ERP Support and Troubleshooting:
* Monitor and respond to the service desk ticket queue promptly, ensuring incidents and requests are addressed in a timely manner.
* Collaborate with business partners to understand, analyze, and implement solutions for ERP-related tickets.
* Perform troubleshooting of ERP system problems, researching causes, and identifying systemic solutions.
ERP Application Support:
* Provide ERP applications support to users across the organization.
* Maintain system/user security groups to ensure data integrity and confidentiality.
* Plan, schedule, and communicate system availability, maintenance windows, and patch releases to end-users.
Business Intelligence and Reporting:
* Work directly with business stakeholders to define and drive system usage and analytics.
* Collaborate with business units to develop custom reports using SQL and BI tools and analytics.
* Engage with customers through various communication channels (e.g., Share Point, news feeds) to understand usage, performance requirements, and how ERP supports business objectives.
* Acquire product knowledge of the ERP software to assist other departments effectively.
* Collaborate with vendors on product roadmap, enhancement suggestions, and support cases.
* Stay updated on new technology and digital solutions relevant to ERP systems.
Intellectual Curiosity and Learning Aptitude:
* Demonstrate a strong desire to learn and recommend untapped ERP functionality.
Excellent Communication Skills:
* Possess exceptional written and verbal communication skills to interact with technical and non-technical stakeholders at all organizational levels.
Problem-Solving and Analytical Abilities:
* Capable of thinking through problems, visualizing solutions, and effectively communicating them to both technical and non-technical colleagues and management.
Prioritization and Customer Focus:
* Ability to prioritize work based on business impact and escalated tickets.
* Passionate about delivering exceptional customer service.
Adaptability and Multitasking:
* Thrive in a fast-paced environment and effectively handle multiple tasks simultaneously.
* Quickly learn new technology and products using available documentation and internet resources.
* Proficient with MS Suite, with advanced Excel skills (V lookups, H lookups, pivot tables & filters).
ERP and Technical Expertise:
* Experience configuring and managing ERP systems.
* Familiarity with middleware integration tools and web-based application platforms.
* Knowledge of Power BI for reporting and data visualization.
Programming and SQL Skills:
* Possess programming and SQL skills to facilitate customizations and data manipulations.
Business Process Understanding:
* Basic understanding of Manufacturing and/or Finance processes to align ERP solutions with business needs.
Education and Experience:
* Bachelor's degree in Computer Science or equivalent directly related experience is required.
* Two years of experience with Epicor, or a similar ERP system is preferred.