Maconomy SME

Who We Are At Kyndryl, we run and reimagine the mission-critical technology systems that drive advantage for the world's leading businesses. We are at the heart of progress; with proven expertise and a continuous flow of AI-powered insight, enabling smarter decisions, faster innovation, and a lasting competitive edge. For our people-Kyndryls-that means doing purposeful work that powers human progress. Join us and experience a flexible, supportive environment where your well-being is prioritized and your potential can thrive. The Role Your Role: Monitor and manage incoming tickets, ensuring all incidents and service requests are logged, categorized, and prioritized appropriately. Accurately determine issue severity and complexity to classify as Level 1 or Level 2. Escalate unresolved issues to higher-level teams or external vendors while maintaining ownership until resolution. Issue Triage and Resolution: Conduct initial investigation and root-cause analysis for reported incidents. Troubleshooting and Analysis: Diagnose technical and functional issues in modules including AP, AR, GL, FA, HR, Banking, and others. Customer Communication: Maintain professional and timely communication with users, keeping them informed about issue progress and resolution timelines. Translate technical findings into user-friendly language to ensure clarity. As a valued member of our team, you will provide work estimates for assigned development work, and guide features, functional objectives, or technologies being built for interested parties. Your contributions will have a significant impact on our products' success, and you will be part of a team that is passionate about innovation, creativity, and excellence. Above all else, you will have the freedom to drive innovation and take ownership of your work while honing your problem-solving, collaboration, and automation skills. Together, we can make a difference in the world of cloud-based managed services. Your Future at Kyndryl The career path ahead is full of exciting opportunities to grow and advance within the job family. With dedication and hard work, you can climb the ladder to higher bands, achieving coveted positions such as Principal Engineer or Vice President of Software. These roles not only offer the chance to inspire and innovate, but also bring with them a sense of pride and accomplishment for having reached the pinnacle of your career in the software industry. Who You Are You're good at what you do and possess the required experience to prove it. However, equally as important - you have a growth mindset; keen to drive your own personal and professional development. You are customer-focused - someone who prioritizes customer success in their work. And finally, you're open and borderless - naturally inclusive in how you work with others. Required Technical and Professional Expertise 3-4 years of experience in a Support Analyst or similar role. Proven experience in ERP system support, particularly Maconomy. Comprehensive knowledge of Maconomy Financials modules, including: Accounts Payable (AP), Accounts Receivable (AR), General Ledger (GL), Fixed Assets (FA), Human Resources (HR), Sales Orders, Timesheets, Expenses, Contract Management, Subscriptions, Reporting, and Banking. Hands-on experience with ticketing and incident tracking systems (e.g., ServiceNow, Jira). Familiarity with ITIL best practices and frameworks. Preferred Technical and Professional Experience ITIL Foundation Certification or equivalent. Training or certification in Maconomy Financials is an added advantage. Skilled in creating clear, user-friendly documentation and reports. Excellent verbal and written communication skills for engaging with technical and non-technical stakeholders. Strong analytical skills to identify root causes and implement effective solutions. Ability to balance multiple priorities while maintaining a focus on quality and deadlines. Bachelor's degree in Computer Science, related technical field,