Enterprise Systems Support Analyst

CIMMYT is a cutting edge, non-profit, international organization dedicated to solving tomorrow's problems today. It is entrusted with fostering improved quantity, quality, and dependability of production systems and basic cereals such as maize, wheat, triticale, sorghum, millets, and associated crops through applied agricultural science, particularly in the Global South, through building strong partnerships. This combination enhances the livelihood trajectories and resilience of millions of resource-poor farmers, while working towards a more productive, inclusive, and resilient agrifood system within planetary boundaries.

For more information, visit cimmyt.org.

CIMMYT is seeking a highly motivated Enterprise Systems Support Analyst to provide frontline user support for enterprise systems across country offices in Asia. This role is pivotal in ensuring effective adoption and usage of core platforms such as Microsoft Dynamics 365 (D365), Icertis Contract Management, and other corporate applications.

As the first point of contact for user support requests, you will work closely with Business Analysts and IT staff to resolve issues, guide users through processes, and ensure timely and accurate issue resolution. You will be trained extensively on key systems and will support staff across departments including Finance, HR, Business services, Legal and other programs as needed.

This position requires frequent travel to country offices mostly within the Asia region to provide onsite support, training, and collaboration with local teams.

The position will be based in New Delhi.

Key Responsibilities

• Serve as the first-level support for users encountering issues with enterprise systems (D365, Icertis, etc.) in the Asia region.
• Provide user guidance on business processes and technical steps for different systems/ERP modules (e.g., Finance, HR, Procurement, etc.).
• Log and track issues using the organization's ticketing system, escalating complex issues to second-level support or vendors as needed.
• Work closely with Business Analysts and system owners to understand evolving business needs and processes.
• Support user role assignments, permission requests, and access management in line with policies.
• Support the onboarding and training of new staff on enterprise systems usage.
• Maintain user documentation, quick reference guides, and FAQs.
• Monitor system performance and identify recurring issues to inform system improvements.
• Participate in user acceptance testing (UAT) and rollout support for system updates or new modules.
• Generate basic usage or performance reports to inform support strategy or improvement areas.
• Coordinate with other regional and HQ support staff to ensure consistent user experience and knowledge sharing.
• Travel frequently to country offices within the region to provide onsite system support, conduct training, or assist with system rollouts.
• Perform any additional tasks related to enterprise system support, as delegated by the supervisor.

Requirements

Education & Certifications

• Bachelor's degree in Information Technology, Business Information Systems, Computer Science, or a related field.
• Microsoft Dynamics 365 or ERP system certification(s).
• ITIL Foundation or equivalent service management certification is a strong advantage.

Technical Skills

• Familiarity with ERP systems, especially Microsoft D365 Finance & Operations.
• Basic understanding of systems like Icertis or similar contract management tools.
• Ability to perform basic troubleshooting and diagnostics on user-reported issues.
• Understanding of key business functions (finance, procurement, HR, grants, etc.) and their processes.
• Experience using support ticketing systems (e.g. OTRS, Invgate, Jira, Freshdesk, ServiceNow, etc.)

Soft Skills

• Excellent interpersonal and communication skills with a customer-service mindset.
• Ability to explain technical details to non-technical users clearly and patiently.
• Strong organizational and problem-solving abilities.
• Collaborative mindset with the ability to work across diverse teams and cultures.

Preferred Experience

• 5+ years of experience in a systems support or enterprise application support role.
• Experience supporting end-users in a multicultural, multi-country organization.
• Exposure to Microsoft environments (Office 365, Teams, SharePoint).

Benefits

The position is for an initial fixed-term contract of 12 months, after which further employment is subject to performance and the continued availability of funds. CIMMYT offers an attractive remuneration package, with a range of benefits including health insurance.

Candidates must apply online for IN25162 Enterprise Systems Support Analyst. Screening and follow-up of applications will begin on May 15th, 2025. Applications must include a CV with contact details (telephone and email address) of 3 work-related references along with the confirmation that Recruitment can contact them) and a cover letter. Incomplete applications will not be taken into consideration.

Please note that only short-listed candidates will be contacted.

CIMMYT is an equal opportunity employer. It fosters a multicultural work environment that values gender equality, teamwork, and respect for diversity. Women are encouraged to apply.