Applications Support Associate

Cretex•Brooklyn Park, MN

About The Position

Cretex is seeking an entry-level Epicor Kinetic Business Analyst / Support Associate to bridge business operations support and the technical ERP ecosystem. The associate will help support and optimize the Epicor Kinetic ERP platform to improve business efficiency, working under the mentorship of senior ERP team members. The role includes partnering with business departments to gather requirements, troubleshoot system processes, and support improvements; serving as the first point of contact for Epicor Kinetic support requests; and helping enhance AI-driven support automation. The associate will maintain reliable Epicor documentation and knowledge sources, review AI-generated classifications and responses for accuracy, and help identify opportunities to automate common, low-complexity requests. This is a full-time salaried position requiring the employee to live locally in the immediate area. Cretex describes the role as part of a collaborative, innovation-focused IT team, with opportunities to suggest improvements and contribute to the company's enterprise technology footprint and manufacturing operations.

Requirements

At least 1 year of experience in an IT, business analysis, or systems-support role.
Understanding of how AI and machine-learning models operate, including training data, feedback loops, and prompting, and eagerness to learn AI-enabled support and automation tools.
Strong problem-solving skills and a logical approach to diagnosing technical issues and debugging process flows.
Strong written and verbal communication skills, including the ability to explain technical concepts clearly to non-technical business users.
Curiosity and self-motivation to learn manufacturing processes, the Epicor Kinetic ERP ecosystem, and AI-enabled support workflows.
Ability to work collaboratively in a team-oriented environment, handle multiple tasks, and prioritize work based on business impact.
Process improvement and change management mindset.
Proficiency with Microsoft Office, including Outlook, Word, Excel, PowerPoint, and Publisher.
Attention to detail and organizational skills.
Ability to work in a fast-paced team environment and prioritize and multitask.

Nice To Haves

Foundational understanding of business applications and data, with exposure to SQL or relational databases.
Familiarity with enterprise applications or Microsoft business tools such as Power Platform.
AZ-900: Microsoft Certified: Azure Fundamentals or AI-103: Microsoft Certified: Azure AI Apps and Agents Developer Associate.
Experience with Epicor Kinetic ERP and/or Ivanti ITSM platforms.
Familiarity with cloud/SaaS administration, identity and access management concepts, and security controls.
Project management certifications and/or ITIL certification.
Experience in regulated industries.
Exposure to data and analytics platforms, SQL, scripting, workflow automation, or reporting governance.
Continuing education, including participation in local chapters, associations, and/or organizations.

Responsibilities

Act as the initial point of contact for end-user application support, troubleshooting system errors, user provisioning, data discrepancies, and process bottlenecks.
Collaborate with stakeholders in Manufacturing, Supply Chain, Finance, and Procurement to document business requirements, identify process improvements, and support system enhancements.
Help streamline workflows, eliminate manual processes, and improve data accuracy in the applications support ecosystem and related business processes.
Log, categorize, and add appropriate metadata to incoming Epicor Kinetic support requests in the IT ticketing system.
Assess the business impact of support requests and prioritize tickets according to established Service Level Agreements.
Troubleshoot and resolve standard technical and functional issues, including password resets, security access, basic print routing errors, and data entry corrections.
Document and escalate complex system bugs or custom code issues to senior Business Analysts, Developers, or external Epicor support.
Document ticket root causes, resolution steps, and workarounds for the internal IT knowledge base and user self-service documentation.
Monitor ticket trends to identify recurring user errors or system pain points and propose targeted training or system adjustments to the Lead Business Analyst.
Help administer and scale an internal AI support and triage tool.
Curate and organize historic ERP ticket resolutions, Epicor Kinetic documentation, standard operating procedures, and work instructions as AI knowledge sources.
Collaborate with senior team members to identify common user inquiries and test and improve automated workflows for repetitive, low-complexity issues.
Review automated ticket classifications and AI-generated solutions, provide feedback, and flag incorrect or outdated answers.

Benefits

401(k) retirement savings plan with a company match contribution.
Onsite health clinics.
Discretionary holiday bonus program based on years of service.
Cretex University.
24/7 employee assistance program with access to five confidential visits with a licensed counselor at no cost.
Wellness program with incentives.
Employee death benefit.
Employee sick and safe leave.
For employees working 20 or more hours per week: medical insurance, including access to virtual providers; dental insurance; vision insurance; a pre-tax health savings account; healthcare and dependent care pre-tax reimbursement accounts; paid holidays; paid time off; and discretionary profit sharing.
For employees working 30 or more hours per week: parental leave, accident and critical illness benefits, optional employee, spouse, and child life insurance, short- and long-term disability, company-provided life insurance, and tuition assistance.