IT Application Support

Sims Limited (Sims) is a global leader in metal and electronics recycling, and an emerging leader in the renewable energy industry. With facilities across the globe, Sims plays an intrinsic role in the circular economy by making resources available for future use. As a responsible corporate citizen, we continuously seek new ways to broaden our participation in the environmental sector, ensuring that our future is as bright, safe, and secure as at any time in our long history.

With a promote-from-within philosophy and a variety of programs available to support continuous learning, Sims offers the opportunity for a rewarding career. We are committed to the ecologically sound and sustainable use of resources and strive to operate in a manner that minimizes waste and protects the environment.

Purpose of Role

The IT Application Support Specialist is responsible for providing expert support and administration for the organization’s in-house ERP systems. This role ensures system reliability, resolves user issues, manages service requests, and collaborates with cross-functional teams to optimize ERP performance and user satisfaction.

Principal Accountabilities

• ERP Application Support:

        Provide first and second-line support for ERP system users, including troubleshooting, resolving incidents, and answering functional queries.

        Monitor and manage the ERP support ticket queue, ensuring timely response and resolution in line with Service Level Agreements (SLAs).

        Escalate complex or high-priority issues to senior IT staff or vendors as needed.

• System Administration:

        Assist with the configuration, setup, and maintenance of ERP servers and related infrastructure.

        Manage user account activations, terminations, and permissions within the ERP system.

        Coordinate updates, patches, and system enhancements with vendors and stakeholders.

• Process Improvement:

        Identify recurring issues and inefficiencies in ERP support processes.  Recommend and implement workflow enhancements to improve service delivery and operational effectiveness.

• Documentation & Knowledge Management:

        Maintain accurate documentation and a robust knowledge base for ERP systems and support procedures.  Promote consistent documentation practices across the team.

• Compliance & Security:

         Ensure all ERP support activities adhere to company policies, security standards, and audit requirements. Support audit readiness and risk management efforts.

• Stakeholder Communication:

         Communicate clearly with internal stakeholders regarding ticket status, critical incidents, and application updates. Collaborate with other IT teams to ensure seamless issue resolution and service continuity.

• Training & Mentoring:

         Provide training and mentorship to team members and end-users on ERP system usage and support best practices.

• Other Duties:

         Support EH&S compliance, diversity and inclusion, cost management, and continuous improvement initiatives as required.

• Other:
• EH&S Compliance: Demonstrate personal responsibility for, and ensure compliance with, all Environmental Health & Safety (EH&S) policies, procedures, and initiatives within the team.
• Diversity and Inclusion: Promote diversity and inclusion, positive employee relations, and teamwork, ensuring all team members are treated fairly and equitably.
• Cost Management: Manage costs in line with budgetary requirements and financial policies and procedures.
• Continuous Improvement: Support and recommend continuous improvement initiatives and foster compliance with quality requirements.
• Policy Compliance: Ensure team compliance with all company policies, procedures, and initiatives.
• Workforce Development: Cultivate a well-trained workforce, including support of performance-management and career-development initiatives.

Key Performance Indicators (KPIs)

• SLA Compliance Rate
• Percentage of tickets resolved within SLA.
• Percentage of tickets' response time within SLA.
• Percentage of tickets resolved within SLA.
• Backlog Aging - Percentage of open tickets older than SLA or aging beyond thresholds.
• Continuous Improvement - Reduction in Repeat Incidents.

Key Relationships

• Internal – All employees in Sims IT org.
• External – Vendors and Contractors

Experience & Qualification Required

Education:

• Bachelor's degree in information technology or related field

Experience:

• 3–5 years of professional experience 3–5 years of professional experience in IT application support, help desk operations, or systems administration, with a focus on ERP systems
• Hands-on experience with ITSM platforms such as ServiceNow, Ivanti, Jira, or similar ticketing systems.
• Familiarity with ITIL practices and service delivery frameworks.
• Strong analytical, communication, and problem-solving skills
• Ability to work independently and as part of a team in a fast-paced environment

Skills and Competencies

• Deep understanding of ERP system functionality, configuration, and troubleshooting.
• Proficient in ITSM tools (e.g., ServiceNow, Jira, Ivanti), server and network administration, and user account management.
• Ability to identify trends, root causes, and opportunities for process improvement.
• Skilled at diagnosing and resolving complex technical issues efficiently.
• Ensures accurate ticket categorization, documentation, and compliance with SLAs and audit requirements.
• Clear and professional communication with stakeholders, team members, and end-users; able to explain technical concepts to non-technical audiences.
• Maintains a positive user experience and strives to resolve issues promptly and effectively.
• Works closely with support teams and cross-functional groups; fosters a respectful and inclusive environment.
• Responds effectively to changing priorities, high-volume situations, and new technologies.
• Ability to coordinate compliance initiatives, audits, and cross-functional projects.
• Proactively identifies inefficiencies, implements process enhancements, and drives service quality improvements.
• Understands and applies IT security best practices, including data protection and access controls.
• Provides guidance and training to team members and end-users on ERP system usage and support procedures.

A career with Sims provides you with the opportunity to work with an organization whose goal is to be the world’s safest and most responsible recycling company. Our people achieve this by creating a zero-harm workplace, being exemplary members of the communities in which we operate, and being responsible stewards of the environment. We also offer competitive pay and a range of attractive benefits.

Sims is proud to be an equal opportunity employer. We value the diversity of all of our employees and are committed to creating an inclusive working environment where everyone can contribute, advance on merit, and realize their full potential. Sims does not discriminate with regard to race, sex, religion, color, national origin, citizenship status, disability, age, marital or familial status, sexual orientation, gender identity, gender expression, veteran status, housing status, source of income, or any other status protected by federal, state, or local laws. This applies to any employment decision, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training. Qualified applicants with a disability in need of a reasonable accommodation may request such without fear of reprisal or discrimination. 

To achieve our purpose to create a world without waste to preserve our planet, we are guided by our Principles of Purpose: Be Safe + Well, Band Together, Be Accountable + Transparent, Consistently Innovate, Inspire with Purpose, Celebrate + Have Fun.