ERP SUPPORT & OPERATIONS MANAGER
Wikoff · Fort Mill, SC · 1 mo ago
ManagementFull-time
Key Responsibilities
- Lead and manage ERP support analysts, SQL developers and application support staff.
- Oversee ticket queues and ensure timely resolution of incidents and service requests.
- Establish, track, and enforce SLAs and KPIs for responsiveness, resolution time, and user satisfaction.
- Prioritize issues based on business impact and coordinate escalations when required.
System Stability & Administration
- Own system availability, performance, and reliability of the ERP platform and related applications.
- Perform system administration including user provisioning, role-based security, and access controls.
- Manage patches, updates, and configurations with minimal operational disruption.
- Monitor system health, troubleshoot recurring issues, and implement preventative measures.
Security & Compliance
- Maintain ERP security standards and data integrity controls.
- Conduct periodic audits of user access and system configurations.
- Ensure compliance with internal policies and external regulatory requirements.
Process & Documentation
- Develop and maintain SOPs, knowledge base articles, and support documentation.
- Standardize support workflows and best practices.
- Provide training and guidance to users and support staff.
Vendor & Service Management
- Serve as primary contact for ERP support-related vendor escalations.
- Cookordinate issue resolution with software providers and partners.
Continuous Operational Improvement
- Identify recurring issues and implement root-cause solutions.
- Improve support processes and automation to increase efficiency.
- Monitor system metrics and user feedback to proactively enhance service quality.