The posting
About SEIDOR
SEIDOR is a technology consulting firm that offers a comprehensive portfolio of innovation solutions and services aimed at customer experience, ERP, analytics, employee experience, cloud computing, workplace and cybersecurity, helping organisations to overcome their challenges and achieve their goals.
Industries: SEIDOR serves over 20 industries, including hospitality, food and beverage, healthcare, retail, manufacturing, wholesale and distribution, and professional services.
Clients: SEIDOR's services are aimed at large companies, SMEs, and both the public and private sectors.
Partnerships: SEIDOR is the world's number one SAP Business One partner. They have also partnered with Tonkean to bring AI-powered intake orchestration to their SAP service offerings.
Position Description
Play an important role within Africa’s leading SAP Business One Global Team.
The SAP Business One Support Consultant is responsible for providing high-quality, professional and efficient technical and functional support to local and international customers and end users across the SAP Business One solution stack, associated add-ons, integrations and supporting technologies.
The role requires a professional, detail-oriented and analytical individual who takes ownership of customer queries, follows established processes and instructions, and is able to independently investigate, seek to understand the issue, ask the necessary questions, diagnose and resolve issues. The successful candidate must be comfortable researching resolutions, technical documentation and knowledge resources before escalating matters or requesting assistance.
This is a dynamic support environment where priorities and technologies evolve continuously. The successful candidate must therefore demonstrate adaptability, initiative and a willingness to take on additional responsibilities as the business, customer requirements and Support Desk evolve.
The position is not limited to the responsibilities listed below. Additional duties, projects, technologies and areas of responsibility may be assigned by the Support Manager from time to time, in line with business requirements and the operational needs of the Support Desk.
Qualifications & Experience
- Matric / Grade 12 required.
- Certificate, Diploma or Degree in Information Technology, Computer Science, Business Information Systems, Accounting or a related field is advantageous.
- 3–5 years’ experience in an IT, ERP or software support environment.
- Certified SAP Business One Implementations consultant.
- Exposure to accounting and business management software.
- Experience working with Microsoft SQL Server and/or SAP HANA databases.
- Understanding of database concepts, troubleshooting and basic database administration.
- Working knowledge of networking concepts and the ability to perform structured technical investigations.
- Experience working with software integrations, add-ons and third-party applications is a must.
- Experience working within a structured Service Level Agreements environments as well as ability to handle high volumes.
Technical & Functional Proficiency
The successful candidate should have practical knowledge of, or exposure to the following: SQL Skills
SAP Business One & Core Technologies
- SAP Business One
- Service Layer
- SAP Business One Web Client
- B1iF
- SQL Database
- Windows Server
- SAP HANA Studio
- HANA SUSE
- Crystal Reports
- Advanced SQL Query Writing
- User Defined Fields, Objects and Tables
- Business Process Configuration and Troubleshooting
The ability to quickly learn and support new add-ons, integrations and technologies is essential.
Responsibilities
Customer Support & Issue Resolution
- Provide professional, high-quality support to local and international customers via email, telephone, Teams and other approved communication channels.
- Accurately understand, assess and document customer requirements and reported issues.
- Investigate SAP Business One and related component issues thoroughly and systematically.
- Diagnose and resolve technical and functional queries efficiently and within agreed SLAs.
- Take ownership of assigned tasks from initial investigation through to resolution or appropriate escalation.
- Ensure resolutions are accurate, sustainable and aligned with the customer's business requirements.
- Provide clear and professional communication throughout the support lifecycle.
- Manage customer expectations regarding investigation, resolution and expected timelines.
- Provide regular and meaningful progress updates where an issue cannot be resolved immediately.
Investigation & Problem Solving
- Conduct comprehensive root-cause investigations rather than relying solely on symptoms or assumptions.
- Review available documentation, previous resolutions, knowledge bases and internal resources before requesting assistance or escalating a task.
- Reproduce issues where possible and gather sufficient information to support an accurate diagnosis.
- Analyse system behaviour, configurations, data, integrations, logs and database information where applicable.
- Clearly document investigation findings, actions performed, results and recommended next steps.
- Identify recurring issues and opportunities for preventative action or process improvement.
- Escalate appropriately where an issue falls outside the Consultant's technical or functional scope, ensuring the escalation contains all relevant investigation information.
Collaboration & Escalation
- Work closely with Support Consultants, Implementation Consultants, Project Managers, Account Managers, Development teams and third-party suppliers.
- Provide complete and meaningful escalation information to ensure efficient handover and reduce unnecessary investigation duplication.
- Assist Consulting teams where support-related knowledge or technical input is required.
- Liaise with software vendors and solution providers when required to resolve customer issues.
- Contribute to the development and maintenance of internal knowledge bases, resolutions, SOPs and support documentation.
Customer Value & Continuous Improvement
- Identify opportunities to optimise customer use of SAP Business One and associated solutions.
- Proactively identify potential improvements, recurring issues and opportunities to add business value.
- Advise existing and prospective customers on appropriate SAP Business One functionality and integration options within the Consultant's area of expertise.
- Remain current with SAP Business One releases, technologies, add-ons, integrations and industry developments.
- Continuously develop technical and functional knowledge through self-learning, training, research and practical experience.
- Share knowledge and useful resolutions with the wider Support Team.
Support Desk Operations
- Manage assigned workload effectively and prioritise tasks according to business impact, urgency and SLA requirements.
- Meet agreed productivity, quality, response and resolution expectations.
- Maintain accurate and comprehensive task documentation.
- Follow Support Desk processes, SOPs, escalation procedures and communication standards and ticket handling processes.
- Ensure all customer correspondence remains professional, clear, accurate and appropriate.
- Participate in knowledge sharing, internal training and team initiatives.
- Assist colleagues and contribute positively to the overall effectiveness of the Support Desk.
- Perform additional duties, projects or responsibilities as reasonably assigned by the Support Manager based on operational and business requirements.
Key Attributes
- Professionalism & Communication
- Investigation & Analytical Thinking
- Process & Accountability
- Work Ethic & Self-Management
- Adaptability & Learning
- Teamwork & People Skills
Success in This Role
Success in this position is measured not only by the number of tasks resolved, but by the quality, accuracy and sustainability of the resolution, the quality of the investigation, professional customer communication, adherence to processes and SLAs, effective use of existing knowledge, and the Consultant's contribution to the overall success of the Support Team.
The successful individual will demonstrate ownership, accountability, continuous improvement and a customer-focused mindset, while maintaining the technical standards expected of a leading SAP Business One support organisation.
Flexibility & Scope of the Role
The responsibilities and technologies outlined in this job description represent the current requirements of the position and are not intended to be exhaustive.
As the organisation, customer requirements, technologies and Support Desk operating model evolve, the employee may be required to undertake additional reasonable duties, responsibilities, technologies or projects as directed by the Support Manager.
The ability and willingness to adapt to these changing requirements is considered an essential component of the role.
