ERP Application Support Specialist

About The Job

The ERP Application Support Specialist serves as the first and second line of support for Infor M3 users, responding to questions, incidents, and service requests. They 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.
• Cook up 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.

Duties And 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.
• Cook up 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.

Required Qualifications And Skills

• 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.
• A 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.).

Preferred

• 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.

Here’s What’s In It For You

• We are an Equal Opportunity Employer that values our employees and offers a competitive pay and benefits package, an encouraging, supportive environment with training, professional development, recognition programs, and career growth opportunities.
• Our benefits include medical, dental, vision, 401(k), life insurance, flexible spending account options, paid short-term and long-term disability, paid time off, and paid Company holidays.
• We believe that people will always be the heart of our success. That is why we truly value our employees and work to inspire them.
• We are committed to delivering a work experience that is rewarding and fun, and are proud to have one of the longest-tenured staff in the industry.