ERP Support Specialist

Reports to: Business Solutions Manager

Position Summary:
An ERP Support Specialist is responsible for providing technical support to users of the organization's ERP and connected systems, troubleshooting issues, resolving problems, maintaining system functionality, and ensuring smooth operation by addressing user queries, configuring settings, and implementing updates within the ERP system, often collaborating with different departments to understand business needs and identify areas for improvement; requiring a strong understanding of the ERP software, and the ability to communicate effectively with both technical and non-technical users, and the ability to analyze business needs to optimize system usage.

Essential Functions:

• Partner with business users and other stakeholders to manage application support tickets from receipt to successful resolution.
• Participate in the selection, project planning, implementation, and ongoing support of proposed software solutions.
• Participate in the development of test plans, quality assurance and change management of all system upgrades and deployments.   
• Develop and maintain documentation for ERP processes.
• Train end-users on ERP system functionalities.
• Ensure data integrity and security within the ERP system.
• Monitor system performance and troubleshoot issues.
• Become the Subject Matter Expert on applications to provide recommendations on preferred usage and best practices on the platform.
• Coordinate with vendors to resolve bugs and implement fixes/patches.
• Attend training sessions to achieve a level of technical skill needed to solve more complex problems.
• Exercise judgment within defined standard practice and procedures to investigate, troubleshoot and remedy issues.
• Take ownership of an issue, application, task or project from end to end with the support of other members of the team but with moderate supervision.
• Work directly with users to understand their workflow and recommend options for improvement.
• Special projects and other duties as required.

Supervisory Responsibilities:
No formal supervisory role.

Education and Experience Requirements:

• Associate of Applied Science degree in computer science or related field required.
• At least two years of related experience with ERP system support or similar role.  Experience with Sage X3 V12 helpful.

 Required Skills:

• Proficient with or able to quickly learn systems and software used by the organization.
• Ability to explain technical issues to technical and non-technical users.
• Excellent written, interpersonal, and verbal communication skills with the proven ability to collaborate with a team.
• Excellent problem-solving, analytical, time management skills, attention to detail, and organizational skills.
• Ability to manage multiple tasks and priorities.
• Proficiency in SQL and other database management tools.
• Ability to work independently and as part of a team.
• Proficiency in technical applications including MS Office Suite and/or related software.
• Knowledge of data integrity and security best practices.
• Demonstrated Conduct that is in Alignment with Satellite Industries’ Circle of Culture.
• Knowledge of agile concepts and planning.

Physical/Mental Demands:
Position requires a high degree of concentration to manage frequent interruptions while meeting strict deadlines. This position requires the ability to perform duties using both typical office equipment such as computers, cell phones, and printers as well as the ability to communicate and perform tasks in an office environment. Must be able to perform physical and mental tasks associated within a manufacturing environment. Prolonged periods sitting at a desk and working on a computer.

Other Duties:
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
 

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