What are the responsibilities and job description for the Application Support Coordinator position at Fidelity Building Services Group?
Position Summary
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.
Key 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.
Preferred Experience & Qualifications
- 1–3 years of experience in application support, ERP systems, IT helpdesk, or related role.
- Familiarity with ERP workflows or mobile workforce applications (experience with Wennsoft/GP and MobileTech a plus).
- Strong problem-solving and troubleshooting skills with attention to detail.
- Excellent communication skills to support end-users with varying technical knowledge.
- Ability to manage multiple priorities and respond quickly in a fast-paced environment.
- Proficiency with ticketing systems (e.g., Jira, ServiceNow, Zendesk) preferred.
- Experience with system onboarding/offboarding processes and access management a plus.
- Strong team player with a customer service mindset.
Preferred Qualifications
- Experience with Microsoft SQL Server Reporting Services (SSRS) or equivalent reporting tools.
- Familiarity with payroll or HRIS systems related to new hire provisioning.
- Prior experience supporting field service technicians in a technology-enabled environment.
- Exposure to M&A onboarding or technology integration projects.