ERP Support Analyst

ProDriven Global Brands is a world leader for innovative safety and security solutions that trade professionals prefer over all others.  ProDriven solutions increase jobsite productivity and provide unmatched performance that trade professionals trust with their lives and livelihoods.  You will find our market leading products and brands on trucks and job sites all over the world and our users rely on us for equipment and personal safety across countless industries. The ProDriven family of brands is trusted everywhere work gets done.

This position’s main objective is to provide Tier 2 support for our business users on Enterprise Resource Planning (ERP) related issues and questions. In addition to providing day-to-day support and troubleshooting (both simple and advanced), you will collaborate closely with other analysts to deliver timely and effective solutions. You will also lead efforts in building user facing documentation for ERP functionality, coordinating with other analysts and leaders to do so. This is an entry level position within the ERP team. Position will be measured on ticket SLA and volume reduction.

• Analyze and Diagnose Tier 2 Management of Service Desk Tickets related to our JDEdwards ERP system
• Escalate Complex problems or questions to appropriate Tier 3 and Tier 4 Support as necessary
• Identify opportunities for ticket reduction
• Translate end user issues into actionable descriptions for the broader ERP team
• Coordinate, support and develop End User training and documentation
• Develop and deliver training materials, documentation and knowledge base articles to educate Tier 1 support analysts and end-users on common ERP issues, troubleshooting techniques, and best practices
• Monitor and assist with daily data integrity audits, escalating as required
• Assist in the testing, and implementation of ERP system upgrades, patches, and new modules, ensuring smooth integration and minimal impact on business operations
• Support new hire onboarding process by setting up users in the ERP system
• Other duties as assigned

Experience & Education:

Required:  

• Experience in Microsoft Word, PowerPoint, Excel
• Analytical mindset with desire for problem solving
• Experience with ERP Concepts

 Preferred: 

• Bachelor’s degree in Computer Science, Management Information Systems or equivalent
• Experience in providing end user support
• Basic understanding with AGILE and SCRUM software development methodologies
• Basic understanding of SQL or other query languages for data extraction and analysis

 Key Competencies:

• Ability to work with users to identify root cause of problems
• Ability to work with a broader team to solve issues
• Ability to identify patterns and opportunities for improvement
• Passion for documentation and training support
• Willingness and desire to learn cross functional processes
• Enjoy working in a team environment across all business functions

ProDriven Brands is committed to fostering, cultivating, and preserving a culture of diversity, equity and inclusion. ProDriven Brands is an equal opportunity employer and prohibits discrimination and harassment of any kind. All qualified applicants to ProDriven Brands are considered for employment without regard to age, color, disability, ethnicity, family or marital status, gender identity or expression, language, national origin, physical and mental ability, political affiliation, race, religion, sexual orientation, socio-economic status, veteran status or any other protected characteristic. ProDriven Brands will not tolerate discrimination or harassment of any kind based on these characteristics. 

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