Role summary:
Lead the ERP Help Desk function, own SLA performance and continuous improvement for enterprise ERP applications. Combine hands-on incident resolution with process ownership, stakeholder management and vendor coordination.
Key responsibilities
· Lead and mentor a team of ERP Support Analysts (L1/L2); manage rostering and performance.
· Own incident, problem and change processes for ERP (ServiceNow/JIRA); ensure SLA/KPI adherence.
· Troubleshoot and resolve escalated functional and integration issues across Finance, Procurement, HR, Supply Chain.
· Manage user provisioning, segregation of duties (SoD) checks and access control governance.
· Drive continuous improvements: knowledge base, runbooks, automation of common fixes and ticket deflection.
· Coordinate with Dev/Ops, DBAs, integration teams and external vendors for major incidents, upgrades and releases.
· Participate and lead UAT, cutovers and post-implementation support for ERP enhancements.
· Report on KPIs (MTTR, SLA compliance, ticket volumes), craft action plans and present to stakeholders.
Required skills & experience
· Bachelor’s degree (preferably IT/CS/Commerce); advanced degree a plus.
· 8+ years ERP support experience with at least 2 years leading a team or project.
· Strong functional knowledge of one or more ERP systems (SAP ECC/S/4HANA, Oracle EBS/Cloud, MS Dynamics or NetSuite).
· Experience with ticketing & ITSM (ServiceNow preferred) and ITIL processes.
· Familiar with access governance, SoD principles and compliance audits.
· Strong stakeholder management, written and verbal communication skills.
· Comfortable with incident command during P1 outages and post-mortem leadership.
Desirable
· ERP certification (SAP/Oracle/Microsoft) or relevant technical skills (SQL, scripting, basic integration knowledge).
· Experience with automation (scripts, runbooks), reporting tools and cloud ERP landscapes.
Job Type: Full-time
Pay: $93,104.48 - $132,125.82 per year
Benefits:
- Health insurance
- Paid time off
Work Location: In person
