{"id":3973202,"url":"https://alion.io/job/syspro-support-analyst","title":"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":"junior","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":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Microsoft Office","optional":false},{"name":"MS SQL","optional":false}],"status":"live","first_seen_at":"2026-11-09T14:46:39Z","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 assistance, advice, and solutions for standard to moderately complex ERP issues, ensuring timely resolution of client requests in line with defined service level agreements. The role is responsible for maintaining accurate case records, contributing to the team knowledge base, and supporting continuous improvement initiatives within Global Support Operations.Responsibilities\nResolve standard to moderately complex technical ERP issues and support requests within defined SLA timeframes, maintaining greater than 90% case resolution rate and greater than 85% quality rating.\nDocument solutions thoroughly and contribute a minimum of 2 articles per month to the knowledge base, publishing well-researched information to the Support Extranet and ensuring the online help system is accurate and up to date.\nMaintain and update the discrepancy database - raising, duplicating, documenting, and closing all events as per standard procedure, and ensuring timely referral of unresolved issues to the appropriate party.\nHandle client communications professionally, providing proactive status updates, managing expectations throughout the resolution process, and maintaining greater than 3.8/5.0 client satisfaction.\nFollow established procedures and escalation protocols, ensuring issues beyond scope are referred promptly and accurately to Senior Support Analysts or the Cluster Lead.\nSupport testing of system updates and maintenance activities, assist with user training and documentation creation, and liaise with the software development team to redirect issues to the relevant parties.\nContribute to team meetings, process improvement suggestions, and cross-functional learning initiatives, and participate in weekend or holiday support rotation as required.\nRequirements\nMinimum Level of Education NQF Level 4 / Senior Certificate as a minimum requirement\n Beneficial Qualifications \nBachelor’s degree in Computer Science or Computer Engineering; Syspro ERP certifications\nMinimum Experience \n2-3 years of experience in software design, testing, and/or troubleshooting; experience in customer service or client-facing roles; experience with ticketing systems and case management tools\nCompulsory: proven Syspro ERP product experience\n Beneficial Experience \nSyspro ERP experience preferred\nSpecial Skills and Knowledge \nGood understanding of ERP systems and business processes, with solid troubleshooting and problem-solving skills encompassing conceptual understanding, analysis, debugging, and solution provision.\nProficiency in Microsoft Office, Microsoft SQL, and Syspro Reporting Services, with basic knowledge of database concepts, reporting tools, and system administration.\nExperience with ticketing systems and case management tools, with the ability to maintain accurate records and follow established escalation procedures consistently.\nStrong client communication skills - able to manage expectations, provide clear and timely status updates, and maintain professionalism in all client-facing interactions.\nOrganised and detail-oriented, with the ability to manage multiple open cases simultaneously and meet tight SLA deadlines without compromising quality.\nCollaborative team player with the ability to work effectively across a broad cultural spectrum and contribute to knowledge sharing and continuous improvement initiatives.\nBenefits\n25 annual leave days\n30 days paid sick leave over 3-year cycle\nHybrid working environment (3 office days as determined by the function/ manager)\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":3862,"description_truncated":false,"requirements":{"experience_years_min":2,"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","comp:junior"],"computed_at":"2026-11-09T18:25:29Z"},"pay":null,"html_url":"https://alion.io/job/syspro-support-analyst","json_url":"https://alion.io/job/syspro-support-analyst.json","meta":{"generated_at":"2026-11-09T18:25:29Z","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":3056,"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-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-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-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-support-analyst\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fsyspro-support-analyst"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":3973202}},{"tool":"search_jobs","arguments":{"company":"syspro.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":3973202},"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. 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