Resolve complex Level 2 support tickets including workflow errors, integration issues, and data discrepancies.
Provide independent support across two or more ERP modules (e.g., Finance, Inventory).
Maintain a list with at least 12 documented items and workarounds to expedite recurring issue resolution.
Contribute extensively to the internal knowledge base (Confluence) and create clear documentation for recurring issues and fixes.
Lead client meetings to review open issues, present status updates, and propose solutions.
Escalate and coordinate with Development, Product, QA, and 3rd-tier teams when required; provide clear reproduction steps and impact details.
Mentor Level I analysts—share knowledge, review escalations, and support skill development.
Participate in testing and validation as required; support QA and product teams by logging recurring issues and contributing to improvements.
Identify ticket trends and recommend operational improvements to reduce repeat incidents and improve SLAs.
Keep accurate records of troubleshooting steps, resolutions, and customer communications in the ticketing system.
Provide support within the team’s hours, and participate in after-hours coverage as needed.

College diploma or university degree in Information Systems, Business, Computer Science, or a related field.
Prior experience in ERP application support is highly valued.
Demonstrated experience investigating, analyzing, and documenting application issues.
Comfortable working with medium-to-large scale retail/wholesale projects and client environments.
Strong functional knowledge of ERP modules (Finance, Inventory, or similar).
Familiarity with integrations, workflows, and data discrepancy troubleshooting.
Tools & technologies you will use: Phone/VoIP: RingCentral, 8x8 Ticketing: Zendesk, Jira Service Management Knowledge base/wiki: Confluence Communication: Outlook, Microsoft Teams Internal ERP admin tools and SQL basics (advantageous)

Senior Application Support Analyst

Key skills