ERP Regional Support Specialist

Job Posting Organization:
CIMMYT is a cutting-edge, non-profit, international organization dedicated to addressing the challenges of agricultural production systems, particularly focusing on basic cereals such as maize, wheat, triticale, sorghum, and millets. Established with the mission to enhance the quality, quantity, and reliability of these production systems, CIMMYT operates primarily in the Global South. The organization is committed to improving the livelihoods of resource-poor farmers by fostering strong partnerships and promoting sustainable agricultural practices. CIMMYT's work is crucial in building resilient agrifood systems that can thrive within planetary boundaries, thereby contributing to security" style="border-bottom: 1px dotted #007bff !important;">security" style="border-bottom: 1px dotted #007bff !important;">food security and agricultural sustainability. The organization employs a diverse workforce and operates in multiple countries, focusing on innovative agricultural science and technology to solve pressing global food challenges.

Job Overview:
The ERP Regional Support Specialist position at CIMMYT is designed for a highly motivated and results-oriented professional who will provide essential support and coordination for ERP systems across regional operations. This role is pivotal in ensuring the smooth functioning of ERP processes, offering user support, troubleshooting issues, maintaining data accuracy, and ensuring compliance with organizational standards. The specialist will collaborate closely with cross-functional teams to facilitate system implementation, drive process improvements, conduct user training, and manage regional ERP activities efficiently. The position requires a proactive approach to problem-solving and a commitment to enhancing the user experience within the ERP framework.

Duties and Responsibilities:
The ERP Regional Support Specialist will be responsible for delivering high-quality functional support to users in regional and country office teams, which are the primary customers of this role. Key responsibilities include providing support for D365 and other enterprise systems such as Icertis Contract Lifecycle Management, Customer Engagement, Concur Travel and Expense, and Sapience. The specialist will assist staff remotely through ticketing systems, calls, and online communication, and will also provide on-site support during field visits when necessary. Monitoring Tier 1 and Tier 2 support queues, ensuring timely follow-up, and escalating cases to higher tiers or development teams when appropriate are crucial tasks. The role involves troubleshooting issues, identifying root causes, guiding users through solutions, and documenting all actions in the support system. Additionally, the specialist will deliver training to regional and country teams through virtual sessions, classroom workshops, and one-on-one coaching. Maintaining accurate and practical training materials, contributing to the internal knowledge base, supporting onboarding of new employees, and participating in system enhancement projects are also part of the responsibilities. The specialist will promote CIMMYT values such as teamwork, accountability, inclusion, service, and continuous learning, while performing other tasks that support CIMMYT’s digital and operational goals.

Required Qualifications:
Candidates must possess a Bachelor’s degree or equivalent experience in information systems, business administration, finance, or a related field. A minimum of four years of experience in ERP support, help desk operations, project coordination, finance, accounting, or similar roles is required. A strong understanding of ERP systems, particularly Microsoft Dynamics 365, is essential. Experience with Icertis, Customer Engagement, Concur, Sapience, or systems related to subgrants or grant management is advantageous. The ability to learn new systems quickly and apply knowledge effectively in daily support is crucial. Candidates should have experience preparing training materials and delivering training in both virtual and in-person formats. A strong customer service orientation, clear communication skills suited for users with varied technical backgrounds, and familiarity with service management tools such as ServiceNow/OTRS/Fresh Desk are preferred. Strong analytical thinking, problem-solving skills, attention to detail, and the ability to manage multiple tasks while adapting to changing needs in a multicultural environment are also required. Demonstrated integrity and a collaborative working style are essential attributes for this role.

Educational Background:
The educational background required for the ERP Regional Support Specialist position includes a Bachelor’s degree or equivalent experience in fields such as information systems, business administration, finance, or related disciplines. This educational foundation is critical for understanding the complexities of ERP systems and effectively supporting users in various operational areas.

Experience:
The position requires at least four years of relevant experience in ERP support, help desk operations, project coordination, finance, accounting, or similar roles. This level of experience is necessary to ensure that the candidate is well-equipped to handle the responsibilities of the role and provide effective support to users across regional and country offices.

Languages:
While the job description does not specify mandatory languages, proficiency in English is likely essential given the international nature of CIMMYT's operations. Additional language skills may be beneficial, particularly in languages relevant to the regions where CIMMYT operates, enhancing communication with diverse teams and stakeholders.

Additional Notes:
The position is offered as an initial fixed-term contract of 12 months, with the possibility of extension based on performance and the continued availability of funds. CIMMYT provides an attractive remuneration package, including health insurance and other benefits. Candidates must apply online for the position and ensure that their applications include a CV with contact details of three work-related references, along with a cover letter. Incomplete applications will not be considered. This position is recruited locally, and applicants must have the legal right to work in India at the time of application, as CIMMYT does not provide visa sponsorship or work permit support for locally recruited staff roles. Only short-listed candidates will be contacted, and CIMMYT is committed to fostering a multicultural work environment that values gender equality, teamwork, and respect for diversity, encouraging women to apply.