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ERP Support Engineer
Systems Plus
posted 1mon ago
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Flexible timing
Key skills for the job
Job Description
- 3 to 6 years of total experience , with in-depth expertise in ERP support, advanced troubleshooting, SQL, and AS400, preferably with a focus on retail operations.
- Provide Level 2 support for incidents, alerts, and requests requiring advanced configuration, script execution, and detailed troubleshooting.
- Analyze and resolve issues escalated from Level 1, ensuring a swift and effective resolution.
- Understand the business impact and severity of reported issues to prioritize resolution activities appropriately.
- Collaborate with Level 3 teams for unresolved tickets by providing detailed information and supporting the root cause analysis process.
- Maintain and update documentation for process changes, solutions, and workarounds.
- Perform ongoing process reviews and propose continuous service improvements to stakeholders.
- Follow up on aged tickets, coordinating with IT teams (Retail, EDI, BI, etc.) and vendors as necessary.
- Participate in problem management, assisting with root cause analysis and corrective actions for recurring issues.
- Support the onboarding of emerging technologies to improve service delivery efficiency.
- Monitor key performance indicators (KPIs) and ensure compliance with SLA requirements.
- Provide on-call support for Priority 1/Emergency tickets outside standard support hours.
- Optimize ITSM tools and processes based on observed challenges and opportunities for improvement.
- Advanced knowledge of AS400 for job monitoring and troubleshooting. Assist with AS400 job monitoring, advanced SQL query execution , and troubleshooting complex issues.
- Communicate updates on incidents and requests to business users and IT teams (Level 3 and others) promptly and accurately.
- Collaborate closely with retail business teams to align ticket resolution priorities with operational needs.
- Strong understanding of ITIL processes, including problem management and escalation protocols.
- Participate and assist in audits to ensure compliance with internal and external standards and regulations.
- Excellent communication skills (both verbal and written)
- Experience with ERP systems (Aurora preferred).
- Excellent documentation skills and the ability to create SOPs and process guides.
- Retail experience preferred , with familiarity in aligning support to retail business operations.
Employment Type: Full Time, Permanent
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Flexible timing
Monday to Friday
No travel
Day Shift
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