ERP Operations & Support Lead

ERP Operations & Support Lead

The ERP Operations & Support Lead is responsible for the operational support, stability, usability, and continuous improvement of LONG Building Technologies’ enterprise resource planning platforms, including Microsoft Dynamics 365 and SIS. This role leads ERP support operations, manages incident and service request resolution, coordinates application releases and production updates, and serves as the primary liaison between business users and the ERP development team.

The position supports reliable system performance through user training, communication, documentation, security access coordination, and continuous process improvement initiatives that enhance the effectiveness of business operations and the overall user experience.

Pay Range: $90,000 - $125,000 annually

Medical, Dental and Vision Insurance, Voluntary Life Insurance, Voluntary Accident and Critical Care Insurance, Basic Life, Short-Term and Long-Term Disability, Employee Assistance Program (EAP), 401(k) with Employer Matching contributions, Profit Sharing/Bonus/Commission Program as applicable, Paid Time Off, Paid Community Service Day, 8 Paid holidays, Tuition Reimbursement, Pet Insurance, Legal and IDShield are offered to eligible employees.

Essential Duties and Responsibilities

• Serve as the primary Level 3 support lead and first responder for ERP-related issues.
• Own and manage the ERP support ticket queue, ensuring timely triage, prioritization, and resolution.
• Lead root cause analysis efforts for recurring issues and partner with development teams to implement long-term solutions.
• Develop and track key service metrics, including ticket backlog, response times, and resolution performance.
• Continuously improve support processes and user experience.
• Coordinate ERP application releases, deployments, and production updates.
• Partner with development, testing, and business teams to ensure successful release execution.
• Manage release communications, documentation, and post-deployment validation activities.
• Monitor and report on release outcomes and operational impacts.
• Act as the primary point of contact between ERP users and the ERP team.
• Communicate system updates, releases, planned maintenance, outages, and known issues.
• Evaluate business requirements and determine appropriate support, training, and communication approaches.
• Develop training materials, job aids, and knowledge base content.
• Deliver user training sessions and promote ERP adoption and best practices.
• Process and coordinate ERP security access requests.
• Assist with security audits, access reviews, and compliance-related activities.
• Maintain documentation related to user roles, permissions, and support processes.
• Other duties as assigned.

Qualifications

• Bachelor’s degree in information systems, Computer Science, Business, or equivalent experience.
• 3+ years of experience supporting ERP systems, enterprise applications, or business-critical software platforms.
• Experience managing support tickets, incident resolution, and user communications.
• Strong analytical and troubleshooting skills with experience conducting root cause analysis.
• Excellent verbal and written communication skills.
• Ability to work effectively with technical teams, business stakeholders, and end users.
• Strong organizational skills with the ability to manage multiple priorities simultaneously.
• Experience supporting Microsoft Dynamics 365, ERP, CRM, or similar enterprise platforms.

Preferred Qualifications

• Experience coordinating software releases and deployment activities.
• Experience in creating training materials and conducting user training sessions.
• Knowledge of security administration and user access management processes.

Physical Requirements

• This position may involve sitting for extended periods, lifting, bending, and kneeling.
• This position may require lifting to 25 lbs. from floor to counter top and counter top to floor.

Environment

• Indoor, office environment

Competencies

To perform this position successfully, an individual must display the following qualities.

• LONG expects its employees to understand and meet customer needs, collaborate effectively with colleagues, manage potential hazards and risks, and…