IFS Application Support Analyst II

Description

We are committed to building a workplace where everyone feels heard and respected, and extending our culture of care so that every individual can reach their full potential. We want you to have a sense of belonging and feel valued for your contributions and the perspectives you bring.

Summary:

The IFS Application Support Analyst II will play a critical role in supporting the implementation and ongoing maintenance of the IFS ERP system. With a focus on delivering excellent internal customer service, this role involves providing technical support, troubleshooting issues and ensuring the smooth operation of the system. The analyst will play a key role supporting continuous improvement initiatives to refine support processes and optimize the IT support service offering the team delivers, as well as building the confidence and capability of end users and driving adoption.

Requirements:

Application Support:

- Provide first and second-line support for the IFS ERP system, addressing user issues and system errors.

- Troubleshoot and resolve application-related problems, including analyzing system logs and error messages.

- Provide expert knowledge and guidance to assist the upskilling of IFS Support Analyst colleagues

- Assist with system configuration and customizations as required.

- Apply expert knowledge to resolve permissions requests. Deliver continuous improvement initiatives to standardize user roles and automate permissions management and own the overall permissions management processes and procedures.

System Monitoring & Maintenance:

- Monitor system performance and health, identifying and addressing potential issues before they impact operations.

Incident, Problem and Request Management:

- Log and track tickets in the Service Management solution, ensuring timely resolution of incidents and requests.

- Undertake proactive Problem Management, identifying and addressing recurring issues to prevent future occurrences.

General:

- Attends work regularly and punctually, as scheduled or expected.

- Complies with Employee Handbook, Code of Conduct and Company Policies & Procedures.

Additional Responsibilities:

System Monitoring & Maintenance:

- Ensure the successful completion of maintenance tasks, including system updates, backups, and patch management.

- Manage the system technical environments and platforms to ensure reliability, performance and security with best practice.

- Support the implementation of product updates and enhancements.

Data Management & Reporting:

- Assist in managing data integrity and quality within the IFS system and related platforms.

- Identify trends and patterns to optimize performance of process, workflows and the user experience.

- Generate and analyze reports to support business operations and decision-making.

Evolution of the IFS support framework in RES:

- Collaborate with the IFS support teams to contribute to the development of best practices, standards, and documentation.

- Participate in knowledge transfer activities and support the development of the unified support offering to the business.

- Identify opportunities to introduce automation and proactive support initiatives.

- Streamline & optimize tier 3 support responsibilities by identifying opportunities to delegate tier 1 and tier 2 support tasks to other IT support teams.

Collaboration & Communication:

- Maintain robust working practices and relationships across the IT and business-side IFS support teams.

- Work closely with other IT teams, business units, and external vendors to resolve issues and implement changes.

- Communicate effectively with users and stakeholders to ensure clear understanding of system status and support activities.

- Presents, supports, and leads-by-example with a safety and quality-oriented attitude.

- Stays current on IFS product updates and industry best practices to provide informed support.

- Assists in the creation and maintenance of support-related documentation and knowledge base articles.

- Participates in system testing and validation for new features or changes.

- Has a willingness to be part of an out-of-hours call out rotation.

Qualifications:

- Bachelor’s degree in computer science, information systems, statistics, mathematics, economics, or related field required.

- IFS Academy learning badges or certification in a relevant discipline(s) preferred.

- 2 or more years of experience with IFS 10 or IFS Cloud required.

- 3 or more years of experience in supporting, implementing, and maintaining integrated applications required.

- 3 or more years' experience troubleshooting standard applications and application architectures required.

- 2 or more years of IFS user roles and permissions management preferred.

- Ability to travel 5 to 15% required.

Knowledge:

- Expertise in at least one of the following IFS areas, and enthusiastic to broaden your understanding across other areas: Finance, Supply Chain, Procurement, Projects, Human Capital Management, Asset and Service Management

- Expertise in user role and permissions configuration (RBAC)

- Understanding of IFS Solutions Manager related functionality, profiles and permissions setup.

- Ability to perform workflow automations using IFS Events and Migration jobs, Custom Configurations, Lobbies and Reporting

- Familiarity with ERP implementation processes and support best practices.

- Proficient in applying ITILv3 good practice, such as Incident Management, Change Management, etc., to all essential functions and responsibilities.

Skills:

- Troubleshooting and resolving technical issues related to IFS applications.

- Strong analytical skills with the ability to assess and resolve system problems effectively.

- Good documentation skills for creating user guides, knowledge articles, and support materials.

- Ability to create and deliver training content tailored to various user levels.

- Proficient in Microsoft Office products.

- Ability to manage multiple support requests and prioritize tasks efficiently.

- Strong communication skills for interacting with end-users and other stakeholders.

- Capability to work independently as well as part of a team.

- Ability to adapt to changes in system requirements and support processes.

Anticipated base salary range: $90,000 - $113,000

The final agreed upon compensation is based on individual education, qualifications, experience, and work location. This position is bonus eligible.

RES offers benefits that are effective first day of employment. These benefits include the following:

- Medical, Dental and Vision

- Health Savings Account with employer contribution

- Flexible Spending Accounts

- 4x pay Basic Life and Voluntary Life

- Short and Long Term Disability

- Accident, Hospital, and Critical Illness

- 401 (k) plan with 6% company match

- 4 weeks Paid Time Off (PTO) and 10 Paid Holidays

- Tuition Reimbursement and Green Car Reimbursement

- Volunteer and Charity Matching

- Paid Parental Leave and Paid Sabbatical Leave

- Employee Referral Bonus

- Employee Discounts and Wellness programs

- Wellness Reimbursement

Physical requirements and environment:

The work environment and physical demands characteristics are representative of those the employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Rarely: Climbing, crouching, kneeling, carrying/pulling/pushing/lifting between 5-15lbs., and stooping are required.

Occasionally: Gripping, handling, pinching, and walking are required. Frequently: Standing is required. Constantly: Reading, grasping, hearing, reaching, vision, repetitive motion, and sitting is required.

Rarely exposed to extreme cold, heat, and humidity, and wet climates, in the working environment.

Occasionally exposed to noise and hazards in the work environment.

We maintain a drug-free workplace. Candidates will be required to pass a pre-employment background investigation and drug test as a condition of employment.

RES is an equal opportunity employer that is committed to diversity and inclusion in the workplace. We prohibit discrimination and harassment of any kind based on race, color, sex, religion, sexual orientation, national origin, disability, genetic information, pregnancy, or any other protected characteristic as outlined by federal, state, or local laws.

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