{"id":3973203,"url":"https://alion.io/job/syspro-senior-support-analyst","title":"Senior Support Analyst","company":{"id":177608,"name":"SYSPRO","domain":"syspro.com","url":"https://alion.io/company/syspro","size_band":"51-200","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"HiBob","truth_index":null},"role":"Support","role_family":"Support","seniority":"senior","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["South Africa"],"countries":["ZA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":4,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"ITIL","optional":false},{"name":"Microsoft Office","optional":false},{"name":"MS SQL","optional":false}],"status":"live","first_seen_at":"2026-11-09T14:46:13Z","employer_posted_date":"2026-11-09","last_verified_at":"2026-11-09T17:01:05Z","board_verified":true,"closed_at":null,"days_open":0,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":0},"description":"Provide advanced technical support for complex ERP issues, mentor junior team members, and contribute to continuous improvement initiatives within Global Support Operations. The role is responsible for independently resolving sophisticated technical problems, supporting knowledge transfer across the team, and maintaining high standards of service quality for enterprise clients.Responsibilities\nResolve complex technical issues and advanced ERP support requests independently, achieving greater than 80% complex case resolution rate with a greater than 90% first-time fix rate and less than 6 hours average resolution time.\nProvide technical mentoring and guidance to Support Analysts and Junior Support Analysts, conducting a minimum of one knowledge transfer session per month and contributing to measurable improvement in junior analyst performance.\nContribute a minimum of 5 high-quality articles per month to the knowledge base and Support Extranet, maintaining greater than 90% positive feedback and ensuring the online help system and discrepancy database are accurate and up to date.\nMaintain and update the discrepancy database - raising, duplicating, documenting, and closing all events as per standard procedure, and referring unresolved issues to the relevant department timeously.\nParticipate in root cause analysis and problem management for recurring or complex issues, and support testing and validation of system updates, patches, and product pre-releases.\nHandle priority client issues and complex customisation problems, maintaining greater than 95% SLA adherence and greater than 4.0/5.0 client satisfaction for complex cases handled.\nCollaborate with development teams on enhancement requests, communicate software trends to the Support Services Manager, and support the release candidate programme.\nRequirements\nMinimum Level of Education Senior Certificate or NQF Level 4 equivalent\n Beneficial Qualifications \nBachelor’s degree in Computer Science or Computer Engineering; professional certifications in relevant ERP platforms; ITIL Foundation certification; Syspro ERP certifications\nMinimum ExperienceMinimum 4-6 years of experience in ERP technical support; 3-5 years in software design, testing, and/or troubleshooting; experience handling complex technical issues and system implementation or customisation\nCompulsory: proven Syspro ERP product experience\n Beneficial Experience\nSyspro ERP experience; experience mentoring junior team members preferred \nSpecial Skills and Knowledge\nAdvanced knowledge of ERP systems and business processes, with strong troubleshooting and analytical skills applied to complex, multi-layered technical issues.\nUnderstanding of system integration, data migration, programming languages, and scripting, with proficiency in Microsoft Office, Microsoft SQL, and Syspro Reporting Services.\nDemonstrated ability to conduct root cause analysis, manage complex escalations, and develop reusable solutions that reduce repeat case volume across the team.\nEffective technical mentor - able to guide, coach, and upskill Support Analysts and Junior Support Analysts through formal sessions and day-to-day technical support.\nStrong client advisory and communication skills, with the ability to manage enterprise client expectations and maintain high satisfaction scores across complex case types.\nOrganised, deadline-driven, and collaborative - able to manage a high volume of complex cases, contribute to knowledge management, and work effectively across a broad cultural spectrum.\nBenefits\n25 annual leave days\n30 days paid sick leave over 3-year cycle\nHybrid working environment (3 office days, with Tuesday and Thursday as mandatory)\nPension 10%\nMedical aid\nLife insurance\nIncome continuation protection\nFuneral Benefit\nProvident Fund Admin Fee\nGlobal Education Protection\nBonus/ commission programmes \nMaternity: 6 months at half pay \nPaternity: 2 weeks full pay\nEmployee Assistance Programme \nFree Barista Coffee Daily \nGym Facilities \nFree Daily Lunch \nFree Fruit on a Tuesday & Thursday","description_format":"text","description_chars":4044,"description_truncated":false,"requirements":{"experience_years_min":4,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"bachelor","optional":false},"security_clearance":false,"languages":[]},"benefits":["Annual leave","Hybrid work","Life insurance"],"hiring_locations":[{"name":"South Africa","iso":"ZA","kind":"country"}],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Software","ERP & Business Management Software","Manufacturing & Industrial Software"],"lifecycle":[{"event":"open","at":"2026-11-09T17:01:05Z"}],"visa":[],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":33,"reasons":["conf:1","win:early"],"computed_at":"2026-11-09T18:25:58Z"},"pay":null,"html_url":"https://alion.io/job/syspro-senior-support-analyst","json_url":"https://alion.io/job/syspro-senior-support-analyst.json","meta":{"generated_at":"2026-11-09T18:25:58Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":3081,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-11-10T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.1,"usd":0.01,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":177608},"rest":"https://alion.io/mcp/rest/get_company?id=177608"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fsyspro-senior-support-analyst"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":2,"usd":0.2},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fsyspro-senior-support-analyst"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.1,"usd":0.01},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fsyspro-senior-support-analyst"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/syspro-senior-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsyspro-senior-support-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3973203}},{"tool":"search_jobs","arguments":{"company":"syspro.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3973203},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); https://alion.io/mcp with an Alion account has everything. Docs: https://alion.io/developers"}}