Business Systems Support Specialist

$2,500 Hire Bonus – 50% paid after 30 days of employment, balance after 90 days.

Summary:

The Business Systems Support Specialist is responsible for providing technical support and maintenance for the company's business systems and applications. This role involves troubleshooting issues, ensuring system performance, and supporting end-users to enhance their productivity. The specialist will work closely with various departments to understand their system needs and deliver effective solutions.

Key Responsibilities:

System Support and Maintenance:

1. Provide technical support for business systems and applications, ensuring minimal downtime and maximum efficiency.

2. Troubleshoot and resolve system issues, coordinating with vendors or other IT staff as necessary.

End-User Support:

1. Assist end-users with system-related issues and provide training on business applications.

2. Develop and maintain user guides, documentation, and training materials.

3. Conduct user training sessions to enhance system utilization and proficiency.

Incident and Problem Management:

1. Manage and prioritize support tickets, ensuring timely resolution of incidents and problems.

2. Document incidents, root causes, and resolutions to build a knowledge base for future reference.

3. Analyze recurring issues and recommend improvements to prevent future occurrences.

Collaboration and Communication:

1. Collaborate with cross-functional teams to understand business requirements and translate them into technical solutions.

2. Communicate system updates, changes, and outages to end-users and stakeholders.

3. Work with vendors and service providers to escalate and resolve complex issues.

System Development and Enhancement:

1. Assist in the development and implementation of new business systems and enhancements to existing systems.

2. Participate in system testing, validation, and deployment activities.

3. Provide input on system design and improvement initiatives.

Report Development and Maintenance:

• Design, develop, and maintain custom reports and dashboards within the ERP system.

• Utilize reporting tools and languages (e.g., SQL, Crystal Reports, Power BI) to create actionable insights.

• Ensure reports are accurate, reliable, and meet the business requirements.

Requirements Gathering and Analysis:

• Collaborate with business units to understand their reporting needs and objectives.

• Translate business requirements into technical specifications for report development.

• Conduct regular reviews with stakeholders to ensure reports align with their needs.

Additional Major Responsibilities:

• Tier 1 Help Desk Support: All IT team members are responsible for assisting with Tier 1 help desk support. This includes responding to user support requests, troubleshooting basic hardware and software issues, and ensuring timely resolution to enhance user productivity.

• Business Process Documentation and Standardization: Support the documentation and standardization of business processes across all business units. This includes working closely with department stakeholders to understand workflows, identify gaps, and create consistent documentation to improve cross-functional alignment and system usage.

   Qualifications:

• Education: Associates or Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field.

• Experience: Minimum of 3-5 years of experience in a business systems support role or similar position.

• Hands-on experience with Epicor ERP 10 or Kinetic ERP is required. The ideal candidate will be familiar with system navigation, configuration, and support in an Epicor environment.

• Skills:

  • Strong technical aptitude and troubleshooting skills.

  • Proficiency in business systems and applications such as ERP, CRM, and other enterprise software.

  • Excellent communication and interpersonal skills.

  • Ability to manage multiple tasks and priorities in a fast-paced environment.

  • Strong problem-solving and analytical skills.

  • Knowledge of database management and SQL is a plus.

Work Environment:

• The position may require occasional after-hours support for system updates or emergency issues.

• Ability to work in a dynamic and collaborative team environment.

• May require occasional travel to company locations or conferences.