ERP Support Specialist – Tier I

Job Description

Reporting to the ERP Support Team Lead, this position is responsible for ensuring that Profit Centre teammates are receiving the high quality service in adherence with support service level objectives. The Tier I ERP Support Specialist will be primarily responsible for:

• Providing ongoing ERP platform functional and technical support for teammates
• Intake of teammate support inquiries
• Logging support inquiries and related activity through the support incident lifecycle in Emco’s ITSM platform
• Communicate with ticket submitters to ensure issues are understood
• Collaborating with subject matters experts in other parts of the organization when issues cannot be cleared directly by the ERP support team
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Day to day monitoring, tracking and coordination of service desk incidents
• Prioritization and resolution of support inquiries per the established support service levels
• Strive for first call resolution
• Attain deep knowledge in functionality of ERP platform modules and integrated applications
• Understand Emco business processes and how functionality is implemented within the ERP platform to support Emco business processes
• Continually develop ERP platform functional and technical support skills
• Perform other related activities, as necessary or as assigned.

Qualifications

• Diploma or degree in an Information Technology, Systems or Business, related discipline
• Minimum 2 years experience working in an application support or business analyst role
• Experience and comfort working with business software systems an asset
• Experience working within and managing issues and incidents within an ITSM platform
• Previous customer service desk experience an asset
• Working in a power user or application support role for an ERP or CRM system an asset
• Experience with the Infor M3 ERP platform an asset

Other Skills

• Bilingual (French and English) is an asset
• Previous ERP experience is an asset
• Exceptional customer service orientation
• Sound verbal and written communication skills
• Good listening skills
• Ability to adapt to quickly to changing priorities in a fast-paced environment
• High degree of accuracy and attention to detail
• Eager to fully understand end user’s issues, find solutions promptly
• Building and maintaining positive relationships
• Solution-oriented focusing on driving end user issues to timely and satisfactory resolution
• Proactively looking for improvements and efficiencies with a focus on end user experience
• Supporting established incident management procedures through the incident lifecycle
• Organized with the ability prioritize and multitask
• Ability to absorb and retain information quickly
• Highly self-motivated, self-directed and keen attention to detail
• Proven analytical, troubleshooting, and problem-solving abilities
• Experience working in a team-oriented, collaborative environment
• Experience utilizing enterprise ITSM / ticketing tool
• Proficiency with MS Office based software

Additional Information

Salary Range: $50,000 - $55,000 per year

Applicants must be eligible to work from/working in Canada.