Application Support - COINS ERP

In this role you provide first- and second-line support for an ERP platform (COINS) and key cloud apps, ensuring business processes stay running smoothly. You will collaborate with users, IT peers, and vendors to resolve incidents, manage access, and maintain quality runbooks and knowledge articles. You help translate recurring issues into improvements while upholding governance, security, and auditability. This is a hands-on role with a clear impact on service quality and continuous improvement.

• Provide 1st/2nd line support for ERP and cloud applications with a focus on business continuity
• Triage incidents and service requests, gather evidence, assess impact, and resolve or escalate
• Log and maintain audit-ready tickets with detailed investigation steps and resolutions
• Administer ERP access processes including user setup, role changes, and leaver processes
• Collaborate with vendors and internal teams to progress cases and validate fixes
• Identify recurring issues and convert them into knowledge articles, training, or change requests
• Support testing and release activities, including post-change validation and handover to BAU
• Create and maintain runbooks, FAQs, and user guidance to share knowledge
• Provide feedback for continuous improvement and assist with adopting changes
• Follow security, data protection (GDPR), and corporate policies, including H&S

• Experience in application support, service desk, systems administration, or business support
• Ability to engage users across functions, assess impact, and explain issues clearly
• Strong organisation and prioritisation to manage multiple tickets in a fast-paced environment
• Analytical and methodical with attention to detail (investigation and root cause thinking)
• Strong communication and stakeholder management; customer-focused, collaborative, dependable
• Continuous improvement mindset to turn recurring themes into practical improvements
• COINS experience desirable but not essential (training mindset valued)
• Familiar with ticketing and change-tracking tools (e.g., SysAid, JIRA)
• Experience with access controls and governance practices (roles/permissions)
• Compliance awareness (privacy/GDPR) and security-conscious approach

• Customer-focused
• Collaborative
• Dependable
• ERP systems administration
• Access management and role/permission changes
• Incident and change management