About the Role
We are a global group of businesses with a significant and growing ERP user base. Currently, our ERP platform is implemented across a dozen business units and is used by close to 200 users globally. The system is supported by a small, high-performing team based in Auckland.
We are looking for a proactive and detail-oriented Business Analyst to join our team. In this role, you will be a key point of contact for day-to-day system support, bringing both technical awareness and strong communication skills to every interaction.
You will work alongside our Senior Business Analyst, acting as the bridge between our business users and our external support partner, ensuring that issues are resolved efficiently, system changes are thoroughly tested, and the ERP environment continues to meet the evolving needs of the organisation.
Key Responsibilities
Helpdesk & Support Management
Serve as the initial point of contact for ERP-related user queries and system issues, triaging and prioritising tickets effectively
Work to resolve support tickets, ensuring issues are acknowledged and progressed through to timely resolution
Liaise with the external support partner where required, clearly communicating business requirements and issue details to ensure fit-for-purpose solutions
Maintain accurate records of issues, resolutions, and outstanding items to provide visibility across the team
Testing & Quality Assurance
Support testing of system updates, configurations, and workflow changes prior to deployment
Develop and execute test plans and scripts to ensure changes meet business requirements and avoid unintended impacts
Document test outcomes and work with support partners to resolve defects or discrepancies
Business Analysis
Translate complex business scenarios and technical issues into clear, concise documentation for both business users and technical stakeholders
Maintain Standard Operating Procedures to support users globally
Support the scoping and delivery of system enhancements aligned to business objectives
Engage stakeholders to understand requirements, challenges, and opportunities for process improvement
User Engagement & Communication
Build strong relationships with end users, acting as a trusted point of contact for system-related matters
Produce user-friendly documentation, guides, and communications to support system changes and improvements
Skills & Experience
Essential
Proven experience as an IT Business Analyst, ideally within a finance or operations environment
Strong analytical and problem-solving skills with high attention to detail
Experience working with ERP systems, including exposure to workflows, reporting, forms, and general system administration
Ability to communicate complex technical and business concepts clearly to a range of stakeholders
Experience working within or alongside a support/helpdesk function
Customer-focused mindset with a proactive, can-do attitude
Ability to manage multiple priorities and work effectively under pressure
Desirable
Experience working with third-party ERP support or implementation partners
Familiarity with reporting tools, forms, and role-based access/configuration
Exposure to change management and User Acceptance Testing (UAT) processes
Experience producing process documentation
Personal Attributes
Positive and collaborative — brings energy and optimism, even in challenging situations
Detail-oriented — takes pride in accuracy and quality
Customer-focused — prioritises the needs of internal users
Clear communicator — simplifies complex ideas effectively
Tenacious — takes ownership and follows issues through to resolution
Adaptable — thrives in a fast-paced, evolving environment
How to Apply
Candidates will be shortlisted as applications are received, so apply now.
Apply via this job post or email Josh at josh@84recruitment.co.nz
