This role provides service and support for assigned business applications and processes. This position will be working directly with internal and external customers, vendor support teams, as well as with the Business Technology team. This role will be a key contributor to the success of our ERP implementation project, supporting the growth of our Excellerate manufacturing division. Incumbent will leverage a mix of virtual collaboration tools and in person discussions to engage with their customers, troubleshoot and resolve incidents, as well as participate on project teams implementing new or enhancing existing technology solutions. This role is customer service and support focused and works to improve relationships within the company as they respond to questions related to business applications and business process issues that arise throughout the day, as well as implement effective technology solutions that align with strategic business objectives.
MINIMUM REQUIREMENTS
Education: Bachelor’s Degree in Information Technology, Business, or equivalent professional experience and relevant training
Experience: 7 or more years in a service or support role with 3 years or more supporting a modern ERP platform such as SAP, Oracle, or Acumatica
or
Any appropriate combination of education and experience as determined by leadership
Travel: 15%
Work Schedule: Typical work hours are between 7:00 a.m. and 5:00 p.m. Monday – Friday. However, work may be performed at any time on any day of the week to meet business needs.
KEY RESPONSIBILITIES
- Identifies and resolves support issues while working with the internal customers and the business technology team.
- Manages and communicates expectations appropriately with the customers that require assistance.
- Performs research and analysis related to business system capabilities and will lead efforts to improve.
- Leads efforts to implement automated unit, integration, and user acceptance testing.
ERP Implementation Support:
- Assists in the planning, coordination, and execution of the ERP implementation project.
- Provides technical support to users, troubleshoot issues, and resolve any system-related problems.
- Configures and customizes the ERP system to meet business needs.
- Conducts system testing and validation to ensure functionality and performance.
- Contributes to creating a training curriculum for end-users.
- Ensures application meets documented security standards, apply security related patches, and manage access controls to protect sensitive data.
Work Complexity:
- Works collaboratively with internal customers and resolves incidents and requests related to business systems or processes.
- Acts as liaison between the internal customer and the vendor to resolve issues with business systems.
- Manages business system application security via account management and user set up, vulnerability patching, and collaborating with Operations and Cyber Security to ensure secure infrastructure and data.
- Performs research and analysis related to business system functionality.
- Creates and enhances processes supporting the Business Technology team.
- Creates reference architecture documents and test plans for business applications.
- Creates and maintains roadmap(s) for core applications.
Customer Service:
- Consults with internal customers to determine software or system functionality issues.
- Plays a key role in system upgrades.
- Performs repairs to software and peripheral equipment following design or installation specifications.
- Provides on-going support of business software.
- Has a keen attention to detail, demonstrates excellent customer service skills, provides solid oral and written communication, and creates appropriate procedures.
Project Work:
- Generates requirements and test plans based upon knowledge of the business and technology during project planning phases.
- Participates in support training before business software projects are launched.
- Completes assigned work tasks from projects such as testing, issue remediation, post go live support.
- Acts as the technical lead for medium to large projects, taking responsibility for ensuring tasks are completed, mentoring junior associates, and coordinating vendor activities to meet the project objectives.
Technical Support:
- Monitors and communicates system status.
- Assists system engineers, database administrators and vendors as needed to resolve problems.
- Creates and maintains reports for the business.
- Configures applications to meet the needs of our stakeholders.
- Creates and maintains integrations (API, batch, database) to enable the timely and accurate flow of data.
- Creates effective documentation through the creation and maintenance of Knowledge Base articles.
Other:
- Performs other related duties as required and assigned.
- Actively participates in Faith’s hiring referral and mentoring program, as appropriate.
