ERP Support Specialist – Tier I

7 days ago

London, Canada EMCO Corporation Full time

Job DescriptionReporting 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 teammatesIntake of teammate support inquiriesLogging support inquiries and related activity through the support incident lifecycle in Emco’s ITSM platformCommunicate with ticket submitters to ensure issues are understoodCollaborating with subject matters experts in other parts of the organization when issues cannot be cleared directly by the ERP support teamRecord, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolutionDay to day monitoring, tracking and coordination of service desk incidentsPrioritization and resolution of support inquiries per the established support service levelsStrive for first call resolutionAttain deep knowledge in functionality of ERP platform modules and integrated applicationsUnderstand Emco business processes and how functionality is implemented within the ERP platform to support Emco business processesContinually develop ERP platform functional and technical support skillsPerform other related activities, as necessary or as assigned.QualificationsDiploma or degree in an Information Technology, Systems or Business, related disciplineMinimum 2 years experience working in an application support or business analyst roleExperience and comfort working with business software systems an assetExperience working within and managing issues and incidents within an ITSM platformPrevious customer service desk experience an asset Working in a power user or application support role for an ERP or CRM system an assetExperience with the Infor M3 ERP platform an assetOther SkillsBilingual (French and English) is an asset Previous ERP experience is an assetExceptional customer service orientationSound verbal and written communication skillsGood listening skillsAbility to adapt to quickly to changing priorities in a fast-paced environmentHigh degree of accuracy and attention to detailEager to fully understand end user’s issues, find solutions promptlyBuilding and maintaining positive relationshipsSolution-oriented focusing on driving end user issues to timely and satisfactory resolutionProactively looking for improvements and efficiencies with a focus on end user experienceSupporting established incident management procedures through the incident lifecycleOrganized with the ability prioritize and multitaskAbility to absorb and retain information quicklyHighly self-motivated, self-directed and keen attention to detailProven analytical, troubleshooting, and problem-solving abilitiesExperience working in a team-oriented, collaborative environmentExperience utilizing enterprise ITSM / ticketing toolProficiency with MS Office based softwareAdditional InformationSalary Range: $50,000 - $55,000 per yearApplicants must be eligible to work from/working in Canada.

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