IT ERP Support Analyst

IT ERP Support Analyst

Rexel USA is one of the largest distributors of electrical products, data communication, and related supplies in the United States. 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

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

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%
• 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%

Working Environment:

• 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.