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Senior ERP Specialist

1 month ago

Addison, Texas, United States Town of Addison Full time
Job Summary

As a Senior ERP Specialist with the Town of Addison, you will play a critical role in providing exceptional customer service for the Town's ERP software products to users. Your primary responsibility will be to ensure timely resolution of user software issues through data analysis and functionality troubleshooting using development tools, and best practice communication for resolving issues.

Key Responsibilities
  • Provide high-level diagnosis to staff and take over open issues as needed.
  • Provide inbound phone, web, or email software support to resolve complex client inquiries and problems effectively and efficiently.
  • Analyze data reports, forms, and web technologies.
  • Communicate effectively with all parties involved in issue resolution to meet and manage client expectations.
  • Use the Town's ERP client management system to create, track, and/or update details on the specifics of client issue(s).
  • Submit client issues to the development or implementation team for resolution, as needed.
  • Perform Quality Assurance testing for software module upgrades/changes and analyze results to ensure that software performs as required.
  • Create or enhance documentation throughout the support process.
  • Mentor staff to ensure guidance is provided on an ongoing basis.
  • Review release documentation and provide feedback to appropriate staff.
  • Commit to expanding technological skills and knowledge of the Town's ERP products.
  • Perform related duties as required or assigned.
Requirements
  • Bachelor's degree in Computer Information Systems, Information Technology, or related field; AND
  • Two (2) years of Information Technology experience; OR
  • An equivalent combination of education, training, and experience.
Conditions of Employment
  • Safe driving record and valid Texas Driver's License.
  • Clear Criminal Background check and pre-employment drug screen.
Knowledge and Skills
  • Computer and network troubleshooting methods.
  • Project management practices.
  • Solid knowledge and understanding of database structures including fields, tables, views, database objects, etc.
Preferred Qualifications
  • Ability to make sound, effective, and timely decisions along with the ability to solve problems involving complex issues.
  • Excellent decision-making, time management, and problem-solving skills involving root cause diagnosis and thinking out of the box.
  • Establishing and maintaining effective working relationships.
  • Communicating effectively both verbally and in writing.
  • Proficiency working with relational databases or SQL preferred.
  • Experience working with Tyler Technology ERP system a plus.