Role & responsibilities

Job Purpose The Epicor ERP Support Executive will act as the first and second level point of contact for all Epicor ERP-related queries within the organization. The role is responsible for resolving user issues, managing master data, handling configuration-level changes, and ensuring smooth day-to-day functioning of the ERP system. The incumbent will also coordinate with the Implementation/Support Partner for issues requiring L2/L3 escalation, ensuring timely resolution and minimal business disruption.

Key Responsibilities

1. L1/L2 User Support

- Work along with IT/ERP Head for all Epicor ERP-related user queries across departments (Finance, Production, Inventory, Sales, Procurement, etc.)
- Log, track, and resolve support tickets/issues within defined SLAs
- Troubleshoot functional and basic technical issues raised by end users
- Provide user guidance/training on standard ERP transactions and workflows

1. Master Data Management

- Create, update, and maintain master data (Customer, Vendor, Item/Part, BOM, Routing, Warehouse, GL Accounts, etc.) as per defined governance processes
- Ensure data accuracy, consistency, and adherence to data standards
- Conduct periodic data audits/cleanups in coordination with process owners

1. Configuration & System Changes

- Handle configuration-level changes within Epicor (e.g., workflow rules, approval hierarchies, dashboards, BAQs, report layouts, security/user roles) based on approved change requests
- Support UAT (User Acceptance Testing) for configuration changes, patches, and minor enhancements




- Maintain documentation of configuration changes for audit and knowledge continuity

1. Escalation & Partner Coordination

- Identify and escalate complex/technical issues (L2/L3) to the Implementation/Support Partner
- Track escalated tickets to closure, ensuring timely follow-up and resolution
- Coordinate under the guidance of IT/ERP Head UAT, deployment, and go-live activities for any partner-driven fixes, patches, or enhancements
- Act as a liaison between end users, internal IT, and the external support partner

1. Reporting & Documentation

- Maintain SOPs, user manuals, and FAQs for common ERP processes and issues
- Prepare periodic reports on ticket status, recurring issues, SLA adherence, and root cause analysis for the IT Head
- Support internal audits and compliance requirements related to ERP data and processes

1. Continuous Improvement

- Identify recurring issues and recommend process/system improvements
- Support rollout of new modules, features, or process changes within Epicor
- Assist in testing and validation of patches/upgrades released by Epicor or the support partner

Preferred candidate profile Key Skills & Competencies

- Strong functional knowledge of Epicor ERP (preferably Epicor Kinetic/E10) across modules such as Finance, Manufacturing, Inventory, Sales/Procurement




- Understanding of master data structures and configuration setup in Epicor
- Basic knowledge of BAQs, Dashboards, BPMs (preferred, not mandatory)
- Good troubleshooting and analytical skills
- Strong communication and coordination skills (internal users + external partner)
- Ticketing tool experience (e.g., ServiceNow, Freshservice, JIRA, or similar) if available will help
- Ability to document processes clearly (SOPs, user guides)
- Knowledge of .NET technologies (C#, ASP.NET) and basic coding/scripting skills will be an added advantage (practical for customizations, BPM directives, and coordinating technical fixes with the support partner)

Qualifications & Experience
- Education: Bachelor's degree in IT, Computer Science, Engineering, or related field (MBA preferred but not mandatory)
- Experience: 2 - 5 years of experience supporting Epicor ERP (or similar ERP) in a user organization or as part of an implementation/support partner team
- Certifications (Preferred): Epicor functional/technical certification (if available)

Key Interfaces
- Internal: IT Head, Department Users (Finance, Production, Sales, Procurement, Warehouse), Internal Audit
- External: Epicor Implementation/Support Partner (for L2/L3 issues, patches, and enhancements)

Key Performance Indicators (KPIs)
- Ticket resolution time (L1/L2) vs. SLA
- First-call/first-contact resolution rate
- Master data accuracy/error rate
- Number of escalations resolved with partner within agreed timelines
- User satisfaction score
- Documentation/SOP completeness and currency

📌 Epicor ERP Support Executive / Specialist//Trainee (Noida)
🏢 Green Power International
📍 Noida