Training Officer/ BC Support - (Hybrid)

LOCATION: Bryanston, Johannesburg (Hybrid working model available) - Occasional travel required.

We are seeking a highly motivated and knowledgeable ERP Training & Support Officer (MS Dynamics BC/NAV) to join our team. This role is critical in supporting a large organisation operating across Africa.

Successful candidate will be responsible for onboarding new users, delivering structured and practical training on ERP processes, and providing ongoing day to day support to users. The role also includes developing and maintaining training content, ensuring users remain confident and competent in using the system, particularly as processes evolve and system upgrades are introduced.

• User Training & Onboarding - Deliver structured onboarding sessions for new employees using Microsoft Dynamics 365 Business Central; conduct live training sessions via Microsoft Teams; provide process based training aligned to business workflows and best practices; tailor training content to different user roles and departments.
• Training Content Development - Develop, maintain, and continuously improve training materials, including user guides, process documentation, short focused "how to" video tutorials, ensuring content is clear, accessible, and up to date; create assessments, tests, or checkpoints to validate user understanding.
• Training Platform Management - Establish and manage a central training repository (e.g., Teams or SharePoint based solution); organise and categorise all training material for easy access; maintain a training register to track user participation, progress, and completion.
• User Support - Provide day to day functional support to users on Microsoft Dynamics 365 Business Central; respond to and resolve user queries in a timely and professional manner; identify recurring issues and address them through improved training materials.
• Continuous Improvement - Analyse support queries to identify knowledge gaps and training needs; update training content proactively based on common issues and system changes; collaborate with internal teams to improve processes and user adoption.
• Change Management & System Upgrades - Support system upgrades from a user perspective; ensure users are trained on new features, processes, and system changes; update all relevant training documentation following upgrades; assist management with user readiness and adoption strategies.
• Ad Hoc Support & Project Involvement - Provide support to management and project teams as required; assist in business change initiatives and system related projects; contribute to improving user experience and system utilisation.

• Proven experience working with ERP - Microsoft Dynamics 365 Business Central is a big advantage.
• Experience in training delivery (in person or virtual).
• Strong understanding of business processes (Finance, Procurement, Operations, etc.).
• Experience in creating training materials and documentation.
• Excellent communication and presentation skills.
• Strong problem solving and user support capabilities.
• Proficiency in Microsoft Office tools and collaboration platforms.

• Experience in ERP implementations or support environments.
• Exposure to change management practices.
• Experience creating video based training content.
• Understanding of user adoption strategies.
• Experience working in multi country or international environments.

• Strong interpersonal and communication skills.
• Ability to simplify complex concepts.
• Structured and organised approach.
• Proactive mindset with a focus on continuous improvement.
• Ability to work independently and as part of a team.
• Adaptability in a dynamic, evolving environment.

• Training Delivery - % of new users successfully onboarded within defined timelines; training session attendance and completion rates; user feedback scores on training sessions (target: 85% satisfaction).
• Training Effectiveness - Assessment/test pass rates post training; reduction in repeat queries from trained users; time to competency for new users.
• Support Performance - Average response time to user queries; average resolution time; number of unresolved or escalated issues; user satisfaction ratings on support provided.
• Content Development & Maintenance - Frequency of training material updates; number of new training assets created (guides, videos, etc.); coverage of key business processes in training repository.
• Continuous Improvement - Reduction in recurring support queries; number of improvements made to training based on support trends; proactive identification and resolution of knowledge gaps.
• Change Management & Adoption - % of users trained on new system changes before/at release; adoption rate of new features or processes; post upgrade user support demand (target: controlled and decreasing trend).
• Platform Management - Completeness and organisation of training repository; usage metrics of training platform (views, downloads, engagement); accuracy and maintenance of training register.