ERP & Applications Support Manager

Position Summary:

We are seeking an experienced and service-driven Manager - ERP and Application Support to lead and manage the daily operations of Epicor Prophet 21 (P21) support across the organization.

This role will oversee a team of Level 1 and Level 2 analysts, ensuring timely and accurate resolution of issues, driving continuous improvement in ERP usage, and partnering with business stakeholders to enhance system effectiveness.

As the ERP Support Manager, you will be responsible for ensuring system stability, user satisfaction, and process compliance while aligning ERP support operations with business objectives.

Key Responsibilities:


* Manage and mentor the ERP support team (L1 and L2), providing leadership, guidance, and technical oversight.


* Own and oversee the ERP support queue, ensuring issues are prioritized, assigned, escalated, and resolved per SLAs.


* Serve as the primary escalation point for high-impact or unresolved P21 issues.


* Monitor system performance and proactively identify areas for optimization, process improvement, or user training.


* Collaborate with business leaders and end-users to understand pain points, gather feedback, and recommend solutions.


* Work closely with the ERP development, infrastructure, and integration teams to coordinate support for enhancements and minor change requests.


* Maintain documentation of support procedures, system configurations, and recurring issue resolution workflows.


* Track and report key performance metrics such as ticket resolution time, user satisfaction, and support volumes.


* Drive knowledge sharing and best practices within the support team.


* Coordinate minor upgrades, patches, or release rollouts in conjunction with IT and business stakeholders.

Team Leadership:


* Set clear goals and expectations for support team members.


* Conduct regular team check-ins, performance reviews, and support capacity planning.


* Identify skill gaps and lead training plans to upskill team capabilities.


* Promote a customer-focused and service-oriented culture within the ERP support function.

Qualifications:

Required:


* Bachelor's degree in Information Systems, Business, or related field.


* 5+ years of experience supporting Epicor Prophet 21 in a production environment.


* 3+ years of experience managing or leading ERP support teams.


* Strong functional knowledge of P21 modules such as Order Entry, Purchasing, Inventory, and Finance.


* Proven track record of managing support operations and achieving service delivery goals.


* Familiarity with IT ticketing systems and service management processes.

Preferred:


* Technical Expertise: Provide advanced technical support and expertise in the Prophet 21 (P21) ERP system, ensuring optimal performance and functionality.


* Exposure to SQL, Crystal Reports, and integration troubleshooting.


* Experience with EDI and third-party system int...