IT ERP Support Analyst

Summary:

The IT ERP Support Analyst is responsible for serving as a single point-of-contact for production issues, servicing requests for ERP end-users and functionality enhancements, and ensuring timely and appropriate resolution of multiple medium-difficult production issues. Analyze user requirements, procedures, and issues, determine how to resolve issues, improve processes, or enhance functionality of ERP. Perform problem identification and on-the-spot training to prevent problem reoccurrence and transfer knowledge to the user community. Work with ERP development team to test and drive issue resolution and update systems documentation help and test ERP changes.

What You'll Do:Be the initial contact of tickets in the JIRA ticketing queue – engage business user to replicate issues, educate, determine actionable items to resolve request in ERPWork with the team in creation of intake and production problem tickets, being accountable for the thoroughness, accuracy, and timeliness of ticketsAnalyze multiple medium-difficult business problems and assess how automated systems or process changes can be implemented to solve themLog programming issues needed for system glitches or system enhancements for in JIRARun Data Cleanup reports each day to correct data or have appropriate user make the correctionsResponsible for regression testing activities, identifying expected results, escalating any defect found to the application teamPerform updates to Trade Service and Net Pricer based on external customer requestsTrack production support issues, provide dependable updates within the request ticket and ensure appropriate assignments and priorities within the agreed SLASet up new hires in ERP, perform role and task changes in ERP for job title changes, Terminate ERP access for associates no longer with the company – assist in auditing ERP access twice a yearAssist users with any issues called in to Help Desk line or work any issue in Support JIRA queue even if not specific to ERPIdentify root cause of single or recurring incident/s, provide development with steps to re-create the incident, provide workaround solution where possible to solve for the user’s immediate need. Investigate permanent solutions based on priorityProvide application training and demos which enable the end user community to meet/exceed operational goals and support company defined proceduresCollaborate with team members in preparing documentation for business including Help Desk Notebook or systems documentation for ERPOther duties as assigned