Operations Systems Analyst - ERP

ERP and Operations Administration

Responsible for monitoring the general health of ERP, its ancillary systems, and integrations that connect into & from ERP and assess and execute any corrective actions. Demonstrate comprehensive knowledge and understanding of ERP and collaborate with cross-functional stakeholders to resolve reported issues.

Independently execute and support ERP & established data integrations with other enterprise systems. Troubleshoot by applying advanced & effective problem-solving techniques and taking corrective actions to enable normal functioning of the system.

Perform daily systems management that includes monitoring failed and stuck jobs, integration failures, data to & from 3rd parties and external business partners, fixing missing critical data etc.

Demonstrate sound understanding of data & process interdependencies and assess immediate effects of changes. Optimize process efficiency by monitoring workflows, analyzing data, and recommending technical improvements.

Analyze data to validate process outcomes & reported incidents. Demonstrate proficiency with ERP data model, business processes & related complex data requirements and writing SQL queries for data retrieval, data analysis, identifying data anomalies and problem solving. Make resolution decisions based on guidelines and adapt existing approaches to resolve issues.

Develop and refine alerting mechanisms for critical systems to minimize delay in discovery of any issues and promote prompt actions.

Incident Management, Resolution & Operations Review

Act as the primary first level contact for monitoring incidents, alerts, and service requests related to ERP & integrations. Triage, analyze and facilitate resolution of the tickets within timely manner as prescribed by SLAs.

Collaborate with engineers, analysts, and business stakeholders to articulate common user issues and implement preventive measures to proactively address recurring issues.

Conduct the deep dive troubleshooting & publish root cause analysis (RCA) for the incidents that had business impacts.

Conduct support ticket analysis to produce trends and insights. Represent Enterprise Solutions team at Monthly Operations Review by presenting on the ERP performance, incident response and resolution SLA trends, and other support metrics.

Perform initial diagnostics, escalation, coordination and follow-thru with vendor product support for SaaS solutions to ensure speedy and successful resolution of vendor product issues.

Documentation

Create and maintain system and operational documentation of all data integrations, business processes, troubleshooting guide, and data flows between ERP and other systems.