ERP Support Specialist

Organization description The Partnership for Supply Chain Management (PFSCM) strengthens, develops, and manages secure, reliable, cost-effective, and sustainable global supply chains to improve the health and well-being of people in low- and middle-income countries through increased access to quality and affordable health products. We help governments, non-profit organizations, and humanitarian agencies to achieve their public health goals through cost-saving procurement, efficient logistics, pharma-grade storage, last-mile delivery solutions, and real-time data tracking. PFSCM demonstrates its commitment to customer satisfaction and service excellence by upholding an ISO 9001:2015 certified Quality Management System that underpins all our processes, systems, and services.

PFSCM is a subsidiary of one of the leading international health consultancy organizations in the US — JSI Research & Training Institute, Inc. (JSI). In addition to our project management headquarters in Washington D.C., in the U.S., and our operational facility in Woerden, in the Netherlands, we have access to 50 other JSI offices around the world.

Within PFSCM’s global structure, approximately 125 seconded staff members from more than 50 countries contribute to the impact achieved through PFSCM’s services. PFSCM’s diversity of thought and culture allows us to engage fully with our clients and each other. We believe we can achieve our mission by upholding our purpose- and results-driven cultural style. We do this by creating an environment where staff can demonstrate our cultural values of collaboration, learning, proactivity, problem solving, and outcome orientation on a daily basis.

Overall responsibilities The ERP Specialist is responsible to provide support to internal and external users to use PFSCM ERP effectively in order to fulfill business objectives. The Specialist will assist the ERP Product Owner with system upgrades, conduct testing, and user-training. The Specialist is expected to evaluate, respond, and troubleshoot ERP application issues in a timely, professional, and concise manner. Through thorough detail-orientation and proactive problem solving the Specialist will bridge business operations and software.

Specific responsibilities

• Provide support to ERP related issues and ensure that all tickets are properly triaged, documented, and prioritized in the ticketing system (Jira).
• Manage, track, and provide solutions to reported issues.
• Assist in analysis of existing business practices and mapping those practices and procedures to the existing functionality within the ERP.
• Assists in the ERP system upgrades.
• Provide references for users by writing and maintaining user documentation and providing technical system support.
• Provide backup to ERP Product Owner.

QUALIFICATIONS

Professional and Technical Knowledge

• Bachelor’s Degree in related field, or equivalent experience.
• 5+ years’ operational business experience in international trading and/or transportation industries required.
• Experience with an ERP in a wholesale or logistics environment preferred.
• Experience working with operations teams to gather system requirements.
• Familiarity with supply chain management and international logistics is a plus.
• Must be eligible to work in the Netherlands.
• Willingness and availability to travel, and perform other duties as needed.

Interpersonal skills/Communication

• Fluency in English is required, including reading, writing, speaking, and listening.
• Demonstrated interpersonal skills with customer service experience and an ability to work across disciplines and in diverse locations internationally.
• Team player who is also able to work independently and handle conflicting priorities while maintaining consistent, quality performance standards.

Continuous improvement/Innovative

• Experience with continuous improvement initiatives and change management activities.
• Affinity for identifying and championing new ideas and process improvements.

Priority Setting, Problem Solving, & Detail Orientation

• Analytical and solution oriented with a high sense of quality, attention to detail, accuracy, efficiency, and meeting tight deadlines.
• Strong organizational skills and ability to perform multiple tasks simultaneously, set priorities, and work in a team with diverse cultural backgrounds.