IT Associate – ERP Support

How to Apply: Visit the CFAO Motors Kenya careers page at cfaomobility.co.ke to submit your application online.

Prove You Can Tame ERP Chaos Before You Touch a Ticket

ERP support roles at a multi-brand group like CFAO Motors are less about knowing one system and more about juggling SAP, Syspro, TALO, Navision, MS Dynamics 365, Synertrade, SAGE, Fleetwave, and Annata without dropping SLAs. The hiring panel will be looking for someone who can show real ticket discipline, vendor coordination, and user access control thinking — not just a list of systems on a CV.

1. Map your ERP exposure to their exact stack: Go through the posting and note every system named — SAP, Syspro, TALO, Navision, MS Dynamics 365, Synertrade, SAGE, Fleetwave, Annata. On your CV, don't just list them; write one line per system showing what you actually did, such as "resolved 15+ Syspro purchase-order posting errors weekly" or "supported SAGE month-end close for 40 users." If you've only touched two or three, lead with those and be honest about the rest. Hiring managers at CFAO will probe depth over breadth, so prepare a short story for each system you claim.

2. Quantify your service desk wins: The role explicitly mentions resolving assigned service desk tickets and maintaining SLA requirements. Bring numbers: average tickets closed per day, first-response time, and SLA adherence percentage. If you used a ticketing tool like Jira, Freshservice, or ManageEngine, name it and describe how you triaged Level 1 issues before escalating. Prepare to explain one tricky ticket you resolved end-to-end — what the user reported, what you checked, and how you confirmed the fix. Vague claims like "good at troubleshooting" won't survive the interview.

3. Show you understand segregation of duties: The posting calls out working with the risk department to review user authorizations and ensure proper role segregation. Before the interview, think through a scenario where a user has conflicting access — for example, someone who can both create a vendor and approve payments. Be ready to describe how you would flag it, who you would escalate to, and how you would document the change. Even a basic grasp of audit trails and compliance standards will set you apart from candidates who only talk about password resets.

4. Prepare a vendor coordination story: CFAO expects you to act as the link between super users and consulting firms, and to manage outsourced resources against contract SLAs. Think of a time you chased a vendor for a fix, negotiated a timeline, or pushed back on a scope change. Structure it with the situation, the SLA at stake, what you communicated, and the outcome. If you haven't managed vendors directly, describe how you escalated issues through a senior colleague and what you learned about holding external partners accountable.

5. Brush up on data integrity and testing basics: The role involves data imports, data cleansing, testing, validation, and quality assurance for system changes. Be ready to talk about how you would validate a data migration — for example, checking record counts, spot-checking master data, and running a test script before go-live. Mention any experience with SQL queries, Excel reconciliation, or test-case documentation. Interviewers often ask how you'd catch errors before they hit production, so have a concrete example of a time you prevented a bad data load.

6. Demonstrate business process fluency: ERP support is not just technical — you need to understand how procurement, finance, inventory, and fleet processes flow through the system. Pick one process you know well, such as purchase-to-pay or order-to-cash, and be able to explain where ERP users typically get stuck and how you would guide them. This shows you can train end-users and create user guides, which the posting lists as a key expectation. If you've written any SOPs or quick-reference guides, bring a sample or describe its structure.

7. Address the IT certification advantage: The posting says IT certification is an added advantage, so if you have one — ITIL, Microsoft Dynamics, SAP foundational, or any ERP vendor certification — put it near the top of your CV and mention it early. If you don't have one, don't panic; instead, highlight any structured training you've completed, even short courses on ERP administration or IT support. You can also mention that you're actively pursuing a certification, which signals initiative. Just be prepared to explain what you learned and how it applies to this role.

8. Ask about the super-user network: The role coordinates super users across the CFAO Mobility Kenya group, so use the interview to ask how that network is structured, how often you'd meet them, and what the biggest pain points are. This shows you're already thinking about stakeholder management and customer satisfaction, which the posting emphasizes. It also gives you a chance to talk about how you'd run periodic meetings, track recurring issues, and feed insights back to the consulting firms. A candidate who asks smart questions about the support ecosystem stands out from one who only answers.