Reporting 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 teammates
- Intake of teammate support inquiries
- Logging support inquiries and related activity through the support incident lifecycle in Emco’s ITSM platform
- Communicate with ticket submitters to ensure issues are understood
- Collaborating with subject matters experts in other parts of the organization when issues cannot be cleared directly by the ERP support team
- Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
- Day to day monitoring, tracking and coordination of service desk incidents
- Prioritization and resolution of support inquiries per the established support service levels
- Strive for first call resolution
- Attain deep knowledge in functionality of ERP platform modules and integrated applications
- Understand Emco business processes and how functionality is implemented within the ERP platform to support Emco business processes
- Continually develop ERP platform functional and technical support skills
- Perform other related activities, as necessary or as assigned.