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 current 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 robust advantage.
Excellent communication skills, ability to translate business language into technical requirements and vice versa.
Detail-oriented with robust 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 Pune
🏢 PNG Jewellers
📍 Pune