Support Specialist

Job Title: ERP & Automation Support Specialist

Work Mode- Flexible

Experience-3 to 6 years

Location-Hadapsar, Pune

Budget- Upto 18 LPA

Position Overview:

Provide logic-driven, expert-level support for IFS ERP transactions, handling everything from basic tasks

to highly complex issues. This role also involves supporting key applications such as DocuSign, Power BI,

PL/SQL, OpenAI tools and automation platforms like Zapier, n8n, and Power Automate. Ideal candidates

stay current with technology updates and thrive in a global, multi-shift environment.

Key Roles and Responsibilities:

• Resolve severe-complexity support tickets related to IFS ERP—including transaction

workflows, user authorizations, data integrations and reporting logic.

• Provide expert support for automation and analytics tools, specifically:

o DocuSign digital signature workflows.

o Power BI reporting integrations with IFS ERP, including iFrame embedding in IFS

Cloud/Aurena Web Client.

o Script-based troubleshooting using PL/SQL or equivalent.

o OpenAI tools (e.g., ChatGPT, RAG systems) for support automation and knowledge

management.

o Automation platforms such as Zapier, n8n, and especially Power Automate, with

proven capability to integrate with IFS via SOAP Gateway or custom APIs .

• Keep systems updated with the latest patches, releases, and enhancements for IFS and

associated tools.

• Manage rotating global support shifts to ensure seamless operation across Romania, China,

and India.

• Document incident root causes, solutions, and maintain accurate knowledge base articles and

guides.

• Escalate unresolved or mission-critical issues to Level 3 support while ensuring clear

communication and SLA adherence.

Required Skills:

• Language Proficiency: Fluent in English (written & verbal); other languages are a plus.

• IFS ERP: Minimum 3 years of experience in support or administration, handling transaction

configurations, integrations, user roles and workflows.

• DocuSign: Experience configuring and troubleshooting electronic signature workflows.

• Power BI: Practical experience embedding or integrating Power BI dashboards with IFS Cloud or

IFS Applications (IEE)

• PL/SQL: Solid database scripting skills for diagnostics and data operations.

• AI Tools: Familiarity with OpenAI technologies or RAG-style automation.

• Automation Platforms: Hands-on experience with Zapier, n8n, and Power Automate, including

building flows that connect with IFS Cloud through SOAP Gateway or REST APIs.

• Shift Experience: Proven ability to operate in a rotating-shift setup across multiple time zones.

• Soft Skills: Excellent analytical thinking, strong documentation, customer service orientation,

and communication skills.

Preferred Qualifications

• Experience with IFS Cloud, data migration projects or IFS reporting tools.

• Familiarity with ITSM platforms like ServiceNow or Jira.

• Prior involvement with AI-powered service desks or RAG-based support systems.

• Recognized for proactive problem ownership, SLA focus and quality-driven support