ERP Support Specialist

Company: Horizontal Talent
Location: Saint Paul
Posted on: March 18, 2023

Job Description:

Skill Set Requirements:

• A strong focus on detail-oriented work
• Proficient documentation skills
• Excellent observational, analytical, and creative skills
• Ability to communicate and collaborate effectively with other IT team members.
• Strong investigation and problem-solving skills
• Capable of multi-tasking, prioritizing, and flexibility as required to help our teams in the areas of need.
• Experience with a service management/ticket management system (example: ServiceNow)Day-to-day responsibilities:
  • Learn aspects of software systems utilized by APi Group, including end-user use of the system, minor to complex configurations, and business processes within the system
  • Respond to and Resolve Service Incidents reported by Operating Companies and other IT workstreams
  • Document incident resolution by creating Knowledge articles that can improve ticket resolution rates by 1st level of support
  • Support the Operating Companies and other IT workstreams to solve more complex use cases brought forth by end users for resolution through the Support ticket system
  • Determine repetitive support tickets that can "shift left" within IT by developing training and creating shared knowledge for other customer support teams
    • Collaborate with stakeholders to solution tickets and determine root causes, including end-user retraining, developing training tools, process reevaluation, or changes to the software
    • Ensures solutions, configurations, and processes are sustainable and scalable
    • Support testing and QA/QC efforts to verify functionality through proven test scripts
    • Support partnership with SaaS vendor to ensure system maintenance, stability, and optimization
    • Engage the user community to support Operating Companies' use of the system through training, support, standard processes, and feedback loops
    • Help maintain user community communication, training documentation, and resources, ensuring these living documents are readily available and up to date as necessary
    • Analyze business processes within the systems to ensure optimization, efficiency, and scalability
    • Other duties as needed or assigned.Experience You Will Bring: -
      • Quality First attitude
      • Strong character, ethics, commitment, and reliability
      • Data-driven and analytically focused approach.
      • Exceptional time management and organizational skills
      • Excellent analytical skills and aptitude for critical thinking, problem-solving, and decision-making
      • Effective communication for various stakeholder levels (IT support team, project team, IT leaders, and business stakeholders).
      • 2+ years of ERP support experience (supporting ERP, Field Service, Payroll, or critical business systems)
      • 5+ Years of experience working in an IT environment independently and in teams (including remote and global delivery models).
      • ITIL Service Management Experience is a plus
      • Proficient in Microsoft Suite (Word, Excel, SharePoint)PandoLogic. , Location: Saint Paul, MN - 55129

Keywords: Horizontal Talent, St. Paul , ERP Support Specialist, Other , Saint Paul, Minnesota