Position Overview
Job Description
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 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 coor...