Application Support Specialist

ERP/Application Support Admin

Optomi, in partnership with a leader in the industry is seeking an experienced ERP/Application Support Admin to join their Charlotte, NC office! The right candidate will have experience with Zoho and Zendesk, as well as ERP/CRM systems.

What the right candidate will enjoy!

• The opportunity to work on highly visible projects within a multi-million-dollar company!
• Highly competitive pay and growth opportunities!
• Company culture based on integrity, respect, accountability and excellence!

Experience of the right candidate:

• Bachelor's degree preferred, ideally in data administration/informatics.
• Solid background in CRM administration and development.
• Over 2 years of experience managing an ERP/CRM environment.
• Proficiency in customizing ERP/CRM automation workflows.
• Excellent written and verbal communication skills.
• Strong project management skills, including utilizing CRM/ERP capabilities and agile methodologies to manage projects and ensure precise task completion.
• Expertise in data analysis and reporting within and outside the ERP/CRM platform.
• Ability to configure workflows and analytics in Zoho/Zendesk.
• Some programming knowledge would be beneficial. Zoho currently uses DELUGE as a scripting language.
• Experience in configuring integrations between cloud applications.
• Strong knowledge of social media and digital marketing platforms, including but not limited to LinkedIn, CRM systems, and email campaign tools like HubSpot and Pardot.
• Proficient in using the Microsoft Office Suite (PowerPoint, Excel, and Word), with a particular emphasis on creating PowerPoint presentations.
• Knowledge of Smartsheets.
• Adopt and embody a client-centric mindset, reflecting our company’s core values.
• Exceptional organizational and time management skills, including overseeing daily activities.
• Capable of working both independently and collaboratively with various internal stakeholders.
• Skilled at multitasking and meeting deadlines.
• Strong communication abilities with a focus on problem-solving.

Responsibilities of the right candidate:

• As an Application Administrator, you will work closely with internal Marketing and Technology teams to ensure data entry and accuracy, dashboard management, troubleshooting, timely data analysis, and weekly reporting. You will also collaborate with all managers to generate custom reports for different groups. Additionally, you will be responsible for system updates and improvements by working with the CRM vendor to maintain the daily functions of existing modules and ensure proper interface with the website and downstream modules.
• Manage user accounts, permissions, and access levels. Oversee the day-to-day operation of the CRM/ERP system, ensuring its performance, availability, and reliability. Perform regular system updates, upgrades, and backups. Troubleshoot and resolve any user issues or system errors. Maintain data security and privacy in line with company policies and regulatory requirements by working with the IT department.
• Ensure data integrity by regularly cleaning, de-duplicating, and resolving any discrepancies in the source data. Develop, monitor, and enforce good practices among users for the data entry process to ensure consistent, accurate data and its derivatives across the organization. Create and maintain dashboards and various reports to provide timely insights into customer data, sales performance, billing, and other key metrics. Regularly perform deep dives and analyze CRM/Invoicing data to identify trends, patterns, and opportunities for growth or improvement.
• Customize the CRM/ERP system to meet the specific needs of different departments (e.g., sales, finance, marketing, service lines). Develop, optimize, and implement workflows, automation, and processes to enhance productivity and efficiency. Propose and implement new features or improvements to enhance system functionality and user experience. Stay updated on the latest CRM technologies and industry trends.
• Ensure seamless integration of the ERP/CRM system with other software tools and platforms (e.g., marketing automation, billing systems like bill.com). Work with IT and third-party vendors to maintain and improve system integrations.
• Collaborate with stakeholders (e.g., sales, finance, marketing, and service line teams) to gather requirements and feedback. Communicate changes, updates, and best practices to all users. Maintain and update documentation for CRM processes, configurations, and customizations in a timely manner. Develop training materials and user guides to support ongoing training and system adoption. Provide technical support and training to end-users to ensure effective use of the CRM system.