General Objective / Purpose of the Role

• To ensure optimal functionality of the Odoo 16 ERP system by providing front-line and advanced user support, maintaining effective communication with external service providers, implementing system enhancements, and facilitating continuous improvement in ERP usage within the Chamber.

Reports to: Head, Information Technology

Supervises: IT Support Officers / IT Assistants

Key Responsibilities

Odoo 16 Issue Resolution (Tier 1 & 2 Support):

• Provide prompt and effective support for ERP-related issues across key business modules: Sales,
• Procurement, Inventory, Finance, Manufacturing, HR, CRM, etc.
• Troubleshoot system errors, user access challenges, configuration issues, and workflow breakdowns.
• Identify root causes and implement long-term fixes while preventing recurrences.
• Maintain a knowledge base of recurring issues, resolution strategies, and user FAQs.
• Offer ERP training and guidance to end-users to improve system adoption and productivity.

Liaison with Odoo 16 Service Providers:

• Serve as the primary contact for engaging ERP service vendors regarding system issues, upgrades,
• and functional improvements.
• Translate internal user needs into clear technical language for external providers.
• Monitor and track vendor performance against SLAs and escalate unresolved matters.
• Coordinate change requests, patch updates, and module implementation activities.
• Facilitate knowledge exchange between vendors and internal teams.

System Maintenance & Optimization:

• Conduct routine ERP health checks to ensure data accuracy, uptime, and system responsiveness.
• Collaborate with internal stakeholders to streamline business processes using ERP tools.
• Implement configuration changes, test updates, and manage sandbox environments.
• Enforce system security and ensure compliance with best practices in data management.

Documentation & Reporting

• Maintain detailed logs of support tickets, issue resolutions, and technical interventions.
• Produce monthly analytics reports on ERP usage trends, problem areas, and training needs.
• Document standard procedures and configuration manuals for both IT and end users.

Job Requirements

• Education: Bachelor’s degree in Computer Science, Information Technology, Information Systems, or related fields.
• Certifications: ERP-related certifications (e.g., Odoo, SAP, Microsoft Dynamics) are highly desirable.
• Experience: Minimum of 5 years’ experience in ERP systems administration, issue resolution and IT support roles, with demonstrable knowledge of Odoo 16 architecture and its key modules.

Technical Competencies:

• Hands-on experience with Odoo 16 administration, troubleshooting, and customization
• SQL, XML, and Python basics for diagnostics or reporting
• Familiarity with Linux server environments and version control tools (e.g., Git)
• Knowledge of database management and system performance tuning

Professional Attributes & Competencies

• Analytical Thinking: Strong root cause analysis and critical thinking for complex ERP issues
• Communication: Ability to convey technical solutions clearly to non-technical audiences
• Collaboration: Team-oriented with experience engaging cross-functional teams
• Accountability: Results-driven and committed to providing high-quality service
• Adaptability: Flexible to evolving business needs and technology environments
• Time Management: Able to prioritize tasks and work under tight deadlines
• Customer Orientation: Empathetic approach to problem solving and support delivery

go to method of application »