Responsibilities
* Collaborate with the Enterprise Applications team to build and maintain a library of common work instructions for recurring tickets.
* Manage problem investigation, administer the change request process, and take ownership of overall support levels within the team.
* Own support services for our managed applications across the team.
* Streamline and improve ERP support processes, working with key business stakeholders to implement efficient ways of working and create a catalogue of common tasks.
* Help troubleshoot issues and support business users with training and hands‑on assistance.
* Support teams across smaller sites and our national distribution centre, implementing help‑desk solutions that work efficiently at different scales.
* Administer the change request process to ensure all documentation is complete and milestones are adhered to.
* Build and maintain strong relationships with key business users and stakeholders.
* Respond to, follow up, coordinate, and resolve issues using an enterprise helpdesk solution, meeting SLA agreements.
* Manage, prioritise, and communicate workload, risks, and project requirements to meet business deadlines.
* Collaborate on cross‑functional activities and identify areas for improvement.
* Create and maintain documentation for business processes and projects, ensuring records of all work undertaken.
* Develop a suite of Master Data Management tasks that can be requested easily and implemented quickly across all system areas.
* Organise own workload with minimal supervision, delivering to agreed schedules and reporting progress.
* Provide detailed analysis of system defects as required.
* Support business migrations on site during hyper‑care periods to introduce new businesses to our support structures.
* Set up all key requests, incidents, problems, and change requests in the IT Service Desk solution.
* Create and update high‑quality documentation: process and user guides, project plans, proposal documents.
* Maintain data management processes for easy updating and management for all end users.
* Monitor and report from our IT Service Management tools.
Qualifications and Experience
* Strong IT literacy and confidence using a range of systems.
* Good knowledge of ERP systems and the Microsoft Office Suite.
* Understanding of IT systems and infrastructure.
* Experience using Microsoft Dynamics AX in an operational environment.
* Strong Microsoft Dynamics AX knowledge (preferred).
* Understanding of ITIL processes (e.g., incident, problem, and request management).
* Experience supporting change and release activities within a structured environment.
Benefits
Become part of a global leader in access solutions that values creativity, innovation, and a diverse workforce. Enjoy a dynamic and inclusive workplace, with opportunities for career development, regular feedback, training, and growth at local, regional, or international levels.
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