ERP Support Consultant

Key Accountabilities

1. L1 ERP Application Support & Incident Management

• Serve as the first point of contact for Sage X3 ERP application issues and service requests, resolving L1 tickets within established SLAs.
• Perform initial diagnosis, reproduce issues, document findings, and escalate unresolved or complex cases to L2/L3 support, Sage principal, or implementation partners.
• Provide functional assistance across Finance, Procurement, Sales, Inventory and Supply Chain processes, including support during month-end and year-end closing.
• Build and maintain a knowledge base of recurring issues, resolutions and user guidance to improve first-contact resolution.

2. Progressive L2 Sage X3 Functional Support

• Develop deeper Sage X3 product and functional expertise through structured learning, hands-on support and knowledge transfer, progressively taking ownership of L2 cases.
• Investigate root causes, analyse configuration and process-related issues, and recommend sustainable fixes or workarounds.
• Perform functional configuration, master data setup and controlled system changes based on approved business requirements.
• Support enhancements, change requests, integrations and solution improvements by translating business needs into functional or technical specifications.

3. Testing, Change Management & User Enablement

• Test patches, fixes, upgrades, configurations and change requests before deployment.
• Coordinate and support User Acceptance Testing (UAT), defect tracking and sign-off with business users.
• Maintain user manuals, SOPs, troubleshooting guides and internal knowledge documentation.
• Conduct user training and provide hands-on guidance to improve adoption and correct ERP usage.

4. Project, Vendor & Continuous Improvement Support

• Support ERP implementation, enhancement and optimisation initiatives by tracking assigned activities, risks, issues and deliverables.
• Coordinate with Sage, external consultants, developers and third-party providers for defects, integrations, upgrades and complex support cases.
• Identify recurring support issues and opportunities for process improvement, automation and better use of Sage X3 capabilities.

Job Summary

• The ERP Support Consultant acts as a key link between business users and technical teams, providing functional application support and progressively developing deeper expertise in the Sage X3 ERP environment.

• Sage X3 experience is not mandatory, however, prior hands-on experience with other ERP systems is required. The role will initially focus on L1 support, including user assistance, ticket resolution, transaction guidance, incident triage and issue escalation. As Sage X3 product knowledge and functional capability develop, the role is expected to progressively take ownership of L2 support, including root cause analysis, functional configuration, troubleshooting, testing and resolution of more complex application issues.

• The position supports core business processes across Finance, Procurement, Sales, Inventory and Supply Chain,while contributing to system enhancements, change requests, user training, integration support and continuous process improvement.

• The role is intended to develop into a strong Sage X3 techno-functional support capability, with increasing ownership of application support and solution delivery over time.

Qualification

• Degree in Accounting / Business / Information Systems / related discipline.
• Professional certification in ERP / Project Management preferred.
• SAP FI certification / ERP product certification is an added advantage.

Desired experience/exposure

• Experience in ERP application support, maintenance, implementation or troubleshooting; Sage X3 experience is not mandatory, however, prior hands-on experience with other ERP systems is required. Candidates with experience in SAP, Oracle, Microsoft Dynamics, or other established ERP platforms are encouraged to apply.
• Exposure to ERP modules such as General Ledger (GL), Accounts Payable (AP), Accounts Receivable (AR), Banking/Cash Management, Purchasing, Sales, Inventory and Fixed Assets.
• Experience handling user support tickets, incident triage, issue escalation, root cause analysis and system troubleshooting.
• Experience supporting ERP enhancements, change requests, UAT, patches or system upgrades.
• Understanding of Procure-to-Pay (P2P), Order-to-Cash (O2C) and Record-to-Report (R2R) business processes.
• Ability and willingness to begin with L1 support responsibilities and progressively develop into L2 Sage X3 functional support expertise.
• Experience working with ERP vendors, implementation partners or technical teams is an added advantage.

Special skills required

• ERP Application Support & Incident Management
• Sage X3 Functional Knowledge / Ability to Develop Sage X3 Expertise
• Business Process Understanding and Mapping
• Functional Troubleshooting & Root Cause Analysis
• ERP Configuration & Master Data Management
• Business Requirement & Fit-Gap Analysis
• Functional Testing & UAT Support
• Change Request & Enhancement Support
• System Integration Understanding
• Process Improvement &Workflow Automation
• User Training & Documentation
• Stakeholder, Vendor &Partner Coordination