Support Analyst, ERP

At Chromalox, part of Spirax Group, we build advanced thermal technologies for the world’s most challenging industrial heating applications. Headquartered in Pittsburgh, Pennsylvania, we do it better and have been doing it longer than anyone else.

Chromalox started with an innovative solution 100 years ago when a self-taught engineer invented the first metal-sheathed resistance heating element. It was this then-advanced thermal technology that launched an entire industry.

That pioneering, innovative spirit continues today. Built on opportunity and innovation, Chromalox has grown to serve an increasing number of global markets and industries. We excel in industries that have high expectations. We are acknowledged as experts at delivering solutions that exceed specifications, limit risk, and reduce operating costs.

Join us as we continue to provide solutions to our customers and the world!

The Role:

The ERP Support Analyst is a part of the IS Functional team responsible for supporting business systems at Chromalox.

The ERP Support Analyst will be the main point of contact for all Level-2 functional support tickets; you will also manage internal and third-party resources to resolve the support tickets in a timely, professional, and concise manner.

Responsibilities:

• Manage level-2 ERP Support Tickets for all application modules.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue using Cherwell.
• Partner with vendor support on issues requiring additional application assistance while escalating tickets to the internal team and/or third-party support as needed.
• Analyze and write specifications for user requests and issues.
• Perform data update requests from end users.
• Create and Maintain IS internal process instructions.
• Extract data and/or report creation used to analyze ERP Issues.
• Test and perform post-resolution follow-ups to ensure problems and requests have been adequately resolved.
• Communicate application problems and issues to key stakeholders, including management, development teams, and end users.

• At least 3+ years of experience working as a Support Analyst, ideally in an ERP and/or Business Systems environment.
• A Bachelor of Science degree in Business or Computer Science is preferred.
• Experience with troubleshooting and support principles, methodologies, and issue resolution techniques.
• Recent support experience on modules such as Accounts Payable, Accounts Receivable, General Ledger, Inventory, Order Management or Purchasing within a major ERP application
• Working experience with Microsoft applications including such as Word, Excel, Outlook, and Power Point.