Application Support Coordinator

Overview

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The ERP & Application Support Coordinator provides day-to-day assistance to internal business units in using Fidelity Building Services Group's ERP and mobile applications (Wennsoft / GP and MobileTech). This role focuses on handling support tickets, assisting with onboarding and training, maintaining user access, and ensuring smooth operation of core systems. The Coordinator will collaborate closely with the ERP & Application Support Lead, IT, and business units to deliver reliable, timely, and professional support to employees across the organization.

Responsibilities

• Act as the first point of contact for ERP and MobileTech user support questions, troubleshooting issues, and escalating complex cases as needed.
• Monitor, track, and respond to support tickets submitted through Jira to ensure timely resolution.
• Assist with onboarding and offboarding users, coordinating with Payroll, IT, and business unit managers.
• Create and manage MobileTech user accounts, permissions, and system access requests.
• Support the maintenance of SRS report subscriptions and assist users with report access.
• Help develop and update training materials, user guides, and system FAQs.
• Assist in tracking and reporting key support metrics (ticket response times, onboarding completion, etc.).
• Participate in ERP and MobileTech system testing during updates or process changes.
• Provide administrative support for new company integrations during mergers and acquisitions.
• Partner with internal teams to identify opportunities for improving workflows, documentation, and user support.

Qualifications

Preferred Qualifications

Additional Details

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