Enterprise Systems Support Technician

Empowering Global Agriculture: CIMMYT Seeks Enterprise Systems Support Technician in Delhi

Are you a proactive IT professional with a knack for problem-solving and a desire to make a global impact? CIMMYT, a prominent non-profit international organization committed to transforming agricultural systems, is actively seeking a skilled Enterprise Systems Support Technician to join their dedicated team in Delhi. This crucial role provides an exciting chance to support essential enterprise systems across Asia, directly contributing to improved livelihoods for millions of resource-poor farmers worldwide.

A Mission-Driven Organization

CIMMYT is at the forefront of agricultural innovation, striving to enhance the quantity, quality, and reliability of vital crops like maize and wheat. Through applied agricultural science and robust partnerships, particularly in the Global South, CIMMYT works towards a more productive, inclusive, and resilient agri-food system within ecological limits. Joining CIMMYT means becoming part of an advanced organization that's tackling tomorrow's challenges today.

Your Role: The Foundation of System Support

As an Enterprise Systems Support Technician, you'll be the primary point of contact for users across CIMMYT's country offices in Asia. You'll offer essential frontline support for critical platforms such as Microsoft Dynamics 365 (D365), Icertis Contract Management, and other corporate applications. Your expertise will be vital in ensuring the efficient adoption and smooth operation of these systems, empowering staff across various departments, including Finance, HR, Business Services, and Legal.

You'll receive comprehensive training on key systems and collaborate closely with Business Analysts and IT staff to resolve issues, guide users through processes, and ensure timely and accurate problem resolution. This role isn't confined to the office; it involves frequent travel to country offices within the Asia region to provide invaluable on-site support, conduct training sessions, and foster collaboration with local teams.

Key Responsibilities: Beyond Basic Troubleshooting

Your daily tasks will be diverse and impactful, encompassing a range of activities designed to optimize system performance and user experience:

• Providing initial support for enterprise systems (D365, Icertis, etc.) in the Asia region.

• Guiding users on business processes and technical steps for various ERP modules (Finance, HR, Procurement).

• Logging and tracking issues, escalating complex problems to second-level support or vendors when necessary.

• Collaborating with Business Analysts to understand evolving business needs.

• Managing user role assignments, permission requests, and access in line with policies.

• Onboarding and training new staff on enterprise systems usage.

• Maintaining thorough user documentation, quick reference guides, and FAQs.

• Monitoring system performance and identifying recurring issues to inform system improvements.

• Participating in User Acceptance Testing (UAT) and rollout support for system updates.

• Generating basic usage or performance reports to inform support strategy.

• Coordinating with other regional and HQ support staff to ensure a consistent user experience and knowledge sharing.

• Frequent travel to provide on-site system support, conduct training, or assist with system rollouts within the region.

• Performing any additional tasks related to enterprise system support, as delegated by your supervisor.

Are You the Ideal Candidate?

CIMMYT is looking for a talented individual with the following qualifications:

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) are required.

• ITIL Foundation or an equivalent service management certification is a significant 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 strong customer-service mindset.

• Ability to explain technical details clearly and patiently to non-technical users.

• Strong organizational and problem-solving abilities.

• A collaborative mindset with the ability to work effectively across diverse teams and cultures.

Preferred Experience:

• 3+ 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).

Join a Team That Values Diversity

This position is for an initial fixed term of twelve (12) months, with potential for further employment based on performance and the continued availability of funds. CIMMYT offers a competitive salary and benefits package. As an equal opportunity employer, CIMMYT fosters a multicultural work environment that values gender equality, teamwork, and respect for diversity. Women candidates are strongly encouraged to apply.

If you're ready to apply your technical expertise to support a global mission, submit your application via the online form available on the CIMMYT website by Thursday, July 10, 2025. Only short-listed candidates will be contacted.