IT Associate – ERP Support

The IT Associate will be responsible for maintaining the availability and optimal performance of CFAO Mobility Kenya's business systems. This includes providing essential first-line technical support to users, managing service desk tickets, and ensuring that system roles are appropriately assigned. The role also involves monitoring system performance, coordinating super users, integrating ERP with other applications, enforcing security measures, managing data integrity, and overseeing system upgrades and backups. Additionally, the associate will handle vendor management, licensing, documentation, and user training, contributing to ERP-related projects and general ICT support.

1. Provide Level 1 technical support for various ERP systems (SAP, Syspro, TALO, Navision, MS Dynamics 365, Synertrade, SAGE, Fleetwave, Annata), addressing user queries, issues, and training needs.
2. Monitor and optimize ERP system performance, identifying and resolving bottlenecks.
3. Coordinate super users across CFAO Mobility Kenya to provide efficient first-level support and act as a liaison between super users and consulting firms.
4. Maintain Service Level Agreement (SLA) requirements and conduct periodic meetings with business users to ensure satisfaction.
5. Integrate ERP systems with other organizational applications to streamline processes and data exchange.
6. Implement and enforce security measures for ERP data and access, including user access controls, data encryption, and compliance with standards.
7. Ensure ERP system compliance with industry regulations, company policies, and data protection standards, collaborating with the risk department on user authorizations.
8. Oversee data integrity, imports, and cleansing within the ERP system, ensuring data quality.
9. Perform testing, validation, and quality assurance for system changes and customizations to prevent errors.
10. Develop and maintain backup and disaster recovery plans for data availability and business continuity.
11. Plan and execute ERP system upgrades and updates, ensuring compatibility and minimal disruption.
12. Ensure timely payment of recurrent bills and manage licensing for all business systems.
13. Create and maintain documentation for system configurations, procedures, and policies.
14. Collaborate with ERP vendors and service providers for support, contract negotiation, and SLA management for outsourced resources.
15. Conduct training sessions and create user guides for effective ERP system utilization.
16. Lead or contribute to ERP-related projects, including upgrades, migrations, and implementations, and negotiate contracts for new business systems.
17. Maintain an inventory and lifecycle tracking of business systems.
18. Provide technical support for diagnostics, troubleshooting, and analysis of issues related to information systems, connectivity, security, backup, or hardware.
19. Carry out general ICT support tasks.

1. Bachelor’s degree in Computer Science, IT, or a related field.
2. Minimum of 2 years of relevant working experience.
3. Knowledge of System Applications Architecture.
4. Strong problem-solving and root cause analysis skills.
5. Proficiency in ERP Administration and Functional Knowledge.
6. Understanding of business processes.
7. IT Certification is an added advantage.