- Provide architectural leadership and oversight for ERP application support, ensuring system stability, performance, and alignment with enterprise standards.
- Lead advanced troubleshooting and incident resolution for complex ERP application, integration, and workflow issues.
- Manage the ERP technical environment including configurations, environments, upgrades, patches, and release schedules.
- Collaborate with Enterprise Architecture, Security, Data, and Infrastructure teams to ensure technology alignment, data integrity, and compliance with privacy, security, and integration standards.
- Establish and maintain support processes, including incident response, problem management, change management, and service request workflows.
- Act as the technical escalation point for application support analysts and coordinate resolution across multiple teams and vendors.
- Oversee the development and maintenance of ERP integrations (APIs, middleware, data feeds) to ensure reliability and accuracy across connected systems.
- Maintain documentation including architectural diagrams, configuration baselines, technical standards, and operational procedures.
- Evaluate system enhancements, new modules, and configuration changes to ensure they align with architecture principles and business needs.
- Provide technical guidance for ERP-related projects, upgrades, and modernization initiatives, ensuring seamless transition between project and operational states.
- Build working relationships with business owners to understand requirements, pain points, and system improvement opportunities.
- Engage with vendors and managed service providers for incident escalation, service improvements, and contract adherence.
- Bachelor's degree or diploma in Computer Science, Information Systems, Engineering, or related discipline; equivalent experience accepted.
- ERP platform certifications such as SAP Certified Associate, Oracle Cloud Certification, Dynamics 365 Functional/Technical Certification, Workday Pro, UNIT4 ERP ITIL foundation - preferred.
- Additional certifications in cloud or integration platforms like Azure, AWS, MuleSoft, Boomi, are an asset.
- Deep understanding of ERP modules, configuration, integrations, workflows, and platform architecture.
- Strong knowledge of release management, environment management, and application lifecycle management.
- Expertise in troubleshooting and resolving complex ERP issues end-to-end.
- Familiarity with ITIL processes (incident, problem, change) and service management best practices.
- Strong ability to design and optimize support models and operational workflows.
- Ability to diagnose multi-layered issues across applications, integration, database, and infrastructure stacks.
- Strong root-cause analysis and performance tuning capabilities.
- Excellent collaboration skills, working with business stakeholders, vendors, architects, and operational teams.
- Strong communication and documentation skills, including ability to simplify complex technical concepts.
- Provides guidance and technical direction to support analysts and technical teams.
- Leads cross-functional troubleshooting efforts and escalations.
- Commitment to improving system reliability, enhancing user experience, and reducing operational risk.
- Stays current with ERP vendor roadmaps, emerging features, and industry best practices.
