Join our dynamic customer support team as a Support Consultant! You'll be instrumental in ensuring our ERP system customers receive exceptional service, playing a key role in finding the solutions for the ERP functional issues, managing the resolutions of technical issues, collaborating with cross-functional teams, ensuring effective communication between internal and external stakeholders, and optimizing processes to enhance the overall support experience. If you're passionate about problem-solving and collaboration, we want to hear from you. Key Responsibilities Manage escalated ERP-related issues, collaborating with technical teams to ensure timely resolution and minimal disruption to business operations. Analyze and troubleshoot complex functional and system issues, identify root causes, and implement solutions. Efficiently troubleshoot and resolve ERP system-related issues, ensuring all client Service Level Agreements (SLAs) are met. Interact with software providers and vendors to coordinate functional and technical support, troubleshoot issues. Conduct in-depth analysis of reported issues, including root cause analysis, to identify underlying problems and prevent recurrence. Collaborate with technical teams to troubleshoot and resolve complex problems, applying in-depth knowledge of the ERP system's functionalities. Develop and deliver training materials and sessions for end-users on ERP functionalities and new features. Participate in testing enhancements, and system upgrades to ensure functional integrity and alignment with client requirements. Serve as the primary functional point of contact for clients, build strong, trusted relationship. Proactively communicate status updates, manage expectations, and ensure client satisfaction throughout the support lifecycle. Understand client business processes and challenges to provide tailored solutions and recommendations. Work closely with project teams, technical consultants, and sales teams to ensure seamless handovers from implementation to support, and to identify potential upsell opportunities. Ensure a high level of customer satisfaction by delivering timely and effective support services. Ability to work closely with peers and users to deliver optimum service. Ability and willingness to participate in a mandatory standby rotation to provide support on weekends and public holidays.
Vanguard offer professional consulting services for business process improvement and automation candidate for this role will be responsible for, Interview client and collect business process requirement and map the requirement with business solution and system. Technical Leadership Proactively evaluate emerging technologies across SAP and non-SAP platforms to identify opportunities for improving system capabilities and business solutions. Conduct technical analysis and design solution architectures and integration landscapes aligned with business requirements, including technology selection, APIs, authentication mechanisms, programming languages, and system configurations. Design and maintain database structures, development frameworks, and coding standards to ensure scalable, secure, and maintainable software solutions. Design and oversee system integrations with external platforms using APIs and middleware, ensuring secure and reliable data exchange. Monitor and support integration operations within middleware platforms (e.g., SAP Integration Suite or custom middleware) to ensure operational stability and timely resolution of integration issues. Plan and implement system performance optimization, security controls, and lifecycle management to ensure reliability and scalability. Produce and maintain technical and functional documentation including API documentation, development specifications, user manuals, test scripts, and issue logs. Provide technical leadership and architectural guidance to development teams, promoting best practices in system design and software development. Delivery Management Collect, analyze, and document business requirements from process owners and stakeholders. Analyze existing business processes and support process improvement initiatives. Manage and coordinate multiple projects simultaneously, ensuring delivery within agreed scope, timelines, and budget. Plan and organize project tasks, schedules, and resource allocation to support effective project execution. Communicate project progress, milestones, and deliverables to stakeholders and project participants. Monitor project progress, identify potential risks and issues, and implement mitigation strategies. Manage client expectations and stakeholder relationships throughout project phases to ensure successful delivery. Working Relationships Work in partnership with: Project teams Operational and Commercial team External clients Offshore Development Teams
As a ERP Consultant, you will be responsible for providing expert guidance and support to clients in the selection, implementation, and optimization of ERP solutions. You will work closely with clients to understand their business processes, identify areas for improvement, and ensure successful ERP system integration. Your role will involve collaborating with cross-functional teams, conducting training sessions, and providing ongoing support to ensure clients achieve their business objectives. Gaining and maintaining a very high level of functional knowledge of ERP and all of its related technologies and products to add value to our organisation and our clients’ businesses Assist Project Managers to execute in project management Conduct requirement gathering and document the required scopes Working on implementation projects and functionality enhancements to existing systems and upgrade projects Working with the services delivery management team to continually improve our delivery processes to customers Working closely with other consultants as part of the delivery team Assisting the presales team with detailed functional proposals and demonstrations of the system Achievement of personal and team-based utilisation and commercial targets in line with our business strategy and vision You need to be highly organized with a pragmatic and commercial approach Excellent administrative and communication skills Onsite/Remote flexible working Collaborate with clients to assess their business needs and requirements for ERP solutions. Lead the implementation of ERP systems, ensuring alignment with client objectives and industry best practices. Conduct gap analysis and process mapping to identify areas for improvement and optimization. Configure and customize ERP software to meet client specifications and enhance functionality. Provide training and support to end-users, ensuring they are proficient in using the ERP system. Develop and maintain documentation, including user manuals, training materials, and system specifications. Monitor project progress, manage timelines, and ensure deliverables are met within budget. Troubleshoot and resolve issues related to ERP systems, providing timely solutions to clients. Stay updated on industry trends, emerging technologies, and best practices in ERP solutions. Working Relationships Work in partnership with: Management team Project teams Operational and Commercial team External clients