Position Summary
This is an exciting opportunity to join the team as an ERP Support Analyst. Reporting to the VP, Enterprise Applications. The role is responsible for diagnosing and resolving ERP issues through system knowledge and configuration, with a focus on SAP S/4HANA and SAP Business By Design. This is a hands‑on functional role, not a pure triage position. The analyst is expected to own issues through to resolution, including performing configuration changes, data corrections, and process adjustments where appropriate. The role works closely with business users to understand root causes and improve system usage.
Essential Duties and Responsibilities
Ticket Management & Triage
- Support ticket intake and prioritization as part of the wider support process
- Classify, prioritize, and route tickets (break/fix, enhancements, changes)
- Manage ticket lifecycle from creation through to resolution or escalation
- Diagnose and resolve ERP issues using functional knowledge and system configuration
- Manage configuration changes within S/4HANA and SAP By Design to resolve issues
- Conduct root cause analysis across process and system layers
- Own issues end-to-end, escalating where technical development or 3rd party intervention is required
User Support
- Provide direct support to global business users across finance, operations, and commercial
- Communicate clearly with non-technical users to understand and resolve issues
- Deliver guidance, workarounds, and system usage support
Change & Enhancement Routing
- Identify requests requiring formal change control
- Route enhancements and changes through the governance process
- Support documentation of business requirements where needed
Experience
- Relevant qualification related to ERP systems or IT support.
- 4–7 years in application support, helpdesk, or ERP support role
- Experience supporting ERP systems in a business environment
- Hands‑on experience resolving L1/L2 issues
- Strong experience working directly with business users
- Experience with S/4HANA essential; exposure to SAP Business By Design desirable
- Strong communication skills with both technical and non-technical stakeholders
- Customer‑focused mindset with a proactive approach
- Ability to prioritize and manage multiple tickets effectively
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