• Serves as single point-of-contact for end-users after Power Users have assisted end-users.
• Performs problem identification and on-the-spot training to prevent problem reoccurrence and knowledge transfer.
• Escalates Tier 2 problems to appropriate support (e.g., technical experts or process experts).
• Maintains history reports, identifies, and addresses re-occurring problems, and assists in the development and execution of ERP and business process best practices across the organization.
• Performs basic fixes and data maintenance.
• May develop on-line help and update systems support help scripts.
• This position is very similar in responsibilities and tasks to a help desk position, but the impact to the organization due to errors is more significant.
• This position requires more advanced training than a similar help desk position.

Dimensions Education:

Bachelor’s Degree in Computer Science, Information Systems, Business Administration, or other related field. Or equivalent work experience.

Experience:

A minimum of 3 years of business and/or ERP experience.

Complexity:

Intermediate professional level role. Works on multiple projects as a project team member, occasionally as a technical leader. Works on small to large, complex projects that require increased skill in multiple technical environments and knowledge of a specific business area. May coach more junior technical staff.