A Support Engineer will almost certainly specialise in a specific area of the ERP. They will need a degree of knowledge of how to configure an ERP, similar to a Functional Lead. There is an element of cross-over between these two roles.
Required Skills
Communications
Striving for customer excellence through collaborating with others, showing excellent communication skills, showing care, empathy, inclusivity, understanding and acting on customer needs.
Required Skill Level
Working: Actively applies knowledge and skills across a broad range of settings.
Data Use
Uses data and insight effectively to monitor operational performance and to inform problem solving, decision making, considering benefits and risks to service delivery.
Required Skill Level
Working: Actively applies knowledge and skills across a broad range of settings.
Delivery
Manages demand and resource, ensuring attention to detail and stakeholder needs are met. Taking decisions in complex environments in a timely manner balancing the risks of decision making at pace with available data and potential impacts.
Required Skill Level
Working: Actively applies knowledge and skills across a broad range of settings.
ERP Management
Manage the ERP successfully to meet the needs of the organisation. Maintains an excellent working relationship with HR and Finance leadership teams. Meets service level agreements for support. Manages system updates effectively. Delivers continuous improvement.
Required Skill Level
Awareness: Has a basic knowledge and capability to apply the skills with some or limited support and guidance.
ERP Configuration
This skill requires technical knowledge of how to configure the ERP to achieve the required business capability. This needs to be complemented by business knowledge of the functional area. It also requires the experience and people skills to advice customers with confidence and sensitivity.
Required Skill Level
Practitioner: Has an in-depth knowledge and understanding of the skills, applying them across the majority of complex work areas.