PURPOSE

The IT department provides end-to-end solutions for the organization, including application development & integration, system deployment, user experience, change management, quality assurance and testing, business and data analytics, and overall project management to help the organization determine and implement the best solutions for its business needs.

The ERP Support team enables business productivity by ensuring highly responsive support of technical and user issues. The ERP Support Specialist I resolves basic incidents and requests submitted by the company's users and participates in projects and continuous improvement initiatives as a Subject Matter Expert (SME). This position will work directly with key partners in all business areas and across all IT teams.

The successful candidate must demonstrate a talent for customer service, a strong sense of urgency, an ability to maintain expertise over multiple ERP systems and technical tools. The candidate must have a drive for continuous improvement through expanding their knowledge of the ERP systems supported and other applications supported by the department. The candidate will learn the usage of various applications and processes utilized by the business.

The candidate should have basic computer knowledge and be able to troubleshoot basic issues in the ERP systems and other applications supported and escalate to the appropriate level, as needed.

ESSENTIAL DUTIES AND RESPONSIBILITIES

• Takes phone calls for ERP questions from computer system users relating to application and/or business process.
• Triage, diagnose, resolve and/or escalate general problems using own knowledge and available resources e.g. senior team members, training manuals, etc. Notes issue and resolution in ticketing system.
• Identify new issues and document solutions to be shared with team and Service Desk partners.
• Support project activities including consultation on application functionality, business process, risks, and alternatives based on application and business process knowledge.
• Recommend application or process improvement to mitigate recurring or high-impact issues.
• Adhere to SLAs for supporting users as set out and agreed to by the business
• Assist with ERP related period-end procedures including but not limited to identifying quantity to cost issues and out of balance transactions.
• Participates in the opening and/or closing of facilities as needed. This may include, but is not limited to, coordinating training, coordinating asset transfers, inventory clean up, write offs, etc.
• Works collaboratively within the IT department and business units to provide an expedient solution to reported issues.
• Must be comfortable working in a team environment and possess a sense of accountability and urgency in completing assignments.
• Other duties as assigned.

SUPERVISORY RESPONSIBILITIES

This job has no supervisory responsibilities.

MINIMUM REQUIREMENTS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.

• High School or GED
• Prior experience providing ERP support or equivalent combination of education and experience.

COMPETENCIES

• Excellent organizational and time management skills.
• Excellent written and verbal communication skills, able to communicate a problem, process, or solution to audiences of different backgrounds or technical skills.
• Ability to communicate effectively; verbally, in chats, in email, and in ticketing system.
• Ability to multi-task is essential.
• Must be a quick learner with the ability to adjust to multiple demands and address shifting priorities.
• Experience and understanding of retail specific business processes, systems and tools is a plus.
• Ability to act individually and as a team member in resolving problems and completing projects.
• Working knowledge of desktop applications and personal computer operations
• Skill in establishing and maintaining effective working relationships
• Customer Service skills, including effective listening and conveying sense of empathy and urgency to help users resolve their issues.
• Analytical and critical thinking. Ability to recognize the patterns of issues and tie them to known solutions and/or determine solutions to new problems. Can distinguish routine issues from highly impactful ones that need immediate escalation.
• Troubleshooting and problem solving. Can methodically diagnose an issue to eliminate causes and pinpoint solutions. Can determine when outside assistance is needed and engage IT Partner teams for support.
• Ability to spot recurring issues and generate ideas for prevention or mitigation.
• Ability to focus on priorities and maintain productivity while facing distractions from multiple sources and a backlog of assigned tasks.
• Able to work independently with little supervision when provided initial guidance and resources.
• Core values align with Builders FirstSource; Safety, People, Integrity, Customers, Excellence

WORK ENVIRONMENT / PHYSICAL ACTIVITY

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work in a remote office setting is generally sedentary but may involve walking or standing for brief periods.
• Dexterity of hands and fingers to operate a computer keyboard, mouse, and to handle other computer components.
• On-call duties, including off-hours, weekends, and holidays to provide support on a scheduled rotation.

Builders FirstSource is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, protected veteran status or status as an individual with a disability.

In compliance with the ADA Amendments Act (ADAAA), if you have a disability and would like to request an accommodation in order to apply for a position with Builders FirstSource, please call (214) 765-3990 or email: [email protected]. Please do not send resumes to this email address - it is intended only to be used to request an accommodation in submitting an application for a job opening.

https://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm

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Other details

• Job Family IT
• Pay Type Hourly

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