Job Description

We are a dynamic company operating in the wholesale distribution industry, seeking an experienced ERP Analyst to join our team. Our ideal candidate will have a strong background in ERP systems, integration processes, and wholesale distribution operations. If you’re passionate about optimizing business processes and systems, this could be the role for you.

Reporting to the Manager of Systems and Integrations, you’ll play a key role in driving system improvements and delivering solutions that meet business needs. This position typically requires 7+ years of related experience.

Key Responsibilities:

• Lead and manage ERP related projects or initiatives, from concept to completion, ensuring alignment with business goals and delivering on time
• Analyze and support ERP systems, ensuring seamless integration with various business functions and third-party systems
• Collaborate with stakeholders to define project scope, timelines, and deliverables, and coordinate with cross-functional teams to implement solutions
• Work closely with cross-functional teams to understand business needs and implement ERP solutions that drive operational efficiency
• Assist in troubleshooting and resolving any system integration issues to ensure minimal downtime
• Develop and maintain documentation for ERP system configurations, changes, and integration processes
• Collaborate with vendors and stakeholders to ensure ERP solutions meet current and future business needs
• Provide end-user support and training for ERP functionalities
• Monitor and optimize system performance to improve business processes and user experience

Qualifications

• College or University Education in Computer Science, Finance, Data Analysis or equivalent work experience
• Ability to communicate technical information in a non-technical way, both verbal and written to a wide range of end-users
• Must be self-motivated and able to work effectively both alone and as part of a team
• Minimum of 3 years of experience working with ERP systems, preferably in wholesale distribution
• Demonstrated experience in leading projects or initiatives involving ERP systems or technology integration
• Strong understanding of integration processes and ERP modules
• Experience with wholesale distribution workflows and related technology solutions
• Proficient in analyzing and troubleshooting ERP systems and integrations
• Ability to communicate technical solutions to both technical and non-technical stakeholders
• Strong problem-solving skills and attention to detail
• Excellent communication and interpersonal skills
• Ability to travel, primarily within Canada
• Experience with ERP systems like Infor M3 (CSDE), SAP, Oracle, or similar platforms
• Proficiency in French is a plus

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Job Description

Reporting to the ERP Support Team Lead, this position is responsible for ensuring that Profit Centre teammates are receiving the high quality service in adherence with support service level objectives. The Tier I ERP Support Specialist will be primarily responsible for:

• Providing ongoing ERP platform functional and technical support for teammates
• Intake of teammate support inquiries
• Logging support inquiries and related activity through the support incident lifecycle in Emco’s ITSM platform
• Communicate with ticket submitters to ensure issues are understood
• Collaborating with subject matters experts in other parts of the organization when issues cannot be cleared directly by the ERP support team
• Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution
• Day to day monitoring, tracking and coordination of service desk incidents
• Prioritization and resolution of support inquiries per the established support service levels
• Strive for first call resolution
• Attain deep knowledge in functionality of ERP platform modules and integrated applications
• Understand Emco business processes and how functionality is implemented within the ERP platform to support Emco business processes
• Continually develop ERP platform functional and technical support skills
• Perform other related activities, as necessary or as assigned.

Qualifications

• Diploma or degree in an Information Technology, Systems or Business, related discipline
• Minimum 2 years experience working in an application support or business analyst role
• Experience and comfort working with business software systems an asset
• Experience working within and managing issues and incidents within an ITSM platform
• Previous customer service desk experience an asset 
• Working in a power user or application support role for an ERP or CRM system an asset
• Experience with the Infor M3 ERP platform an asset

Other Skills

• Bilingual (French and English) is an asset
• Previous ERP experience is an asset
• Exceptional customer service orientation
• Sound verbal and written communication skills
• Good listening skills
• Ability to adapt to quickly to changing priorities in a fast-paced environment
• High degree of accuracy and attention to detail
• Eager to fully understand end user’s issues, find solutions promptly
• Building and maintaining positive relationships
• Solution-oriented focusing on driving end user issues to timely and satisfactory resolution
• Proactively looking for improvements and efficiencies with a focus on end user experience
• Supporting established incident management procedures through the incident lifecycle
• Organized with the ability prioritize and multitask
• Ability to absorb and retain information quickly
• Highly self-motivated, self-directed and keen attention to detail
• Proven analytical, troubleshooting, and problem-solving abilities
• Experience working in a team-oriented, collaborative environment
• Experience utilizing enterprise ITSM / ticketing tool
• Proficiency with MS Office based software

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