Enterprise Systems Support Technician – Africa Region - CIMMYT at World Agroforestry Centre (ICRAF)

Duties and responsibilities

User Support.

• Provide first-level support to enterprise system users and ensure timely issue resolution.

 Training & Onboarding.

• Support onboarding and training of new staff on system usage.

Issue Management.

• Log, track, and escalate issues using the ticketing system.

Documentation.

• Create and maintain user documentation and reference guides.

Access Management.

• Handle role assignments and access requests in accordance with policy.

Testing & Rollout.

• Participate in UAT and support system/module rollouts.

Regional Support.

• Travel to country offices to deliver onsite support and training

Requirements

• Bachelor's in IT, Business Information Systems, Computer Science, or related field
• Certification in Microsoft Dynamics 365 or ERP systems
• ITIL Foundation or equivalent certification preferred
• Familiarity with ERP tools, Icertis, and ticketing systems
• Strong troubleshooting and diagnostics skills
• Understanding of business functions (HR, Finance, Procurement, Grants)
• Excellent communication and interpersonal skills
• 5+ years in enterprise systems support
• Experience working in multicultural, multi-country contexts
• Familiarity with Microsoft tools (Teams, SharePoint, Office 365).