- Title: Enterprise Applications Support Analyst
- Rate: $55 - $65/hr DOE (12 month contract)
- Requirements: Prior experience triaging issues related to large ERP system deployment
- Location: Phoenix, AZ (Hybrid - 2 days remote)
Our client, a Fortune 500 company, is seeking an Enterprise Applications Support Analyst with prior experience providing advanced technical and functional support for large-scale ERP deployments . This role serves as the primary escalation point for complex issues arising during the rollout of a new system to thousands of field users across the U.S. Responsibilities include managing and prioritizing support tickets in ServiceNow to identify root causes, working collaboratively with cross-functional teams on system configuration and delivering field user training. Success in this role requires exceptional communication, problem-solving, and technical skills.
Responsibilities:
- Provide advanced technical and functional support for a large-scale enterprise system, addressing user issues and ensuring seamless operations.
- Serve as the primary escalation point for unresolved issues, collaborating with cross-functional teams to identify and implement solutions.
- Monitor and manage support tickets using ServiceNow, ensuring timely resolution in alignment with SLA requirements.
- Assist in the deployment and configuration of system modules, ensuring alignment with organizational workflows and business requirements.
- Contribute to and execute product development roadmaps based on future-state operating visions and strategies.
- Conduct root cause analysis for recurring issues and implement long-term corrective actions.
- Collaborate with developers, business analysts, and stakeholders to ensure system enhancements meet business needs.
- Coach and train team members to ensure effective deployment of readiness activities to Maintenance Operations teams and other stakeholders.
- Provide end-user training and create comprehensive documentation, including FAQs, user guides, and training materials.
- Coordinate with external vendors and implementation partners to troubleshoot and resolve technical and functional challenges.
- Support data migration and integration processes, ensuring accuracy and consistency within the environment.
Technical Expertise:
- Minimum of 5 years of experience providing advanced technical and functional support for enterprise-level applications.
- Strong knowledge of relationships between business operations and technical system configuration, data migration, and integration processes.
- Experience with ServiceNow or similar ticketing systems for issue tracking and resolution.
- Proficiency in analyzing and resolving complex system issues, including root cause analysis and long-term corrective actions.
- Proficiency in Excel for data analysis, reporting, and tracking system performance metrics.
Soft Skills:
- Exceptional problem-solving skills to address and resolve complex technical issues efficiently.
- Outstanding customer service skills to support field users and stakeholders with professionalism and empathy.
- Excellent communication skills to effectively collaborate with cross-functional teams, vendors, and end-users.
- Go-getter mentality with the ability to take initiative and work proactively in a dynamic environment.
- Strong independence and self-motivation to manage tasks with minimal supervision.
