ERP Support Analyst Level 2

fgf brands•Toronto, ON

About The Position

Reporting to the Manager, IT ERP Support, the ERP Support Analyst Level II will be the First point of contact for the end-users for all technical issues and service requests. Provide troubleshooting and technical support via phone, chat, and email and manage the ticketing system.

Requirements

Degree or diploma from a recognized technical school or university in a related field or equivalent work experience and at least 2 years of information technology experience.
2+ years of ERP experience
Strong sense of ownership and ability to follow tasks through to completion
Ability to communicate technical information in a clear and understandable manner to non-technical stakeholders
Extremely good written and verbal communication skills
Knowledge and experience of customer service practices
Ability to engage with and seek input from others to ensure delivery to agreed timescales.
Familiarity with distribution processes in food and beverage industry
Experience with Warehouse management system
Experience with XML
Experience with IDOC Structure
SAP support experience

Responsibilities

Responsible for the support for WM system
Monitor corporate central ticketing system to ensure timely resolution of support issues.
Administer the implementation of new or revised systems, evaluate designs, develop technical standards and procedures for system maintenance and operation.
As required, provide timely communication to users on the status of their service requests and incidents.
Assist in the SAP support as required
Monitor SAP IDocs for error reporting and recovery
Monitor and manage the inventory levels between systems
Continuous technical support to manufacturing and other areas as needed.
Undertake IT application-related problem diagnosis, implementing problem resolution or prevention measures as appropriate.
As necessary, liaise with IT suppliers to ensure IT application-related incidents and problems are resolved in a timely and professional manner.
Contribute to technical aspects of key change documentation such as business requirements, change impact assessments, change implementation plans, change tickets, change roll-out plans etc.
Share knowledge and expertise with others, coaching and supporting team members as required.
Undertake knowledge management activities: identifying, controlling and storing any pertinent information, and maintaining knowledge items to ensure that they are current, relevant and valid.
Analyze current documents, processes for efficiency and effectiveness.
User set-up and security group administration

Benefits

Competitive Compensation
Health Benefits
generous flexible medical / Health spending account
RRSP matching program
Tuition reimbursement
Discount program that covers almost everything under the sun - Restaurants, gyms, shopping etc.

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