ERP Support Analyst

We’re Hiring: ERP Support Analyst!

Looking for a role that fosters collaboration, creativity and career growth in a vibrant office environment? We got you covered!

We are currently on the lookout for a new ERP Support Analyst to join our team at Cloudstaff, the #1 workplace everywhere! Think you qualify for the role? Attach a 1-2 minute video intro and introduce yourself to us so we can meet you virtually. Attach this together with your updated CV to become a priority applicant!

Role : ERP Support Analyst

Work Arrangement : Work from Home

Location : Any CS Branch - Ortigas / Makati / Pampanga / Cebu / Davao / Mabalacat / Angeles (Pampanga)

Schedule : Morning Shift

Job Description:

The Internal Application Support Analyst is responsible for actively resolving and managing day-to-day Jira IAS tickets, with a strong emphasis on hands-on support for Pronto and other core business applications.

This is a delivery role, not an administrative or coordination-only function. The role exists to close tickets end-to-end, reduce repeat issues, and apply our company’s IAS operating model to ensure consistent, predictable BAU support outcomes.

The role operates within the documented IAS BAU Operating Model, Ticket Priority Rules (P1–P4), and Service Level Agreements & time tracking standards.

Key Tasks and Accountabilities 

1. Ticket Triage and Resolution

• Triage all incoming IAS Jira tickets in line with the IAS BAU Operating Model

• Personally resolve a significant proportion of tickets, particularly Pronto access and configuration requests, ERP data corrections and investigations, scheduling and operational system issues, and standard reports, extracts, and reconciliations

• Only escalate or hand off tickets that require specialist or vendor intervention

• Maintain ownership until resolution - tickets are not ‘triaged and forgotten’

2. ERP / Pronto Application Support (Core Requirement)

• Act as a hands-on Pronto support resource including user access and role management, data investigation and correction, understanding upstream/downstream impacts (e.g. Assignar → Pronto flows), and supporting finance and operations users with day-to-day ERP issues

• Liaise with vendors where required but retain accountability internally

• Contribute to improving ERP stability, usability, and support documentation

3. Priority Classification and Decision-Making

• Independently assign P1–P4 priority in line with IAS Priority Rules

• Push back on incorrectly framed ‘urgent’ work

• Make clear, documented decisions that stand up to scrutiny

4. SLA Delivery and Time Tracking

• Meet SLA targets through effective triage, actionable resolution, and early escalation where required

• Log all time and effort accurately against tickets in Jira

• Support evidence-based reporting on BAU workload and capacity

5. Pattern Recognition and BAU Reduction

• Identify recurring tickets and underlying root causes

• Actively contribute to automation initiatives, process fixes, known issue registers, and self-service improvements

• Accountable not just for fixing issues but for reducing the volume of future tickets

• Documentation creation for processes

Qualification and requirements:

• Tertiary qualification in Information Technology, Business Information Systems, or a related discipline (or equivalent experience). ITIL Foundation certification desirable but not essential.

Skills

• Demonstrated ability to investigate, troubleshoot, and resolve ERP application issues independently

• Strong Jira (or equivalent) ticketing discipline including triage, prioritisation, and time tracking

• Confident decision-making on ticket priority and scope

• Clear written and verbal communication with both technical and non-technical stakeholders

• Pattern recognition – ability to identify recurring issues and contribute to root cause elimination

• Comfort working across multiple integrated systems simultaneously

Experience

• Hands-on experience resolving ERP application support issues (Pronto or any ERP platform highly desirable)

• Background in application or business systems support within an operational environment

• Experience supporting operational systems in asset- or service-based businesses (desirable)

• Familiarity with Assignar, UKG Ready, ERP platforms, or similar operational platforms (desirable)

• Exposure to Power BI, reporting, or data extraction tools (desirable)

• Experience working in a BAU + project hybrid IT environment (desirable)

Non-negotiable skills & requirements:

• Atleast 3 years relevant experience in ERP Finance Application Support 

Perks & Benefits (Work From Home):

• Comprehensive health and life insurance on your 16th day of employment, covering 1 free dependent on the 16th day of employment
• Flexible leave credits which may be used for vacation, emergency and sick leaves
• Quarterly perks boxes for WFH staff, offering groceries and snacks to keep you fueled Superb and exciting Mid-Year Parties – with items to give away and cash prizes!
• Endless opportunities for career advancement
• Annual Performance Review with Salary Increase
• We set you up for success with a company-provided PC/Laptop and fiber internet connection
• Tech-on-wheels Support
• Participate and join our CS Social Clubs and Special Interest Groups to connect with colleagues
• International career growth and connections
• Unlimited cash incentives for hired referrals
• Mental Wellness Employee Assistance program through Lifeworks
• In-house psychiatrist available to support employees' well-being
• Become part of the Employee Share Units program
• Cloudstaff Dream Points - To be used for bidding useful items like appliances, kitchenettes etc.

• Cloudstaff : Build Your Career, Anywhere
• Established in 2005, Cloudstaff is a leading outsourcing company that empowers businesses to thrive through smarter talent solutions. We're passionate about creating a work environment that fosters your professional growth and overall well-being.

• Why Cloudstaff is the #1 Workplace?
• • Award-winning Culture: We're committed to building the #1 Workplace Everywhere, with a proven track record of staff engagement initiatives and industry recognition
• • Invest in You: We support your development through comprehensive training programs, mentoring and opportunities for career advancement
• • Thrive as an Individual: We offer a strong work-life balance with flexible schedules, meaningful perks and a collaborative team environment.
• **To become a priority applicant, please share a 1-2 minute video introduction detailing you experience in this specific role.