Provides technology related oversight for new restaurant build projects, collaborating with external partners and internal teams. Ensures successful implementation from initiation to completion.
About the role
- Senior Application Support Analyst at Jesta I.S. resolving complex ERP support tickets and mentoring junior analysts in a hybrid work environment.
Responsibilities
- Resolve complex Level 2 support tickets including workflow errors, integration issues, and data discrepancies.
- Provide independent support across two or more ERP modules (e.g., Finance, Inventory).
- Maintain a list with at least 12 documented items and workarounds to expedite recurring issue resolution.
- Contribute extensively to the internal knowledge base (Confluence) and create clear documentation for recurring issues and fixes.
- Lead client meetings to review open issues, present status updates, and propose solutions.
- Escalate and coordinate with Development, Product, QA, and 3rd-tier teams when required; provide clear reproduction steps and impact details.
- Mentor Level I analysts—share knowledge, review escalations, and support skill development.
- Participate in testing and validation as required; support QA and product teams by logging recurring issues and contributing to improvements.
- Identify ticket trends and recommend operational improvements to reduce repeat incidents and improve SLAs.
- Keep accurate records of troubleshooting steps, resolutions, and customer communications in the ticketing system.
- Provide support within the team’s hours, and participate in after-hours coverage as needed.
Requirements
- College diploma or university degree in Information Systems, Business, Computer Science, or a related field.
- Prior experience in ERP application support is highly valued.
- Demonstrated experience investigating, analyzing, and documenting application issues.
- Comfortable working with medium-to-large scale retail/wholesale projects and client environments.
- Strong functional knowledge of ERP modules (Finance, Inventory, or similar).
- Familiarity with integrations, workflows, and data discrepancy troubleshooting.
- Tools & technologies you will use: Phone/VoIP: RingCentral, 8x8 Ticketing: Zendesk, Jira Service Management Knowledge base/wiki: Confluence Communication: Outlook, Microsoft Teams Internal ERP admin tools and SQL basics (advantageous)
Benefits
- Health coverage (medical, dental, disability, and life insurance)
- Wellness program (gym membership reimbursement)
- Professional growth (training platforms, career development fee subsidy, etc.)
- Company events
- Referral program
- Flexible schedule
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
Report this job
Found something wrong with the page? Please let us know by submitting a report below.
Technical Support Specialist at ABB, providing technical assistance to customers and ensuring satisfaction by executing support work. Involves teamwork and technical problem solving.
Client Technical Support Analyst working with unions on software issues and solutions. Managing technical support tickets and client relationships to ensure effective use of software.
Client Support Representative II at Custom Health providing technical support for healthcare applications. Supporting users and troubleshooting issues through phone and email communication while living in Ontario.
Workday Technical Analyst configuring Workday for Modaxo's global platform. Supporting integration, reporting, security, and release management with a focus on continuous improvement.
Senior Technical Support Analyst providing expert - level support for ERP solutions at Jesta I.S. Resolving complex issues and leading continuous improvement while mentoring team members.
Technical Support Specialist providing remote technical assistance to clients. Resolving technical issues and supporting healthcare technology for improved patient care.
Senior Technical Support Advocate providing expert guidance on products and customer support. Collaborating with internal stakeholders to ensure user satisfaction and technical issue resolution.
Join Safe Software as an FME Technical Support Specialist providing assistance and training for data integration solutions. Collaborate with teams to enhance customer knowledge and resolve technical issues.
Technical Support Specialist providing technical support for corporate users, responsible for managing various software and hardware systems. The role requires being in office three days a week and administering Google Workspace.