ERP Application Support Specialist

Nazdar Company•Shawnee, KS

2d•Onsite

About The Position

As a manufacturing and distribution business, our operations depend on Infor M3 ERP running reliably across production, supply chain, warehousing, and order fulfilment as well as key finance functions of AR, AP and Financial reporting. The ERP Application Support Specialist is the day-to-day point of contact for users of the M3 platform, triaging, troubleshooting, and resolving the questions, incidents, and service requests that come from the shop floor, the warehouse, and the wider business. Sitting within the IT team, this role keeps users productive and the application running smoothly. The specialist works closely with operational and functional teams, developers, and contributes to the ongoing improvement, configuration, and documentation of the M3 environment. This is a hands-on support role suited to someone who enjoys problem-solving, understands how an ERP underpins a manufacturing and distribution operation, and is comfortable owning issues from first report to resolution. This role is ideal for someone who is both detail-oriented and process-driven.

Requirements

Bachelor’s degree in Information Technology, Business Systems, Data Management, or related field (or equivalent experience).
3+ years of experience supporting ERP systems (user administration, data management, or functional support).
Familiarity with ITSM / ticketing tools and structured incident and request management.
Strong troubleshooting and analytical skills, with the ability to investigate methodically and document findings clearly.
Excellent written and verbal communication, with the ability to explain technical issues to non-technical users.
Customer-service mindset, with patience and empathy to support users of varying technical confidence across office, warehouse, and production environments.
Experience working with Microsoft 365 applications (Outlook, Excel, PowerPoint, Teams, etc.).

Nice To Haves

Direct experience with the Infor M3 ecosystem: H5 client, Smart Office, Infor OS, ION, MEC, Infor Document Management (IDM)
Understanding of the M3 data model and the ability to run queries or analyze data to investigate issues (e.g. SQL for on-premise environments).
Exposure to ERP customizations and the development tools around M3 (e.g. MAK, Mongoose), enough to liaise effectively with developers.
Familiarity with EDI and supplier / customer integrations common in distribution.
Experience supporting cloud-hosted / Infor CloudSuite environments and the cadence of managed updates.
ITIL Foundation certification or equivalent process awareness

Responsibilities

Serve as the first and second line of support for Infor M3 users, responding to questions, incidents, and service requests.
Log, prioritize, track, and resolve tickets through the IT service desk / ITSM tool, keeping users informed throughout.
Diagnose functional and technical issues across the M3 modules that drive our operation — production and shop-floor reporting, materials planning (MRP), inventory and warehouse management, procure-to-pay, and order-to-cash / distribution — and identify root cause.
Support the integrations and interfaces that connect M3 to customers, suppliers, and third-party systems (e.g. Infor ION, MEC, EDI, Avalara, ShipERP), monitoring for failures and reprocessing where needed.
Perform routine application configuration and administration: user setup, roles and authorizations (MUA), function options, and standard settings.
Support reporting and analytics requests, including document output (e.g. picking lists, dispatch and customer documents) and a homegrown BI application written in Delphi heavily integrated with M3.
Coordinate with Infor support to escalate, track, and close out vendor-side issues.
Participate in testing of patches, fixes, and updates — including regression testing for periodic CloudSuite / multi-tenant updates — and help validate changes before they reach users.
Create and maintain knowledge base articles, standard operating procedures, and user guides; deliver informal training and floor-walking across office, warehouse, and production users.
Work with functional / business analysts and developers to scope enhancements and hand off issues that require configuration or development beyond standard support.
Identify recurring issues and opportunities for improvement and contribute to the continuous improvement of the ERP environment and its supporting business processes.
Some out-of-hours support, for critical issues affecting production, key financial reporting deadlines and validating production upgrades.