Support Lead - IT Operations

Job Summary

App Support & Config Analyst (Mid-Level)

Minimum:

Epicor experience 3-6 years Epicor ERP Support

Manufacturing ERP user-facing support background preferred

This role serves as the first point of contact for Epicor users, focusing on support, user assistance, and basic configuration while escalating system, data, and architecture issues.

Technical & Functional Skills

• Epicor ERP functional knowledge focused on navigation, transactions, and user operations.

• Incident and request management (ITSM)

• Basic troubleshooting and how‑to support

• User access provisioning and role management

• Understanding of month‑end and quarter‑end processes to support users and escalate issues

This role does not perform sys admin, upgrades, or database work and escalates all platform and data issues.

Key Responsibilities

App Support & Config Analyst (Mid-Level) Minimum: Epicor experience 3-6 years Epicor ERP Support Manufacturing ERP user-facing support background preferred This role serves as the first point of contact for Epicor users, focusing on support, user assistance, and basic configuration while escalating system, data, and architecture issues.

Skill Requirements

This role serves as the first point of contact for Epicor users, focusing on support, user assistance, and basic configuration while escalating system, data, and architecture issues.

Technical & Functional Skills

• Epicor ERP functional knowledge focused on navigation, transactions, and user operations.

• Incident and request management (ITSM)

• Basic troubleshooting and how‑to support

• User access provisioning and role management

• Understanding of month‑end and quarter‑end processes to support users and escalate issues

Other Requirements

Service Desk & Process Skills

• Ticket intake, triage, prioritization, and routing

• Escalation management and vendor coordination

• Knowledge of SLAs, urgency vs. impact assessment

• Documentation and knowledge base usage

Communication & Collaboration

Clear, professional customer communication

• Status updates and expectation management

• Ability to work with internal teams and external vendors

• Strong written and verbal communication skills

Soft Skills

Customer service mindset

• Reliability and accountability

• Adaptability in fast‑paced, business‑critical cycles

• Professional judgment and escalation awareness