About the Position

SAP Business One Support Consultant – Applications and Integrations | SEIDOR One

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 organizations to overcome their challenges and achieve their goals.

Location: Johannesburg, ZA

Employment Type: FULL_TIME

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.
Analyze system behavior, 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 optimize 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 prioritize 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.

Requirements

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 environment as well as ability to handle high volumes.
Technical & Functional Proficiency:
- 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.

Key Attributes

Professionalism & Communication
Investigation & Analytical Thinking
Process & Accountability
Work Ethic & Self-Management
Adaptability & Learning
Teamwork & People Skills

We Offer

Competitive salary
Opportunity to work with leading SAP Business One technology
Professional development opportunities
Collaborative and dynamic work environment

About the Company

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.

SAP Business One Support Consultant – Applications and Integrations | SEIDOR One

Job description