ERP Technical Specialist At Medical Teams International

This position contributes to the calling of the organization by supporting users and stakeholders so that they can maximize their effectiveness and utility using the organization’s ERP system. The incumbent will be the referral point for customers seeking technical assistance and support related to ERP systems in regional locations. The incumbent resolves incidents and service requests, managing work using a service management tool and focuses on empowering end users in the use of digital technology and fostering continuous service improvement. This role collaborates with the wider ERP Support team to optimize use of the system, upskill users and identify opportunities for system and process improvement.

Medical Teams International Calling:

Daring to love like Jesus, we boldly break barriers to health and restore wholeness in a hurting world.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Service Desk:

• Responds to Level 1 and 2support requests via multiple sources such as phone and e-mail.
• Interacts with clients in a courteous and professional manner.
• Diagnoses problems by evaluating multiple options.
• Develops checklists and scripts for resolving routine problems.
• Escalates problems when necessary.
• Documents problem status and resolution in tracking log.

Technical Support:

• Provides technical support to meetings that include video conferencing.
• Monitors and communicates system status.
• Diagnoses and resolves client workstation and mobile device hardware and software issues.
• Creates temporary solutions until permanent solutions can be implemented.
• Assists systems, programming, and vendor professionals, as needed to resolve problems.

Training:

• Trains co-workers on new or existing functionality or services.

Documentation:

• Creates, modifies and reviews documentation of issues resolutions.
• Documents solutions to common problems and responses to frequently asked questions.
• Creates and submits documented resolution to Knowledge Base.

Communications/Consulting:

• Alerts team members about recurring problems.
• Communicates updates on issues in a timely manner to ensure client satisfaction and productivity.

Other Duties:

• Support safeguarding of program participants and employees through promoting an environment of awareness and upholding the code of conduct provisions of Medical Teams Protection from Sexual Exploitation & Abuse, Child & Vulnerable Adult protection, and harassment-free workplace policies.
• When appropriate, incorporate the use of volunteers in daily job functions.
• Other duties as assigned.

EDUCATION, LICENSES, & CERTIFICATIONS

• Bachelors Degree in Computer Sciences, Information Systems, Business or equivalent related work experience.

EXPERIENCE

• 2-3 years experience implementing ERP systems including project management in any discipline
• Support and build experience on any ERP platform with a preference for Unit4 Business World
• Preparation of training materials for non-IS users on various media
• Operating a helpdesk in a typical best practice ITIL model
• 1-2 years experience in a customer service role
• Experience managing, communicating, and building relationships in a cross-cultural global environment

KNOWLEDGE, SKILLS & ABILITIES

Knowledge:

• Prior knowledge of Unit4, full life cycle ERP implementation
• Codeless platform development
• Project management and application development tools and methodologies
• Good understanding of people, processes and technology
• Working knowledge of business operations and systems requirements processes

Skills:

• Excellent stakeholder management, communication, advocacy, and negotiation skills
• Skilled at building and maintaining a high functioning, high performing work team

Abilities:

• Ability to lead others and create clear goals, work plans, prioritize tasks and communicate target dates of completion.
• Excellent ability to express technical and business concepts, ideas, feelings, opinions, and conclusions orally and in writing.
• Willingness and ability to travel domestically and internationally as necessary
• Ability to embrace and promote Medical Teams mission and vision
• Ability to uphold and exemplify the organizations core values
• Ability to work collaboratively with others in a culturally diverse environment

PHYSICAL REQUIREMENTS & WORKING CONDITIONS

Physical Requirements:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Frequent use of a personal computer, database and digital platforms, and other office productivity machinery, such as a copy machine and computer printer.
• Frequently uses hands, fingers, and arms to reach, handle, touch or feel equipment, medical instruments, materials, computer.
• Frequent communication and exchange of information among colleagues and persons of concern which requires the ability to speak, hear, convey and express oneself.
• Frequent close vision and the ability to adjust focus.
• Occasionally ascends/descends stairs, steps, or ladder
• Occasionally move about inside an office to access file cabinets, office machinery, meet with colleagues, etc.
• The employee must occasionally lift and/or move up to 10 pounds.
• Seldom to occasionally positions self to stoop, kneel, crouch, or crawl.
• If in travel status, occasional to frequent traversing over rough or steep terrain in either a motor vehicle or on foot.

Work Environment:

The work environment characteristics described here are representative of those an 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.

• The noise level in the work environment is usually moderately quiet.
• The employee may be required to travel to remote areas of the world where there are potential health hazards and risks, limited hygiene facilities, extreme hot or cold weather, and very basic living conditions.