Enterprise Solutions Operations Systems Analyst

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.

Qualifications:

* Bachelor's degree or higher in Computer Science, Engineering, Information Systems, or other related disciplines or an equivalent combination of education and experience.

* 5+ years of experience as a Systems or Operations Support Analyst supporting ERP and peripheral technologies such as middleware and document generation tools.

Experience with Infor M3 ERP, & familiarity with 3PL Distribution model is preferred.

* 5+ years of experience with business process & analysis, documentation, developing & measuring support delivery metrics, monitoring & alerting configurations.

* Experience with automation and workflow creation to support business process improvements is a plus.

* Ability to learn & understand new business processes and features within the ERP to support new use cases.

* Demonstrated experience with enterprise data integration technologies like EDI, API, etc.

* Demonstrated competence in data literacy and data mining in the context of ERP Data models and schemas to support analysis work.

* A high degree of proficiency in data extraction, manipulation, and analysis using SQL and other relevant tools.

* Analytical mindset, attention to detail, ownership and follow-through.

* Excellent oral & written skills to communicate technical concepts with diverse audiences.

* Excellent technical documentation skills.

* Highly organized with a strong attention to detail.

* Experience in fashion, consumer goods, wholesale and/or retail industry…