage, prioritize, and resolve ERP-related tickets using FreshService, adhering to SLAs.
• Classify incidents (P1, P2, P3) and ensure critical issues are addressed with urgency.
• Escalate unresolved issues to technical consultants or development teams with detailed troubleshooting documentation.
• Drive problem management initiatives to reduce recurring incidents and improve system reliability.
• Communication and Stakeholder Support
• Provide regular status updates to end-users and key stakeholders regarding the progress and resolution of reported issues.
• Handle incoming phone calls related to ERP issues, delivering responsive and effective support.
• Documentation and Knowledge Sharing
• Adhere to standard troubleshooting protocols and utilize knowledge base articles during issue resolution.
• Contribute and maintain accurate and comprehensive documentation of issue resolutions to enhance the internal knowledge base and improve future response times.
• Reporting and Analysis
• Generate reports on recurring issues, ticket trends, and system performance.
• Propose improvements or preventive actions to minimize recurring issues within the ERP system.
• System Monitoring and Stability
• Perform daily monitoring of the Microsoft Dynamics AX system using dashboards, real-time SQL statements, and performance health checks.
• Investigate and resolve anomalies or alerts detected from system monitoring to maintain overall system stability and performance

What we're looking for:

• Bachelor's degree in Information Technology, Computer Science, or a related field.
• 3-5+ years of experience in ERP application support (Microsoft Dynamics AX 2012 or other ERP System experience required).
• Strong expertise in:
• Table Browser for advanced troubleshooting and data validation.
• AOT (Application Object Tree) navigation of forms, tables, classes, menus, and workflows.
• AX workflows, security roles, and personalization.
• Solid understanding of ERP integrations, batch jobs, and error log monitoring.
• Experience with incident management tools (FreshService, ServiceNow, Zendesk, etc.).
• ITIL Certification is a plus

Location: Times Plaza Building, U.N. Avenue corner Taft Avenue, Manila

Work Set-up: Hybrid

At Wrist, we are committed to cultivating a culture of belonging where every individual feels seen, valued, and respected.

As a global company, we aim to reflect the communities we are part of, believing that our strength comes from diverse perspectives, experiences, and the unique contributions each person offers.

We welcome applications from all qualified candidates, and we are dedicated to maintaining a recruitment process that is inclusive, fair, and respectful.

By fostering a supportive workplace culture rooted in belonging, we lay the foundation for meaningful collaboration and shared success.