ERP Incident and Problem Management Specialist

Job Summary
The ERP Incident & Problem Management Specialist is responsible for managing and resolving ERP-related incidents and problems by applying ITIL frameworks and best practices. The role focuses on identifying root causes, implementing long-term solutions, and ensuring ERP system stability to support uninterrupted business operations.

Key Responsibilities
1. Incident Management
Utilize ITIL processes to track, prioritize, and resolve ERP-related incidents efficiently.

Ensure proper logging, categorization, and assignment of incidents.

Monitor incidents, escalate critical issues, and ensure timely resolution.

Conduct post-incident reviews to identify improvements and prevent recurrence.

2. Problem Management
Collaborate with technical teams to perform root cause analysis of recurring issues.

Develop and apply monitoring tools to proactively detect and address potential problems.

Conduct trend analysis and implement preventive measures to mitigate risks.

3. Stakeholder Communication
Provide regular updates to internal teams, end-users, and leadership on incident and problem statuses.

Offer interim solutions or workarounds when needed.

Lead periodic reviews with stakeholders to discuss performance, trends, and process improvements.

4. Documentation & Reporting
Maintain comprehensive records of incidents, root causes, solutions, and corrective actions.

Create detailed reports and maintain a knowledge base to aid future resolutions.

Track KPIs and analyze trends to identify recurring problems and recommend improvements.

5. Compliance & Best Practices
Ensure adherence to ITIL practices and internal standards.

Contribute to the development and enhancement of ITIL-aligned processes.

Mentor team members on incident and problem management practices.

Qualifications
Bachelor’s degree in Information Technology, Computer Science, or a related discipline.

7–10 years of experience in incident/problem management or IT service support roles.

ITIL v4 Foundation certification or higher is highly preferred.

Experience with incident management platforms (e.g., ServiceNow, Freshservice, Zendesk) is a plus.

Skills & Competencies
Strong analytical and problem-solving capabilities.

Excellent project management and organizational skills.

Effective communicator with both technical and non-technical stakeholders.

Ability to perform under pressure and manage shifting priorities.

Detail-oriented with strong documentation and reporting skills.

Team-oriented with a collaborative mindset.

High customer service orientation and focus on user satisfaction.