External Description: The IT Service Specialist-ERP will provide superior customer service to end users and support any technical requests for various ERP applications to ensure timely resolution. This will involve reading code in order to problem solve and develop solutions. This position will have full responsibility for providing root cause analysis including break/fix and technical troubleshooting. The majority of work is focused on, but not limited to, ERP technologies, including an AS400/RPG system and SAP. While some tasks will be governed by established procedures, this role requires creativity and solid problem-solving skills in order to deliver the required level of service. JOB DUTIES: â?¢ Provide superior customer service support to end users on a variety of issues, mostly related to an AS400/RPG system and SAP. â?¢ Provide root cause analysis of technical customer issues and provide proactive application resolution. â?¢ Strong knowledge of ERP features and solutions. â?¢ Works and manage requests through IT ticketing solution, while also taking on small projects. â?¢ Assist in new feature testing as requested. â?¢ Track and monitor open problems to insure service level standards are met. â?¢ Identify solutions to work around open issues/problems that are under investigation or pending resolution. â?¢ Provide estimates for completion of requests, effectively communicates this to customers and sets accurate expectations for completion. â?¢ Work with customers to define requirements and needs for requests. When needed, coordinates with ERP vendor development team or internal development to implement solutions and resolve issues. â?¢ Work effectively in a team environment and with remote team members and customers. â?¢ Participate in regular staff meetings and communicate relevant information. â?¢ Assist with the creation, maintenance, and management of process documentation. â?¢ Integrates quality at the source thinking. Job Requirement: â?¢ Associates Degree in Applied Technology or other related field. â?¢ Minimum of 2 yearsâ?? experience in customer service with experience in senior level technical support â?¢ Supporting end user applications. â?¢ Using and supporting ERP systems, ideally with AS400/RPG and/or SAP â?¢ Commitment to providing an exceptional customer experience.
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