Support Engineer

• Provide L2/L3 functional and technical support for Epicor ERP environments
• Troubleshoot day-to-day ERP issues and identify root causes
• Configure and optimize Epicor modules supporting Finance, Manufacturing, Distribution, Sales, Purchasing, Inventory, Engineering, Scheduling, MRP and Order Management
• Analyze business processes and identify process-improvement opportunities
• Support post-implementation stabilization and ongoing ERP enhancements
• Collaborate with IT and business teams to resolve application, integration, performance and data issues
• Participate in Epicor implementations, upgrades, migrations and rollouts
• Analyze, design, configure, develop, test and deploy Epicor solutions
• Support upgrades across Epicor 9, 10.x and Kinetic/11
• Support system conversions and legacy ERP modernization initiatives
• Develop technical specifications and implementation documentation
• Provide user training and knowledge transfer
• Develop and maintain Epicor customizations, screen and form customizations, BPMs, BAQs, BAMs, dashboards, business processes, global alerts and shop warnings
• Develop integrations using REST APIs, Service Connect, SSIS and other integration technologies
• Support Product Configurator and other Epicor technical components
• Develop and maintain Crystal Reports and SSRS reports
• Create complex queries, calculated fields, cross-tab reports and subreports
• Develop dashboards and KPI/business-metric reporting
• Convert reporting solutions between Crystal and SSRS where required
• Support business users with reporting and data-analysis requirements
• Support Microsoft SQL Server and Progress databases
• Perform SQL administration, indexing and performance tuning
• Troubleshoot database and application performance issues
• Analyze system bottlenecks and recommend improvements
• Support high availability, disaster recovery and system continuity initiatives
• Optimize ERP-supported manufacturing and supply-chain processes
• Support Manufacturing, MRP, Job Management, Engineering, Scheduling, Shop Floor/MES, Inventory, Purchasing, Order Fulfillment and barcode/handheld solutions
• Integrate Epicor with warehouse, shipping, MES and other manufacturing systems
• Identify opportunities to improve operational efficiency through ERP automation
• Lead or participate in Epicor implementation and enhancement projects
• Manage project scope, schedules, budgets, resources and deliverables
• Work with business and IT stakeholders across organizational levels
• Apply structured SDLC and project-management methodologies
• Manage vendor relationships and coordinate technical and functional teams
• Support Artizent customers across managed support, ERP optimization, Kinetic modernization, integration, data and analytics, QE/test automation and AI/Agentic ERP automation

Epicor Functional and Technical Support – ERP

• Troubleshoot customer-reported technical issues by reviewing system information, evaluating contributing factors, and identifying next steps
• Apply TriCore standards, established procedures, engineering best practices, and sound technical judgment
• Communicate with customers and internal team members throughout the support process
• Gather information, set expectations, and provide timely issue-status and resolution updates
• Document troubleshooting steps, findings, communications, technical changes, and resolution activities
• Program, configure, test, and implement approved PLC- and HMI-based changes
• Follow review and change-control processes
• Develop proficiency across TriCore automation technologies, platforms, engineering standards, and customer environments
• Prioritize support cases and escalate issues when safety, production impact, complexity, expectations, or expertise exceed assigned capabilities
• Follow TriCore and customer safety, conduct, policy, and site requirements
• Own assigned support work through resolution or effective handoff, documenting status, risks, next steps, and outstanding actions

• Support compliance with Enterprise Data Management (DAPIM) Policies and Standards
• Own internal QA metrics as metric base owner, metric instance value provider, and action plan owner with applicable SMEs
• Identify and escalate issues and drive root-cause actions for DAPIM multi-team metrics, control effectiveness responses, and thematic analysis
• Manage internal issues management reporting and quarterly SLT SPI Summary reporting
• Assist in managing the internal documentation repository for DAPIM compliance
• Manage the internal procedure refresh schedule and perform second-level procedure reviews
• Ensure CR DGO compliance with records management requirements
• Assist with internal audits, examinations, and regulatory inquiries
• Assist as an additional Process Owner delegate managing the CRGMO process, including annual internal-control review schedules
• Assist in reviewing the DAPIM policy and standards refresh cycle
• Work with stakeholders across teams to build consensus and execute strategic objectives
• Interpret data management policies and identify impacts on data management processes and artifacts
• Calculate, govern, control, and review data quality and related activities across Credit Risk and Global Banking Risk

Senior Data Support Analyst

• Answer incoming support calls, emails, and chat requests to assist with IT issues
• Provide first-level troubleshooting for common hardware, software, and network issues
• Walk users through basic troubleshooting steps and document resolutions
• Escalate complex issues to Tier II or other appropriate teams when necessary
• Create and update support tickets in the helpdesk system, ensuring accurate documentation
• Assist with password resets, account unlocks, and basic system access requests
• Educate users on IT best practices to prevent recurring issues
• Maintain professionalism and customer service in all interactions
• Follow company policies, procedures, and service level agreements (SLAs)

Support Technician, Tier 1

• Answer incoming support calls, emails, and chat requests to assist with IT issues
• Provide first-level troubleshooting for common hardware, software, and network issues
• Walk users through basic troubleshooting steps and document resolutions
• Escalate complex issues to Tier II or other appropriate teams when necessary
• Create and update support tickets in the helpdesk system
• Assist with password resets, account unlocks, and basic system access requests
• Educate users on IT best practices to prevent recurring issues
• Maintain professionalism and customer service in all interactions
• Follow company policies, procedures, and service level agreements (SLAs)