IT ERP Application Specialist

Responsibilities:

ERP Support and Ticket Management o Manage and track ERP-related support requests using FreshService, ensuring accurate logging and timely follow-up. o Classify and prioritize tickets based on defined severity levels (P1, P2, P3) and business impact to streamline resolution processes. o Provide initial troubleshooting and resolution for common Microsoft Dynamics AX issues, ensuring minimal disruption to users.

Issue Escalation and Collaboration o Manage, prioritize, and resolve ERP-related tickets using FreshService, adhering to SLAs. o Classify incidents (P1, P2, P3) and ensure critical issues are addressed with urgency. o Escalate unresolved issues to technical consultants or development teams with detailed troubleshooting documentation. o Drive problem management initiatives to reduce recurring incidents and improve system reliability.

Communication and Stakeholder Support o Provide regular sta...