Enterprise Systems Support Analyst

Job Posting Organization:
CIMMYT is a cutting-edge, non-profit, international organization dedicated to addressing the challenges of agricultural production systems, particularly in the Global South. Established with a mission to enhance the quantity, quality, and reliability of basic cereals such as maize, wheat, triticale, sorghum, and millets, CIMMYT operates in numerous countries, focusing on building strong partnerships to improve the livelihoods of resource-poor farmers. The organization aims to create a more productive, inclusive, and resilient agrifood system while adhering to planetary boundaries. With a commitment to applied agricultural science, CIMMYT plays a crucial role in fostering innovation and sustainability in agriculture, impacting millions of lives globally. For more information, visit cimmyt.org.

Job Overview:
The Enterprise Systems Support Analyst position at CIMMYT is designed for a highly motivated individual who will provide essential frontline user support for enterprise systems across various country offices in Asia. This role is critical in ensuring the effective adoption and usage of core platforms, including Microsoft Dynamics 365 (D365) and Icertis Contract Management. As the first point of contact for user support requests, the analyst will collaborate closely with Business Analysts and IT staff to resolve issues, guide users through processes, and ensure timely and accurate issue resolution. The position requires extensive training on key systems and involves supporting staff across multiple departments, including Finance, HR, Business Services, and Legal. The analyst will also be responsible for frequent travel to country offices within the Asia region to provide onsite support, training, and collaboration with local teams, making this role dynamic and integral to the organization's operations.

Duties and Responsibilities:
The duties and responsibilities of the Enterprise Systems Support Analyst include serving as the first-level support for users encountering issues with enterprise systems such as D365 and Icertis in the Asia region. The analyst will provide user guidance on business processes and technical steps for various systems and ERP modules, including Finance, HR, and Procurement. Responsibilities also include logging and tracking issues using the organization's ticketing system, escalating complex issues to second-level support or vendors as necessary, and working closely with Business Analysts and system owners to understand evolving business needs and processes. The analyst will support user role assignments, permission requests, and access management in accordance with organizational policies. Additionally, the role involves onboarding and training new staff on enterprise systems usage, maintaining user documentation, quick reference guides, and FAQs, monitoring system performance, identifying recurring issues, and participating in user acceptance testing (UAT) for system updates or new modules. The analyst will generate basic usage or performance reports to inform support strategies and coordinate with other regional and HQ support staff to ensure a consistent user experience and knowledge sharing. Frequent travel to country offices within the region is required to provide onsite system support, conduct training, or assist with system rollouts, along with performing any additional tasks related to enterprise system support as delegated by the supervisor.

Required Qualifications:
The required qualifications for the Enterprise Systems Support Analyst position include a Bachelor's degree in Information Technology, Business Information Systems, Computer Science, or a related field. Candidates should possess Microsoft Dynamics 365 or ERP system certification(s), and having an ITIL Foundation or equivalent service management certification is considered a strong advantage. Familiarity with ERP systems, particularly Microsoft D365 Finance & Operations, is essential, along with a basic understanding of systems like Icertis or similar contract management tools. The ability to perform basic troubleshooting and diagnostics on user-reported issues is necessary, as well as an understanding of key business functions such as finance, procurement, HR, and grants, and their associated processes. Experience using support ticketing systems like OTRS, Invgate, Jira, Freshdesk, or ServiceNow is also required.

Educational Background:
Candidates must have a Bachelor's degree in Information Technology, Business Information Systems, Computer Science, or a related field. Additional certifications in Microsoft Dynamics 365 or other ERP systems are highly desirable, as well as ITIL Foundation or equivalent service management certification, which is considered a strong advantage.

Experience:
The position requires a minimum of 5 years of experience in a systems support or enterprise application support role. Candidates should have experience supporting end-users in a multicultural, multi-country organization, which is crucial for understanding the diverse needs of users across different regions. Exposure to Microsoft environments, including Office 365, Teams, and SharePoint, is also preferred, as it enhances the candidate's ability to navigate and support the tools used within the organization.

Languages:
The mandatory language requirement for this position is proficiency in English, as it is the primary language of communication within the organization. Additional languages relevant to the regions where CIMMYT operates would be considered a strong asset, enhancing the candidate's ability to communicate effectively with diverse teams and stakeholders.

Additional Notes:
This position is offered as an initial fixed-term contract of 12 months, with the possibility of extension subject to performance and the continued availability of funds. CIMMYT provides an attractive remuneration package, which includes a range of benefits such as health insurance. Candidates interested in applying for the Enterprise Systems Support Analyst position (IN25162) must submit their applications online, including a CV with contact details of three work-related references and a cover letter. It is important to note that incomplete applications will not be considered, and only short-listed candidates will be contacted. CIMMYT is committed to fostering a multicultural work environment that values gender equality, teamwork, and respect for diversity, and encourages women to apply.