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About the role
Role & responsibilities Job Purpose The Epicor ERP Support Executive will act as the first and second level point of contact for all Epicor ERP-related queries within the organization. The role is responsible for resolving user issues, managing master data, handling configuration-level changes, and ensuring smooth day-to-day functioning of the ERP system. The incumbent will also coordinate with the Implementation/Support Partner for issues requiring L2/L3 escalation, ensuring timely resolution and minimal business disruption. Key Responsibilities 1. L1/L2 User Support Work along with IT/ERP Head for all Epicor ERP-related user queries across departments (Finance, Production, Inventory, Sales, Procurement, etc.) Log, track, and resolve support tickets/issues within defined SLAs Troubleshoot functional and basic technical issues raised by end users Provide user guidance/training on standard ERP transactions and workflows 2. Master Data Management Create, update, and maintain master data (Customer, Vendor, Item/Part, BOM, Routing, Warehouse, GL Accounts, etc.) as per defined governance processes Ensure data accuracy, consistency, and adherence to data standards Conduct periodic data audits/cleanups in coordination with process owners 3. Configuration & System Changes Handle configuration-level changes within Epicor (e.g., workflow rules, approval hierarchies, dashboards, BAQs, report layouts, security/user roles) based on approved change requests Support UAT (User Acceptance Testing) for configuration changes, patches, and minor enhancements Maintain documentation of configuration changes for audit and knowledge continuity 4. Escalation & Partner Coordination Identify and escalate complex/technical issues (L2/L3) to the Implementation/Support Partner Track escalated tickets to closure, ensuring timely follow-up and resolution Coordinate under the guidance of IT/ERP Head UAT, deployment, and go-live activities for any partner-driven fixes, patches, or enhancements Act as a liaison between end users, internal IT, and the external support partner 5. Reporting & Documentation Maintain SOPs, user manuals, and FAQs for common ERP processes and issues Prepare periodic reports on ticket status, recurring issues, SLA adherence, and root cause analysis for the IT Head Support internal audits and compliance requirements related to ERP data and processes 6. Continuous Improvement Identify recurring issues and recommend process/system improvements Support rollout of new modules, features, or process changes within Epicor Assist in testing and validation of patches/upgrades released by Epicor or the support partner Preferred candidate profile Key Skills & Competencies Strong functional knowledge of Epicor ERP (preferably Epicor Kinetic/E10) across modules such as Finance, Manufacturing, Inventory, Sales/Procurement Understanding of master data structures and configuration setup in Epicor Basic knowledge of BAQs, Dashboards, BPMs (preferred, not mandatory) Good troubleshooting and analytical skills Strong communication and coordination skills (internal users + external partner) Ticketing tool experience (e.g., ServiceNow, Freshservice, JIRA, or similar) if available will help Ability to document processes clearly (SOPs, user guides) Knowledge of .NET technologies (C#, ASP.NET) and basic coding/scripting skills will be an added advantage (useful for customizations, BPM directives, and coordinating technical fixes with the support partner) Qualifications & Experience Education: Bachelor's degree in IT, Computer Science, Engineering, or related field (MBA preferred but not mandatory) Experience: 2 - 5 years of experience supporting Epicor ERP (or similar ERP) in a user organization or as part of an implementation/support partner team Certifications (Preferred): Epicor functional/technical certification (if available) Key Interfaces Internal: IT Head, Department Users (Finance, Production, Sales, Procurement, Warehouse), Internal Audit External: Epicor Implementation/Support Partner (for L2/L3 issues, patches, and enhancements) Key Performance Indicators (KPIs) Ticket resolution time (L1/L2) vs. SLA First-call/first-contact resolution rate Master data accuracy/error rate Number of escalations resolved with partner within agreed timelines User satisfaction score Documentation/SOP completeness and currency