Medical Teams International
Salary Range: Please note the typical Hiring range is $65,000-$75,000 annually. Job offers within the range are based on relevant job qualifications and pay equity.
The ERP Technical Support Officer is responsible for maintaining, operating and improving Unit4 ERP System services which support the achievement of organization goals. The ERP Technical Support Officer is responsible for global ERP System which spans multiple enabling and front-line functions such as finance, procurement, HR, logistics and programs. The incumbent is responsible for managing and maintaining global ERP platforms and standards relevant to their area. The incumbent manages services provided to a global audience across multiple geographies. This role focuses on online-of-business applications, application architecture, data interfaces, business process automation, business intelligence, and access control.
Medical Teams International Calling:
Daring to love like Jesus, we boldly break barriers to health and restore wholeness in a hurting world.
ESSENTIAL DUTIES AND RESPONSIBILITIES
Unit4 Administration:
- Administers the set-up of new profiles, creates and updates access permissions and maintains user accounts.
- Installs, configures and maintains system hardware and software components of the ERP platforms.
- Documenting Unit ERP needs via business process analysis and consultation with stakeholders.
- Analyzing existing infrastructure and performing IT system enhancements.
- Writing customized reports and scripts, as well as configuring ERP applications to suit the needs of the organization.
- Developing user-friendly functionalities and interfaces.
- Preparing development progress updates and documenting ERP processes.
- Maintains tracking and configuration documentation and plans.
Performance Monitoring:
- Performs capacity workload modeling and availability analysis for Software-as-a-Service (SaaS) platforms and environments.
- Determines the required course of action to improve performance and escalates when appropriate.
- Develops, maintains, recommends, documents and supports tools and backend utilities to provide capacity planning management.
- Performs diagnostic tests and resolves issues to optimize performance.
- Keeps abreast of the latest ERP upgrades and offerings.
Computer Operations:
- Operates computer hardware systems, networks and related peripheral equipment.
- Monitors systems on a 24×7 schedule.
- Analyzes operational processes and recommends improvements.
- Performs maintenance procedures.
- Validates input and output data for completeness and accuracy.
- Analyzes job processes and recommends improvements.
- Reviews historical data for trend analysis.
Production Support:
- Provides Level 2 and Level 3 technical support and training ERP end-users.
- Troubleshoots escalated problems by analyzing root causes and evaluating multiple options.
- Researches, analyzes and implements software or process changes to rectify problems.
- Seeks technical assistance or escalates problem, when necessary.
Maintenance:
- Performs routine maintenance tasks for infrastructure systems such as backups, patch management and hot fixes.
- Monitors health of systems and provides appropriate recommendations, when required.
Continuous Improvements:
- Analyzes and reports on operational metrics to understand performance and to ensure success in process improvements.
Security:
- Advises IT Security, where needed, in investigations and/or audits of systems.
- Analyzes audit trails to detect systematic security violations.
- Reports security issues when appropriate.
- Adheres to security requirements.
Service Level Agreements (SLAS):
- Monitors production, outputs, and services to ensure that SLA’s, and other quality metrics, are being met.
Business Continuity:
- Administers archival activities such as installing, upgrading, configuring, and scheduling and monitoring, jobs.
- Performs data image archiving.
- Assures and manages fail-over capability of infrastructure platforms
Project Planning:
- Leads short-term project planning efforts with team members.
Research and Evaluation:
- Conduct the evaluation of future technologies and makes recommendations.
Documentation/User Guides:
- Documents new or modified functions, modules and test activities/results according to specified guidelines and on selected media.
Communications/Consultation:
- Supports and participates in the formal reporting of project status.
Testing:
- Develops test cases and files.
- Conducts testing to ensure requirements are met.
- Validates test results.
- Provides feedback on test results
Additional Responsibilities:
- Support safeguarding of program participants and employees through promoting an environment of awareness and upholding the code of conduct provisions of Medical Teams Protection from Sexual Exploitation & Abuse, Child & Vulnerable Adult protection, and harassment-free workplace policies.
- When appropriate, incorporate the use of volunteers in daily job functions.
- Other duties as assigned.
Qualifications
EDUCATION, LICENSES, & CERTIFICATIONS
EDUCATION:
Required:
- 4 year Bachelor’s degree in computer science or a related field.
- An equivalent combination of education and experience, substituting on a year-for-year basis.
LICENSURE:
Required:
- Valid Passport or ability to obtain one.
- Valid Driver License.
Preferred:
- Microsoft certification a plus, especially in cloud technologies
- Cisco certification a plus
EXPERIENCE
Required:
- At least 4 years’ experience as a Unit ERP specialist in a related industry.
- Preparation of training materials for non-IT users on various media
- Operating a helpdesk in a typical best practice Information Technology Infrastructure Library (ITIL) model
- Experience managing, communicating, and building relationships in a cross-cultural global environment
- A background in business administration, project management, or a related field will be advantageous.
Preferred:
- Previous experience within a non-profit organization, or geographically dispersed international organization.
KNOWLEDGE, SKILLS & ABILITIES
- Commitment to Medical Teams International Calling Statement and Values.
- Expert-level knowledge of Microsoft Azure, Windows Server, Active Directory, and related technologies.
- Advanced knowledge of Hyper-V server and storage virtualization.
- Advanced knowledge of backup methodologies.
- Experience with PowerShell scripting language – creating, modifying, testing and validation for basic and complex actions.
- Strong networking knowledge and skills, with the ability to configure and troubleshoot network equipment including switches, routers, firewalls, and access points in a distributed environment.
- Ability to troubleshoot hardware/software problems, and to set-up, install, configure, maintain, relocate, and/or repair server and network equipment.
- Ability to perform complex analysis of systems and monitor the ongoing performance of the infrastructure.
- Ability to work flexible schedule and weekends as needed.
- Proven ability to prioritize work, meet deadlines, and multi-task.
- Ability to handle multiple projects simultaneously; flexible.
- Ability to operate well in a fast-paced work environment with dynamic teams of staff and volunteers.
- Ability to travel internationally.
- Understanding of different audiences and how to communicate to them effectively.
- Ability to establish and maintain effective working relationships with employees, staff, and company officials.
COMPUTER SKILLS:
- Advanced abilities in Microsoft: Azure Services, Azure Active Directory, Active Directory, Exchange Server, SQL Server, SharePoint Server.
- Proficient in Microsoft Office: Word, Excel, PowerPoint, Visio, Outlook, OneNote, SharePoint, and Power BI.
- Experience working with Cisco Meraki network stack.
COMMUNICATION SKILLS:
Required:
- Fluent in English (written and spoken).
- Ability to communicate effectively both verbally and in writing.
Preferred:
- Proficient in Spanish or other applicable language.
PHYSICAL REQUIREMENTS & WORKING CONDITIONS
Physical Requirements:
- Frequent use of a personal computer, database and digital platforms, and other office productivity machinery, such as a copy machine and computer printer.
- Frequently uses hands, fingers, and arms to reach, handle, touch or feel equipment, medical instruments, materials, computer
- Frequent communication and exchange of information among colleagues and persons of concern which requires the ability to speak, hear, convey and express oneself.
- Frequent close vision and the ability to adjust focus.
- Occasionally ascends/descends stairs, steps, or ladder.
- Occasionally move about inside an office to access file cabinets, office machinery, meet with collogues, etc.
- The employee must occasionally lift and/or move up to 10 pounds.
- Seldom to occasionally positions self to Stoop, kneel, crouch, or crawl.
- If in travel status, occasional to frequent traversing over rough or steep terrain in either a motor vehicle or on foot.
Work Environment:
- The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
- The noise level in the work environment is usually moderately quiet.
- The employee may be required to travel to remote areas of the world where there are potential health hazards and risks, limited hygiene facilities, extreme hot or cold weather, and very basic living conditions.
BENIFITS
The following information outlines typical benefits available for US-based, regular employees scheduled 30 hours or more per week. Actual benefits may be prorated for other than full-time work.
- Excellent Medical, Dental, and Vision Insurance
- Flexible work schedule options
- Life insurance & AD&D
- Generous vacation time (20 days), sick leave (10 days), and 12 paid holidays per year
- 401k retirement plan
- Paid parental leave
- Employee Assistance Plan
For a full description of our benefits, you can learn more here.