Job Title: IFS Support Engineer
Department: IT / Enterprise Applications
Location: London
Reporting To: IT Applications Manager / ERP Manager
Job Purpose
The IFS Support Engineer is responsible for providing technical and functional support for the IFS ERP system, ensuring system stability, performance, and continuous improvement. The role involves troubleshooting issues, supporting end users, and working closely with business stakeholders to optimise system usage.
Key Responsibilities
- Provide 2nd and 3rd line support for IFS Applications (IFS Cloud / IFS Applications 10 or earlier)
- Diagnose, troubleshoot, and resolve system issues within agreed SLAs
- Support incident, problem, and change management processes
- Work with business users to understand issues and provide effective solutions
- Perform system configuration, testing, and deployment of changes
- Support upgrades, patches, and system enhancements
- Write and optimise SQL queries for reporting and troubleshooting
- Monitor system performance and recommend improvements
- Maintain system documentation, including processes and technical specifications
- Liaise with third-party vendors and IFS support when required
- Provide user training and guidance where necessary
Key Skills & Experience
Essential:
- Proven experience supporting IFS ERP systems
- Strong knowledge of IFS modules (e.g., Finance, Supply Chain, Manufacturing, Projects)
- Experience with SQL and database management (Oracle / SQL Server)
- Understanding of ERP business processes
- Strong troubleshooting and analytical skills
- Experience with incident management tools (e.g., ServiceNow, Jira)
- Excellent communication skills and ability to work with non-technical users
Desirable:
- Experience with IFS Cloud architecture
- Knowledge of PL/SQL or scripting
- Experience with integrations (APIs, middleware)
- ITIL certification or experience working in ITIL environments
- Exposure to reporting tools (Power BI, Crystal Reports)
Qualifications
- Degree in Computer Science, Information Systems, or related field (or equivalent experience)
- Relevant certifications in IFS or ERP systems (desirable)
Personal Attributes
- Proactive and solution-oriented mindset
- Strong attention to detail
- Ability to work under pressure and manage multiple priorities
- Collaborative team player with a customer-focused approach
Key Performance Indicators (KPIs)
- Incident resolution time
- System uptime and performance
- User satisfaction
- Successful delivery of system improvements and changes
Additional Information
- May require occasional out-of-hours support for system upgrades or critical incidents
- Opportunity to work on ERP transformation and digital improvement initiatives
- Ref:
- 48926