ERP Support Specialist – Tier I

Reporting to the ERP Support Team Lead this position is responsible for ensuring that Profit Centre teammates are receiving the high quality service in adherence with support service level objectives. The Tier I ERP Support Specialist will be primarily responsible for:

• Providing ongoing ERP platform functional and technical support for teammates
• Intake of teammate support inquiries
• Logging support inquiries and related activity through the support incident lifecycle in Emcos ITSM platform
• Communicate with ticket submitters to ensure issues are understood
• Collaborating with subject matters experts in other parts of the organization when issues cannot be cleared directly by the ERP support team
• Record track and document the problem-solving process including all successful and unsuccessful decisions made and actions taken through to final resolution
• Day to day monitoring tracking and coordination of service desk incidents
• Prioritization and resolution of support inquiries per the established support service levels
• Strive for first call resolution
• Attain deep knowledge in functionality of ERP platform modules and integrated applications
• Understand Emco business processes and how functionality is implemented within the ERP platform to support Emco business processes
• Continually develop ERP platform functional and technical support skills
• Perform other related activities as necessary or as assigned.

Qualifications :

• Diploma or degree in an Information Technology Systems or Business related discipline
• Minimum 2 years experience working in an application support or business analyst role
• Experience and comfort working with business software systems an asset
• Experience working within and managing issues and incidents within an ITSM platform
• Previous customer service desk experience an asset 
• Working in a power user or application support role for an ERP or CRM system an asset
• Experience with the Infor M3 ERP platform an asset

Other Skills

• Bilingual (French and English) is an asset
• Previous ERP experience is an asset
• Exceptional customer service orientation
• Sound verbal and written communication skills
• Good listening skills
• Ability to adapt to quickly to changing priorities in a fast-paced environment
• High degree of accuracy and attention to detail
• Eager to fully understand end users issues find solutions promptly
• Building and maintaining positive relationships
• Solution-oriented focusing on driving end user issues to timely and satisfactory resolution
• Proactively looking for improvements and efficiencies with a focus on end user experience
• Supporting established incident management procedures through the incident lifecycle
• Organized with the ability prioritize and multitask
• Ability to absorb and retain information quickly
• Highly self-motivated self-directed and keen attention to detail
• Proven analytical troubleshooting and problem-solving abilities
• Experience working in a team-oriented collaborative environment
• Experience utilizing enterprise ITSM / ticketing tool
• Proficiency with MS Office based software

Additional Information :

Salary Range: $50000 - $55000 per year

Applicants must be eligible to work from/working in Canada.

EMCO is an equal opportunity employer and is committed to maintaining a discrimination harassment and barrier free workplace where all employees can contribute to their fullest potential. EMCO is committed to diversity equity and inclusion in our workplaces. All employment decisions are based on business needs job requirements and individual qualifications without regard to race colour creed place of origin sex sexual orientation gender gender identity gender expression religion family or parental status or any other characteristic protected by the law. We welcome applications from all minority group members women Aboriginal persons persons with disabilities members of sexual minority groups neurodiversity and others who may contribute to the further diversification of ideas.

EMCO is an equal opportunity employer and is committed to maintaining a discrimination harassment and barrier free workplace where all employees can contribute to their fullest potential. EMCO is committed to diversity equity and inclusion in our workplaces. All employment decisions are based on business needs job requirements and individual qualifications without regard to race colour creed place of origin sex sexual orientation gender gender identity gender expression religion family or parental status or any other characteristic protected by the law. We welcome applications from all minority group members women Aboriginal persons persons with disabilities members of sexual minority groups neurodiversity and others who may contribute to the further diversification of ideas.

EMCO uses third-party artificial intelligence to assess resumes to facilitate the review of candidates. For further information please contact .

Remote Work :

Yes

Employment Type :

Full-time