Role & responsibilities

- Own L2 ERP support operations, investigate, diagnose, and resolve escalated tickets that go beyond first-line triage, ensuring minimal disruption to store and HO operations.
- Partner with business stakeholders (Retail, Finance, Supply Chain, Franchise) to elicit, analyse, and document recent requirements in clear functional specification formats for vendor development.
- Plan and conduct User Acceptance Testing (UAT) cycles end-to-end define test scenarios, coordinate with business users, track defects, and obtain formal sign-off before production deployment.
- Maintain comprehensive change management documentation including change requests, impact assessments, approval records, and rollback plans for every ERP modification.
- Act as the primary liaison with the ERP vendor, managing SLAs, sprint priorities, and delivery timelines to ensure committed enhancements are delivered on schedule.
- Build and maintain a knowledge base of known issues, workarounds, and resolution playbooks to accelerate future incident handling and reduce repeat escalations.
- Identify recurring pain points and process gaps in ERP workflows,



proactively recommending configuration improvements or module enhancements to drive operational efficiency.
- Support audit and compliance requirements by ensuring ERP changes are traceable, documented, and aligned with ITGC and internal control frameworks.

Preferred candidate profile

- Graduate in Science, IT, Computer Science, or a related technical discipline.
- 10+ years of experience in ERP support, implementation, or functional consulting, preferably in retail, FMCG, or manufacturing domains.
- Strong hands-on exposure to ERP modules covering inventory, billing, procurement, finance, or supply chain management.
- Demonstrated experience in requirements documentation (BRDs / FRDs), UAT planning, and structured change management processes.
- Familiarity with ITIL practices for incident, problem, and change management is a strong advantage.
- Excellent communication skills, ability to translate business language into technical requirements and vice versa.
- Detail-oriented with strong documentation discipline; comfortable working with cross-functional teams and external vendors.
- Experience in a multi-location retail ERP environment will be given preference.

📌 Manager - Application Support (Maharashtra)
🏢 PNG Jewellers
📍 Maharashtra