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Job Overview
The ERP Support Specialist is responsible for addressing user issues related to the ERP system, ensuring smooth operations by providing support, training, and system configuration. This role requires troubleshooting, collaborating with the development team to resolve technical issues, managing user access, and configuring ERP system options. The role also involves being available for emergency operational support outside of regular office hours as required.
Key Responsibilities
1. User Support and Issue Resolution:
o Monitor and respond to user-reported issues through the support ticketing system.
o Troubleshoot and resolve ERP-related technical and functional issues. o Escalate unresolved issues to the development team, providing detailed documentation for a swift resolution.
2. System Configuration:
o Configure ERP modules and options as per business requirements. o Implement updates, customizations, and enhancements in collaboration with the development team.
3. Training and Documentation:
o Provide training to end-users on ERP functionalities and updates. o Develop and maintain user manuals, guides, and FAQs to help users navigate the ERP system.
4. Access Management:
o Manage user roles and permissions within the ERP system, ensuring secure access based on organizational policies.
o Periodically review and audit user access to maintain compliance.
5. Collaboration with Development Team:
o Coordinate with developers to identify root causes of system issues and implement solutions. o Test patches, updates, and enhancements before deployment to ensure they meet business needs.
6. Emergency Operational Support:
o Be available to work outside of regular office hours to provide support during emergency operations. o Respond promptly to critical issues impacting business operations to minimize downtime.
7. Continuous Improvement:
o Identify recurring issues and propose system improvements to enhance user experience and efficiency.
o Participate in ERP system upgrades and testing initiatives.
