ERP Support Specialist – Tier I

Overview

Provide Tier I ERP support, troubleshoot issues, manage tickets, and ensure SLA compliance.

Key Responsibilities

• incident monitoring
• ticket logging
• support resolution
• erp support
• process documentation
• stakeholder communication

Tasks

-Day to day monitoring, tracking and coordination of service desk incidents -Logging support inquiries and related activity through the support incident lifecycle in Emco’s ITSM platform -Prioritization and resolution of support inquiries per the established support service levels -Collaborating with subject matters experts in other parts of the organization when issues cannot be cleared directly by the ERP support team -Supporting established incident management procedures through the incident lifecycle -Continually develop ERP platform functional and technical support skills -Proactively looking for improvements and efficiencies with a focus on end user experience -Providing ongoing ERP platform functional and technical support for teammates -Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution -Building and maintaining positive relationships -Communicate with ticket submitters to ensure issues are understood

Requirements

• infor m3
• itsm
• ms office
• degree
• bilingual
• customer service

What You Bring

-Experience with the Infor M3 ERP platform an asset -Previous customer service desk experience an asset -Previous ERP experience is an asset -Experience utilizing enterprise ITSM / ticketing tool -Exceptional customer service orientation -Experience working in a team-oriented, collaborative environment -Working in a power user or application support role for an ERP or CRM system an asset -Experience and comfort working with business software systems an asset -Minimum 2 years experience working in an application support or business analyst role -Sound verbal and written communication skills -Ability to absorb and retain information quickly -Ability to adapt to quickly to changing priorities in a fast-paced environment -Organized with the ability prioritize and multitask -Diploma or degree in an Information Technology, Systems or Business, related discipline -Bilingual (French and English) is an asset -High degree of accuracy and attention to detail -Highly self-motivated, self-directed and keen attention to detail -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 -Proven analytical, troubleshooting, and problem-solving abilities -Proficiency with MS Office based software -Experience working within and managing issues and incidents within an ITSM platform -Good listening skills

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About Emco Corporation: Plumbing, Hvac, Waterworks, Industrial, Irrigation, Fire Protection

-Provides specialized solutions for commercial, residential, and industrial sectors. -Serves clients nationwide, offering products from plumbing fixtures to complex fire protection systems. -Delivers tailored solutions to meet the specific needs of each project. -Focuses on key sectors like waterworks, fire protection, and HVAC, ensuring efficient and reliable systems. -Known for comprehensive inventory and swift product availability.

Sector Specialisms