ERP Support Specialist Lead IT Business Systems Supervisory Level: No Reports to: IT Manager

Job Title: ERP Support Specialist Lead

IT Business Systems Supervisory Level: No

Reports to: IT Manager

General Summary

Under minimal supervision, the ERP Support Lead, will drive accurate and efficient responses to daily internal customer issues and inquiries related to SAP S4Hana, directly or through L1 resources. This hands-on role will require strong documentation and analytic skills, along with good technical knowledge of SAP modules such as finance, sales and distribution, planning, manufacturing and security. The ERP Support Lead will proactively identify areas for improvement, develop training programs, and implement best practices to enhance internal customer experience.

Specific Duties and Responsibilities

• Complete analysis of support issues submitted by internal customers *

• Communicate directly with customers by ticket to resolve issues *

• Develop IT training materials and internal customer knowledge articles for common support issues *

• Mentor team members to increase overall knowledge and understanding of standard SAP and Penumbra best practices, and improve overall support performance *

• Analyze current SLAs to determine accuracy and improve compliance

• Monitor support metrics and KPIs to identify trends and areas for improvement *

• Develop and implement strategies to improve overall team efficiency *

• Participate in shared support tasks, such as system enhancement and integrations testing and data management in test and production systems *

• Organize and review functional specifications for completeness

• Participate in the development of IT related policies, standards, and procedures.

• Adhere to the Company’s Quality Management System (QMS) as well as domestic and global quality system regulations, standards, and procedures. *

• Understand relevant security, privacy and compliance principles and adhere to the regulations, standards, and procedures that are applicable to the Company. *

• Ensure other members of the department follow the QMS, regulations, standards, and procedures. *

• Perform other work-related duties as assigned.

*Indicates an essential function of the role

Position Qualifications

Minimum education and experience:

• Bachelor's degree in related field with 5+ years of functional support and 2+ years of experience in a leadership or supervisory role within a functional support structure or similar experience

Additional qualifications:

• Proven ability to lead and mentor a support team

• Ability to communicate effectively and efficiently throughout the business and technical teams

• Excellent oral, written, and interpersonal communication skills required

• High degree of accuracy and attention to detail

• Familiarity with KPIs and metrics in a support environment

• Experience with escalation procedures

• Experience with ServiceNow a plus

• Experience with Jira a plus

• Must be self-motivated

• Excellent organizational skills with ability to prioritize assignments

• Proficiency with MS Word, Excel, and PowerPoint

• Resilient in the face of continual change, able to hand high demands and unfamiliar situations

• Medical device, pharmaceutical, biotech, or other regulated industry experience a plus

• Experience supporting US, Europe and APAC operations is a plus.

• Experience in an SAP techno functional role a plus