260005E

Job Title: ERP IT Service Management Support Intern
Job Family: IT Service Management/ERP Support
Location: GSO-HYD
SCOPE OF POSITION:
Construction Specialties is seeking an ERP IT Service Management Support Intern to assist with day-to-day support of enterprise ERP systems (including ERP+, D365, and related business applications) within the IT Service Management function. This role focuses on incident triage, request fulfillment, documentation, and user support aligned with ITIL-based processes. The intern will serve as a first-line support resource for ERP-related issues and contribute to service quality, knowledge management, and continuous improvement initiatives.
ESSENTIAL DUTIES AND RESPONSIBILITIES:
 Act as the initial point of contact for ERP-related incidents and service requests submitted through the ServiceNow ITSM platform.
 Triage, categorize, and prioritize ERP support tickets according to defined SLAs and ITIL best practices.
 Provide basic functional support for ERP modules (finance, operations, supply chain, HR, etc.) and related integrations.
 Assist users with ERP access issues, role assignments, navigation questions, and standard how-to requests.
 Escalate complex ERP incidents to Tier 2/3 ERP or application support teams with clear documentation and troubleshooting details.
 Document incidents, resolutions, and known issues accurately within ServiceNow.
 Create, update, and maintain ERP-related knowledge base articles, job aids, and support documentation.
 Participate in problem management activities by identifying recurring ERP issues and contributing to root cause analysis.
 Support ERP change and release activities by validating user impacts and assisting with post-deployment support.
 Communicate clearly with end users regarding ticket status, expected resolution, and next steps.
 Adhere to ITSM processes for incident, request, knowledge, and change management.

KNOWLEDGE/ SKILLS/ EXPERIENCE/ EDUCATION: (Minimum Education and/or Experience required / Certification required)
 2025/ 2026 Batch of Bachelor’s or Master’s degree in Computer Science, Information Systems, Business Systems, or a related field, or equivalent practical experience.
 Strong interest in enterprise systems, ERP platforms, and IT Service Management.
 Familiarity with ITIL concepts such as Incident Management, Request Fulfillment, and Knowledge Management.
 Experience using or learning ticketing systems such as ServiceNow.
 Strong analytical and troubleshooting skills with attention to detail.
 Excellent written and verbal communication skills.
 Ability to follow documented processes and contribute to process improvement.
 Willingness to learn quickly and work effectively in a team-oriented environment.