Jesta I.S.

Analyst

• Serve as a primary point of contact for incoming client support requests via phone, email, and web channels.
• Independently resolve the majority of Level 1 technical issues within defined SLA targets.
• Provide technical assistance related to software, hardware, ERP usage, and basic networking issues.
• Accurately log, update, and maintain tickets with complete client, troubleshooting, and resolution details.
• Professionally manage multiple concurrent calls and tickets, including prioritization, holds, callbacks, and follow‑ups.
• Follow documented troubleshooting steps and escalation procedures, escalating critical or after‑hours issues when required.
• Ensure consistently high‑quality ticket documentation, including steps taken and final resolutions.
• Identify recurring issues and contribute to continuous improvement initiatives, documentation updates, and process enhancements.
• Create and update knowledge base articles based on resolved issues to improve first‑contact resolution.
• Participate in internal projects and operational initiatives during periods of lower call volume.
• Begin handling a defined percentage of Level 2‑type tickets under guidance and support escalation activities as needed.

Service Desk Analyst

Solutions Engineer

• Lead business process analysis and requirements gathering with client stakeholders
• Design, document, and validate functional ERP solutions aligned with business needs and best practices
• Facilitate functional workshops, discovery sessions, and solution demonstrations
• Configure ERP functionality and validate outcomes within agreed project scope
• Collaborate with project managers, technical consultants, data teams, and product teams
• Support integrations, data validation, system testing, UAT, go-live, and post-go-live activities
• Identify risks, gaps, and change impacts, and propose solutions or escalate when needed
• Prepare client documentation, training materials, and support knowledge transfer
• Act as a trusted functional advisor to clients and mentor junior consultants

Business Solutions Consultant – ERP

Learning and Development

• Develop and maintain product documentation, including user guides, training manuals, release notes, and online help content.
• Design and deliver product training programs for clients and internal teams.
• Administer and maintain the LMS (Moodle), including course setup, user management, tracking, and reporting.
• Upload, organize, and update training content within the LMS.
• Collaborate with product managers, developers, and subject matter experts to gather and validate technical information.
• Translate complex technical concepts into clear, concise, and user-friendly content.
• Create and update learning materials such as presentations, e-learning modules, and job aids.
• Support onboarding and continuous development of employees through structured training programs.
• Ensure consistency and quality across all documentation and training deliverables.
• Participate in product releases by updating documentation and training materials accordingly.
• Gather feedback from users and stakeholders to continuously improve learning content and documentation.

Learning & Development (L&D) Specialist

Procurement

• Own and manage the product backlog for Sourcing & Demand
• Define, refine, and prioritize epics, features, and user stories
• Lead Agile delivery through backlog refinement, sprint planning, reviews, and retrospectives
• Partner with stakeholders across Sales, Planning, Supply Chain, Finance, and Operations
• Produce high-quality functional and technical specifications aligned with business objectives
• Ensure requirements address data integrity, system scalability, performance, and security
• Leverage AI-enabled tools to enhance backlog quality, analysis, and documentation
• Collaborate with data and analytics teams to enable data-driven decision-making
• Ensure alignment with enterprise architecture and composable ERP strategy
• Monitor product performance through metrics, user feedback, and operational data
• Contribute to improving user experience and operational workflows

Service Desk Analyst

Business Solutions Consultant – ERP

Learning & Development (L&D) Specialist

Product Owner – Sourcing & Demand