Job role and Responsibilities:

• Analyse incidents and service request to provide and deploy efficient solutions in the times agreed with
  the business in the SLA (Service Level Agreement) and that are align with Incadea.dms and business best practices.
• Identify repetitive incidents and propose them to be manage as problems and lead the root cause
  analysis.
• Get actively involved in the knowledge process to the end user, making documents, documenting
  known errors in our knowledge database, preparing end user training documentation, among others.
• Develop functional tests in a quality environment and accompanying, if necessary, the end-user testing process.
• Perform the control of user requests in such a way as to verify compliance with the established formats
  and the necessary approvals for the required configurations.
• Follow up cases escalated to Level 2, confirming service level agreements and user response in a timely manner.
• Support incadea.dms implementations for new markets and upgrades as they arise.
• Complete user management according to company policy, ensuring security compliance and
  supporting new roles and profiles implementations, aligned with the business.

Skills and Experience Required:

• Bachelor's degree.
• ITIL V4 Processes Knowledge and business process analysis.
• 2 ERP Certification (Desirable Microsoft Nav/Dynamics 365) with at least 2 years of ERP experience
  supporting one or more modules functionality and capacity to do ERP Functional configurations in
  Dynamics 365 (Preferred), SAP ECC 6.0, NetSuite, or others High Level ERPs. Microsoft Dynamics / NAV 1 year support/functional experience (Desirable).
• Capacity to do ERP Functional configurations in Dynamics 365 (Preferred), SAP ECC 6.0, NetSuite, or
  others High Level ERPs. Creation of manuals and organization of documented information on the processes and management of the ERP ITSM Tools (ManageEngine Service Desk, JIRA SM, ServiceNow and similar), Office 365
• Experience working in a team-oriented, collaborative environment with strong interpersonal, written,
  and oral communication skills and ability to present ideas in a user-friendly language.
• Good attention to detail and must be Results-Oriented.
• Must have the ability to be flexible and work analytically in a problem-solving environment.
  Capacity to perform multiple tasks and deal with different expectations and undertakings
  simultaneously.
• Be adaptable, capable, self-motivated, and confident.