Posted Jun 24, 2026 389 views
Point Group seeks a diligent Functional Support Specialist with at least one year of experience to enhance the efficiency of our IT support operations. This professional acts as a critical bridge between business users and technical teams, ensuring smooth workflows and optimal use of enterprise systems. The role demands expertise in user support and training, workflow optimization, and strong stakeholder communication to address service requests and resolve queries effectively. The ideal candidate brings hands-on experience with group business platforms like ERP and CRM, especially in environments spanning multiple locations or global operations. This position does not involve managing a team but requires strong individual contribution with problem-solving and critical thinking skills to provide exceptional functional support.
The Functional Support Specialist monitors and supports core business applications, collaborates closely with IT and business units, and maintains service quality by leveraging ITSM tools such as ServiceNow, Zendesk, Jira, and Freshdesk. The candidate must excel in understanding business processes to identify areas for workflow enhancement, enabling swift issue resolution and continuous improvement. The role promotes knowledge sharing among users through training and support activities, hence fostering user empowerment and strengthening system adoption across the company.
Responsibilities
- Provide frontline functional support for enterprise platforms, including ERP and CRM systems, resolving user inquiries and issues promptly.
- Manage service requests, escalations, and incident resolutions utilizing ITSM tools like ServiceNow, Zendesk, Jira, or Freshdesk to ensure accurate tracking and timely closure.
- Conduct user training sessions to enhance understanding and effective utilization of business applications.
- Collaborate with cross-functional teams and stakeholders to gather requirements and improve workflow processes for enhanced operational efficiency.
- Analyze business processes and system workflows to identify optimization opportunities that align with organizational goals.
- Communicate clearly with stakeholders at all levels to convey technical information and status updates effectively.
- Document user queries, troubleshooting steps, and resolution guidelines to build a comprehensive knowledge base.
- Assist in testing application updates or configuration changes to ensure continued system functionality and alignment with business needs.
- Support the implementation of new functionalities or modules within enterprise platforms, ensuring smooth transition and minimal disruption.
- Monitor system performance and user feedback to proactively address potential issues before they escalate.
Skills
Point Group
Point Group is a leading marketing services company specializing in the procurement, management, and delivery of end-to-end marketing solutions across Africa and the Middle East. With a robust presence in over 26 countries, including South Africa, Nigeria, Kenya, Egypt, Saudi Arabia, the UAE, and Pakistan, Point Group leverages its extensive regional and local expertise to deliver value to clients. As a strategic marketing services partner, Point Group collaborates with clients to create tailored solutions by integrating technology, data, and insights. Their offerings encompass point-of-sale merchandise, print, promotional materials, and the logistics, execution, and maintenance of marketing collateral for multinational corporations. With a procurement buying power exceeding $150 million, they have achieved significant client savings, often surpassing 25%. Point Group's commitment to effectiveness, efficiency, and ethics (E3) ensures exceptional ROI on clients' marketing investments. By seamlessly integrating marketing strategy with execution, they enable brands to make informed decisions and implement them effectively. For more information, visit www.pointgroup.biz.
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