ID#: 0875253d2f4f01015259d1e301400001
Category: MSC Jobs
Position Type: Full time


Provide team member support for the ERP Systems.  This position is the initial point of contact for all ERP systems across the enterprise.  ERP Support Analyst are responsible for assisting with ERP questions, troubleshooting ERP issues, advising team members on ERP best practices and escalating any potential problems or issues.

Key Responsibilities:

  • Respond to requests for assistance via phone, email, messages, and ITSM platform

  • Identify, diagnose and concisely document reported issues through ITSM platform

  • Respond to team member calls in a professional manner, providing solutions and advice where appropriate on ERP best practices per the documented SOP’s

  • Identify and escalate severity 1 issues to appropriate teams and leadership for resolution

  • Follow up and communicate with customers on open issue status until resolved

  • Use your curiosity and initiative to identify process improvements

  • Ensure all issues are handled in a timely manner

  • Communicate team member training needs to relevant departments

  • Participate in the development of Standard Operating Procedures, knowledge base articles and user training materials related to ERP processes and systems.

  • Stay current with ERP system information, changes and updates

  • Attend relevant training courses

Key Competencies and Skills:

  • Strong skills for analysis, troubleshooting and problem solving

  • Analytical, results-driven and have a solution-oriented approach

  • Ability to influence at all levels of the organization

  • Public speaking, presentation, oral and written communication skills

  • Ability to plan and organize work independently with minimal supervision

  • Ability to manage time wisely and set priorities

  • Service-oriented with ability to prioritize tasks in a stressful environment

  • Willingness to learn and explore new technologies

Minimum Qualifications:

  • High School Diploma or higher

  • Working knowledge of fundamental operations of ERP Systems.   Epicor Solar Eclipse & Mincron preferred

  • Knowledge of relevant call tracking applications (ServiceNow, Sysaid, Remedy)

  • Knowledge and experience of Windows operating systems

  • Related experience and training with operational knowledge and experience a plus

  • Experience in the development and implementation of e-learning training programs a plus

Preferred Qualifications:

  • Minimum 2 years ERP experience,  Epicor Eclipse and Mincron preferred
  • Microsoft Office Certification – Word, Excel, PowerPoint
  • ITSM Experience
  • ITIL Foundation

Our commitment to excellent customer service is just part of our story.  We’re also dedicated to supporting our most valuable asset, our associates! One of the ways we do this is by offering a variety of high-quality benefits for our associates and their families.

All full-time associates are eligible for the following benefits:

  • Medical and Dental Insurance
  • Flexible Spending Accounts
  • Company-paid Life Insurance
  • Short Term Disability
  • 401(k) Plan
  • Paid Time Off (PTO) – plus paid holidays

Voluntary benefits:

  • Additional Life Insurance
  • Long Term Disability
  • Cancer/Accident/Heart/Stroke Insurance
  • Vision Insurance

We're an equal opportunity employer and we welcome diversity and inclusion! All applicants will be considered for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran or disability status.

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