ERP Support Technician

Job Purpose

The ERP Support Technician (Functional) is responsible for the day-to-day functional administration, configuration, and optimization of the organization's ERP system. This role acts as the primary liaison between business stakeholders and IT, ensuring the ERP system supports operational, financial, supply chain, and compliance requirements.

The ideal candidate has strong business process knowledge, experience configuring ERP modules, and the ability to support users while maintaining system integrity, documentation, and compliance (including regulated environments where applicable).

The significant responsibilities of the position are listed below. To perform the job successfully, the individual must be able to execute each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. Other duties, assignments and specific projects may be assigned at the discretion of management.

ERP Functional Administration

• Serve as the primary functional administrator for the ERP system (e.g., Sage X3 or similar).

• Configure and maintain ERP modules including (as applicable):

• Finance & Accounting

• Supply Chain / Inventory

• Manufacturing / Production

• Sales & Distribution

• Quality / Compliance

• Manage master data governance (customers, vendors, items, BOMs, pricing, charts of accounts).

• Maintain system parameters, workflows, approvals, and business rules.

Business Support & User Enablement

• Act as the first point of contact for ERP-related functional issues and user questions.
• Analyze, troubleshoot, and resolve functional ERP issues; escalate technical issues as needed.
• Partner with business users to understand requirements and translate them into ERP configurations or enhancements.
• Develop and deliver user training, job aids, and standard operating procedures (SOPs).
• Support onboarding of new users and changes to roles or responsibilities.

Change Management & Enhancements

• Evaluate and implement system enhancements, configuration changes, and process improvements.
• Participate in ERP upgrades, patches, and module implementations from a functional perspective.
• Test new functionality, updates, and configurations; coordinate and support UAT.
• Document changes and maintain configuration and process documentation.

Security, Compliance & Controls

• Manage ERP user access, roles, and permissions in accordance with least-privilege principles.
• Support audit readiness and compliance activities (e.g., SOX, internal controls, 21 CFR Part 11 where applicable).
• Ensure proper documentation of configurations, changes, and validation activities.
• Assist with segregation of duties (SoD) reviews and remediation.

Reporting & Data Integrity

• Support functional reporting needs; assist with standard and ad hoc ERP reports.
• Validate data accuracy and integrity across ERP modules.
• Collaborate with IT and business teams on data extracts and integrations as needed.

Vendor & Cross-Functional Collaboration

• Coordinate with ERP vendors, consultants, and managed service providers.
• Work closely with Finance, Operations, Supply Chain, Quality, and other business units.
• Serve as a functional subject matter expert (SME) for ERP-related initiatives.

Required Qualifications

• Bachelor's degree in Information Systems, Business Administration, Accounting, Supply Chain, or equivalent experience.
• 3-7 years of hands-on experience supporting ERP systems in a functional/admin capacity.
• Strong understanding of end-to-end business processes (order-to-cash, procure-to-pay, record-to-report, manufacturing).
• Experience with ERP configuration, master data management, and user security.
• Ability to translate business requirements into system configurations.
• Strong documentation, communication, and stakeholder management skills.

Preferred / Nice-to-Have Qualifications

• Experience with Sage X3 or similar mid-market ERP platforms (e.g., NetSuite, Dynamics, Infor, SAP Business One).
• Experience in a regulated or audit-driven environment (e.g., FDA, SOX, GMP).
• Familiarity with 21 CFR Part 11 concepts (electronic records, audit trails, access controls).
• Experience supporting ERP upgrades or implementations.
• Basic understanding of ERP integrations (WMS, MES, EDI, CRM, reporting tools).

Key Competencies

• Functional ERP expertise
• Business process analysis
• Problem-solving and root cause analysis
• Change and configuration management
• Attention to detail and data integrity
• User support and training

Cross-functional collaboration