Epicor ERP Support Executive / Specialist//Trainee (Noida)

Role & responsibilities Job Purpose The Epicor ERP Support Executive will act as the first and second level point of contact for all Epicor ERP-related queries within the organization. The role is responsible for resolving user issues, managing master data, handling configuration-level changes, and ensuring smooth day-to-day functioning of the ERP system. The incumbent will also coordinate with the Implementation/Support Partner for issues requiring L2/L3 escalation, ensuring timely resolution and minimal business disruption. Key Responsibilities 1. L1/L2 User Support - Work along with IT/ERP Head for all Epicor ERP-related user queries across departments (Finance, Production, Inventory, Sales, Procurement, etc.) - Log, track, and resolve support tickets/issues within defined SLAs - Troubleshoot functional and basic technical issues raised by end users - Provide user guidance/training on standard ERP transactions and workflows 1. Master Data Management - Create, update, and maintain master data (Customer, Vendor, Item/Part, BOM, Routing, Warehouse, GL Accounts, etc.) as per defined governance processes - Ensure data accuracy, consistency, and adherence to data standards - Conduct periodic data audits/cleanups in coordination with process owners 1. Configuration & System Changes - Handle configuration-level changes within Epicor (e.g., workflow rules, approval hierarchies, dashboards, BAQs, report layouts, security/user roles) based on approved change requests - Support UAT (User Acceptance Testing) for configuration changes, patches, and minor enhancements - Maintain documentation of configuration changes for audit and knowledge continuity 1. Escalation & Partner Coordination - Identify and escalate complex/technical issues (L2/L3) to the Implementation/Support Partner - Track escalated tickets to closure, ensuring timely follow-up and resolution - Coordinate under the guidance of IT/ERP Head UAT, deployment, and go-live activities for any partner-driven fixes, patches, or enhancements - Act as a liaison between end users, internal IT, and the external support partner 1. Reporting & Documentation - Maintain SOPs, user manuals, and FAQs for common ERP processes and issues - Prepare periodic reports on ticket status, recurring issues, SLA adherence, and root cause analysis for the IT Head - Support internal audits and compliance requirements related to ERP data and processes 1. Continuous Improvement - Identify recurring issues and recommend process/system improvements - Support rollout of new modules, features, or process changes within Epicor - Assist in testing and validation of patches/upgrades released by Epicor or the support partner Preferred candidate profile Key Skills & Competencies - Strong functional knowledge of Epicor ERP (preferably Epicor Kinetic/E10) across modules such as Finance, Manufacturing, Inventory, Sales/Procurement - Understanding of master data structures and configuration setup in Epicor - Basic knowledge of BAQs, Dashboards, BPMs (preferred, not mandatory) - Good troubleshooting and analytical skills - Strong communication and coordination skills (internal users + external partner) - Ticketing tool experience (e.g., ServiceNow, Freshservice, JIRA, or similar) if available will help - Ability to document processes clearly (SOPs, user guides) - Knowledge of .NET technologies (C#, ASP.NET) and basic coding/scripting skills will be an added advantage (practical for customizations, BPM directives, and coordinating technical fixes with the support partner) Qualifications & Experience - Education: Bachelor's degree in IT, Computer Science, Engineering, or related field (MBA preferred but not mandatory) - Experience: 2 - 5 years of experience supporting Epicor ERP (or similar ERP) in a user organization or as part of an implementation/support partner team - Certifications (Preferred): Epicor functional/technical certification (if available) Key Interfaces - Internal: IT Head, Department Users (Finance, Production, Sales, Procurement, Warehouse), Internal Audit - External: Epicor Implementation/Support Partner (for L2/L3 issues, patches, and enhancements) Key Performance Indicators (KPIs) - Ticket resolution time (L1/L2) vs. SLA - First-call/first-contact resolution rate - Master data accuracy/error rate - Number of escalations resolved with partner within agreed timelines - User satisfaction score - Documentation/SOP completeness and currency .