IT ERP Support Analyst

IT ERP Support Analyst

Birmingham, AL, United States

Permanent

Communication

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Summary :

The IT ERP Support Analyst is responsible for serving as a single point-of-contact for production issues, servicing requests for ERP end-users and functionality enhancements, and ensuring timely and appropriate resolution of multiple medium-difficult production issues. Analyze user requirements, procedures, and issues, determine how to resolve issues, improve processes, or enhance functionality of ERP. Perform problem identification and on-the-spot training to prevent problem reoccurrence and transfer knowledge to the user community. Work with ERP development team to test and drive issue resolution and update systems documentation help and test ERP changes.

What You'll Do :

Be the initial contact of tickets in the JIRA ticketing queue – engage business user to replicate issues, educate, determine actionable items to resolve request in ERP

Work with the team in creation of intake and production problem tickets, being accountable for the thoroughness, accuracy, and timeliness of tickets

Analyze multiple medium-difficult business problems and assess how automated systems or process changes can be implemented to solve them

Log programming issues needed for system glitches or system enhancements for in JIRA

Run Data Cleanup reports each day to correct data or have appropriate user make the corrections

Responsible for regression testing activities, identifying expected results, escalating any defect found to the application team

Perform updates to Trade Service and Net Pricer based on external customer requests

Track production support issues, provide dependable updates within the request ticket and ensure appropriate assignments and priorities within the agreed SLA

Set up new hires in ERP, perform role and task changes in ERP for job title changes, Terminate ERP access for associates no longer with the company – assist in auditing ERP access twice a year

Assist users with any issues called in to Help Desk line or work any issue in Support JIRA queue even if not specific to ERP

Identify root cause of single or recurring incident / s, provide development with steps to re-create the incident, provide workaround solution where possible to solve for the user's immediate need. Investigate permanent solutions based on priority

Provide application training and demos which enable the end user community to meet / exceed operational goals and support company defined procedures

Collaborate with team members in preparing documentation for business including Help Desk Notebook or systems documentation for ERP

Other duties as assigned

Qualifications

High School or GED - Required

Good organizational and follow-up skills and the ability to meet time sensitive deadlines

Good verbal and written communication skills

Interpersonal skills necessary to manage business and technical relationships with internal and external clients

Business knowledge of sales, shipping, inventory, purchasing, accounts payable, accounts receivable, receiving, project management

ERP knowledge

Good technical, analytical and problem-solving skills

Ability to adapt to change quickly

Work over-time as needed

Additional Information

Physical Demands :

Sit : Must be able to remain in a stationary position - Frequently – 21% to 50%

Walk : Must be able to move about inside / outside office or work location - Frequently – 21% to 50%

Use hands to finger, handle, or feel : Operates a computer and other office machinery - Constantly – at least 51%

Stoop, kneel, crouch, or crawl : Must be able to crouch down to stock shelves, pick up boxes, or position oneself to maintain computers in the lab / under desks / in server closet - None

Climb or balance : Must be able to ascend / descend on a ladder, forklift, pallet jack, or other warehouse equipment - None

Talk, hear, taste, smell : Must be able to use senses to effectively communicate with co-workers and clients and detect hazardous conditions - Frequently – 21% to 50%

Weight and Force Demands :

Up to 10 pounds - Occasionally – up to 20%

Up to 25 pounds - None

Up to 50 pounds - None

Working Environment :

Exposed to unpleasant or disagreeable physical environment such as high noise level and / or exposure to heat and cold - None

Exposed to electrical hazards; risk of electrical shock - None

Handles or works with potentially dangerous equipment - None

Travels to offsite locations - Occasionally – up to 20%

Disclaimer :

"Rexel USA (A VEVRAA Federal Contractor), and its affiliated companies, is an EEO / Disabled / Veterans employer. All qualified candidates will receive consideration for employment without regard to any characteristics protected by law."

Our goal is to create a workplace where everyone feels respected, valued, and empowered to succeed as we understand that our success and innovation is enhanced by an inclusive and diverse workforce.

Rexel USA (A VEVRAA Federal Contractor), and its affiliated companies, is an EEO / Disabled / Veterans employer. All qualified candidates will receive consideration for employment without regard to any characteristics protected by law.

Company Description

Rexel USA is one of the largest distributors of electrical products, data communication, and related supplies in the United States. Rexel USA operates its electrical distribution business in the United States through eight Regions that go to market under various banner and trade names, including Rexel, Rexel Automation, Gexpro, Mayer, and Platt Electric Supply. In addition to an online store, Rexel USA has a distribution network of over 460 warehouse storefront locations throughout the U.S.

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