ERP Support Specialist
4 days ago
About Us
">Hyva Group is a leading global provider of innovative and highly efficient transport solutions for the commercial vehicle and environmental service industries. We are committed to the development, production, marketing, and distribution of components used in hydraulic loading and unloading systems on trucks and trailers. Our products are used worldwide across a range of sectors, including transport, construction, mining, materials handling, and environmental services providers.
Founded in 1979, our company is headquartered in Alphen aan den Rijn in The Netherlands and operates in more than 110 countries with over 3,500 employees around the world. We have more than 30 subsidiaries globally, with an extraordinary sales and service coverage and 14 production facilities in Brazil, China, Germany, India, and Italy, serving over 20,000 customers.
The RoleWe are seeking an ERP Application Support Specialist in our brand new Regional Hub / Shared Services Centre (SSC) in Mid Valley City, Kuala Lumpur. As a key member of our team, you will play a crucial role in ensuring the smooth operation of IT applications within Hyva. Your primary responsibility will be to provide technical and functional support, troubleshoot issues, and assist Hyva colleagues globally in utilizing IT applications effectively to meet our business objectives.
Key Responsibilities- Provide frontline technical and functional support to end-users (Hyva colleagues) globally for various software applications, mainly Infor LN ERP systems, including troubleshooting issues, answering queries, creating user accounts, assigning relevant roles, and resolving problems promptly.
- Investigate and resolve application-related issues reported by users through various channels such as email, phone, or ticketing system, ensuring minimal disruption to business operations.
- Maintain comprehensive documentation of support procedures, troubleshooting steps, and solutions to facilitate efficient issue resolution and knowledge sharing within the global team.
- Be part of the team in Kuala Lumpur providing 24/7 support to Hyva colleagues globally. A shift system will be used.
- Monitor the performance and availability of applications using technical and functional KPIs agreed with the IT Solution Analysts, identifying potential issues or trends to prevent downtime and optimize performance.
- Collaborate with cross-functional IT teams including developers, system administrators, and solution analysts to escalate complex issues, implement solutions, and ensure seamless integration of applications with other systems.
- Participate in testing activities including regression testing to ensure the reliability, functionality, and usability of new features or updates before deployment.
- Identify and suggest opportunities for process improvements, automation, or enhancements to streamline support operations, increase efficiency, and enhance the overall user experience based on recurring reported issues.
- Ensure compliance with relevant IT policies, procedures, and regulations governing the use and management of applications, such as data security and segregation of duty regulations.
- Act as a point of contact during emergencies or critical incidents involving applications, coordinating with relevant stakeholders to resolve issues promptly and minimize business impact.
- Maintain an overview of the number of used licenses per application.
In this role, you will be collaborating with various stakeholders across the business, including our Global functions teams in the Netherlands and other parts of the world.
We operate a hybrid working approach, which means you will be supporting markets in multiple time zones, and some flexibility around working hours will be needed.
You will be joining a newly formed Shared Services Centre team, with opportunities to grow within Application or wider IT functions.
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