TalentBridge
Manager - ERP and Application Support
TalentBridge, Charlotte, North Carolina, United States, 28245
Manager - ERP & Application Support
We are looking for a service-oriented and experienced ERP Support Manager to lead the daily operations of Epicor Prophet 21 (P21) support across the organization. This role oversees a team of Level 1 and Level 2 analysts, ensuring timely issue resolution, continuous improvement of ERP usage, and strategic alignment with business needs. The ideal candidate brings a balance of team leadership, functional ERP expertise, and a strong commitment to delivering high-quality support services.
Key Responsibilities
Lead and manage the ERP support team (Level 1 and Level 2), providing day-to-day direction, coaching, and performance feedback. Manage the ERP support queue: prioritize, assign, escalate, and resolve issues in line with SLAs and service expectations. Serve as the escalation point for unresolved or high-impact ERP-related incidents. Monitor system health and performance, proactively identifying issues, inefficiencies, and opportunities for optimization. Act as a liaison between IT and business stakeholders, translating user feedback and system challenges into actionable solutions. Collaborate with ERP development, infrastructure, and integration teams to support change requests, upgrades, and ongoing system improvements. Maintain accurate documentation for support procedures, recurring issue resolutions, and system configurations. Report on key performance indicators such as ticket volume, resolution times, and user satisfaction. Champion knowledge sharing and develop a library of internal support resources and best practices. Coordinate patches, upgrades, and minor release rollouts in partnership with cross-functional teams. Ensure all changes follow compliance, testing, and communication protocols. Set performance goals and conduct regular 1:1s, feedback sessions, and annual reviews. Plan for team capacity and workloads to maintain a responsive and resilient support function. Identify and address skill gaps through coaching, training, and development programs. Foster a service-driven and user-focused culture within the ERP support team.
Required Qualifications
Bachelor's degree in Information Systems, Business, or a related field. 5+ years of hands-on experience with Epicor Prophet 21 in a production environment. 3+ years in a leadership or ERP support management role. Strong functional understanding of ERP processes in areas like Order Entry, Purchasing, Inventory, and Finance. Demonstrated ability to manage service delivery and support metrics effectively. Familiarity with IT ticketing systems and incident/service request workflows.
Preferred Qualifications
Technical familiarity with SQL, Crystal Reports, and basic integration troubleshooting. Exposure to EDI, data exchange platforms, or third-party system interfaces. Experience coordinating minor ERP upgrades and release cycles. Understanding of IT service management frameworks (e.g., ITIL certification preferred).
Soft Skills
Strong leadership, mentoring, and interpersonal communication abilities. Ability to clearly communicate with both technical and non-technical audiences. Analytical mindset with a proactive, solutions-oriented approach. Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.
We are looking for a service-oriented and experienced ERP Support Manager to lead the daily operations of Epicor Prophet 21 (P21) support across the organization. This role oversees a team of Level 1 and Level 2 analysts, ensuring timely issue resolution, continuous improvement of ERP usage, and strategic alignment with business needs. The ideal candidate brings a balance of team leadership, functional ERP expertise, and a strong commitment to delivering high-quality support services.
Key Responsibilities
Lead and manage the ERP support team (Level 1 and Level 2), providing day-to-day direction, coaching, and performance feedback. Manage the ERP support queue: prioritize, assign, escalate, and resolve issues in line with SLAs and service expectations. Serve as the escalation point for unresolved or high-impact ERP-related incidents. Monitor system health and performance, proactively identifying issues, inefficiencies, and opportunities for optimization. Act as a liaison between IT and business stakeholders, translating user feedback and system challenges into actionable solutions. Collaborate with ERP development, infrastructure, and integration teams to support change requests, upgrades, and ongoing system improvements. Maintain accurate documentation for support procedures, recurring issue resolutions, and system configurations. Report on key performance indicators such as ticket volume, resolution times, and user satisfaction. Champion knowledge sharing and develop a library of internal support resources and best practices. Coordinate patches, upgrades, and minor release rollouts in partnership with cross-functional teams. Ensure all changes follow compliance, testing, and communication protocols. Set performance goals and conduct regular 1:1s, feedback sessions, and annual reviews. Plan for team capacity and workloads to maintain a responsive and resilient support function. Identify and address skill gaps through coaching, training, and development programs. Foster a service-driven and user-focused culture within the ERP support team.
Required Qualifications
Bachelor's degree in Information Systems, Business, or a related field. 5+ years of hands-on experience with Epicor Prophet 21 in a production environment. 3+ years in a leadership or ERP support management role. Strong functional understanding of ERP processes in areas like Order Entry, Purchasing, Inventory, and Finance. Demonstrated ability to manage service delivery and support metrics effectively. Familiarity with IT ticketing systems and incident/service request workflows.
Preferred Qualifications
Technical familiarity with SQL, Crystal Reports, and basic integration troubleshooting. Exposure to EDI, data exchange platforms, or third-party system interfaces. Experience coordinating minor ERP upgrades and release cycles. Understanding of IT service management frameworks (e.g., ITIL certification preferred).
Soft Skills
Strong leadership, mentoring, and interpersonal communication abilities. Ability to clearly communicate with both technical and non-technical audiences. Analytical mindset with a proactive, solutions-oriented approach. Strong organizational skills and the ability to manage multiple priorities in a fast-paced environment.