Epicor Support Analyst – Key Role Details

• Provide 1^st & 2^nd support to our internal users on our Epicor E10 system.
• On new calls try and find the root cause of the problem: user, procedure, customisation or bug and either resolve the issue yourself or place it with the specific IT resource. 
• Manage internal help desk tickets as this is rolled out across our user base.
• Liaise with users on new projects to ascertain their requirements.
• Identify areas in the business where we need to focus on, from the support cases.  Training, etc.
• Provide training to our users where needed on either an individual or group basis.
• Provide support / assistance to the groups upcoming, major projects: CRM, Production Scheduling, New site go lives.
• Triage general IT support tickets between either myself (Martin Horton) or our IT partners

Preferred Skills:

• BAQ query creation
• Dashboard creation
• SSRS report design and modification
• DMT updates
• Basic BPM’s