Deliver Level 1 and Level 2 technical resolutions for enterprise applications (ERP, CRM, SCM) to sustain continuous system availability and functional reliability.
Investigate and resolve application incidents and change requests to expedite service restoration and implement authorized system modifications.
Conduct targeted system training sessions for end-users to accelerate platform adoption and mandate strict business process compliance.
Administer system evaluation and testing phases (SIT and UAT) to verify functional accuracy and guarantee alignment with core business requirements.
Orchestrate project execution alongside business stakeholders to drive on-time delivery and achieve complete requirement fulfillment.
Compile operational performance reports to provide management with actionable insights on system health, incident trends, and issue resolution metrics.
Navigate internal and external audit engagements by validating system controls and upholding strict enterprise compliance standards.
Champion user-focused service standards to elevate stakeholder confidence, maximize user satisfaction, and sustain high-quality operational delivery.
Complete strategic IT initiatives and technical assignments delegated by management to advance overarching departmental objectives.
REQUIREMENTS
Bachelor's Degree in Computer Science, IT or any related field.
Minimum 5 years of progressive IT support experience in a manufacturing environment, including experience supervising technical staff in 24/7 operational settings.
Technical proficiency in data validation and troubleshooting, alongside a strong capability in incident management and root cause analysis (RCA) within production environments.
Ability to coordinate complex system upgrades, including System Integration Testing (SIT) and User Acceptance Testing (UAT), while ensuring operational compliance and audit readiness.
Strong analytical skills to evaluate business processes for system improvements and the communication capability to bridge technical teams with manufacturing stakeholders.
Basic knowledge of Enterprise Resource Planning (ERP) or accounting systems such as Microsoft Dynamics FO, BC, Acumatica,, Sage, Infor, Epicor, or SAP Business One.
