ERP Support Analyst

At MIMEDX, our purpose starts with helping humans heal. We are driven by discovering and developing regenerative biologics utilizing human placental tissue to provide breakthrough therapies addressing the unmet medical needs for patients across multiple areas of healthcare. Possessing a strong portfolio of industry leading advanced wound care & surgical products, we are committed to making a transformative impact on the lives of patients we serve globally. Will you join us on this journey? We are excited to add ERP Support Analyst to our Information Services team! This role will be a hybrid position. The position will pay between $75,000k-100,000k based on previous relevant experience and educational credentials

POSITION SUMMARY:

The ERP Support Analyst plays a key role in managing, troubleshooting, and supporting the organization's ERP system, particularly QAD Enterprise. This position requires the ability to translate business needs into efficient processes and provide day-to-day support to internal customers. The ideal candidate will have in-depth knowledge of QAD ERP systems, exceptional communication skills, and the ability to handle high-volume tasks, particularly during peak periods. This role demands attention to detail, process improvement skills, and the ability to collaborate effectively across departments. The ERP Support Analyst will ensure that QAD Enterprise operates efficiently to deliver business value.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

• ERP System Support: Learn, manage, and support the current QAD EE ERP system, ensuring smooth day-to-day operations.
• Cross-Department Collaboration: Work closely with key business units (Finance, Accounts Payable/Receivable, Procurement) to understand their needs, resolve operational issues, and enhance system performance.
• Requirements Gathering & Process Improvement: Engage with business units to gain insights into software requirements, identify opportunities for integration, and streamline processes using QAD Enterprise.
• Vendor Management: Build and maintain effective relationships with QAD EE vendors to ensure the system operates smoothly.
• End-User Support & Training: Provide technical support, training, and guidance to ERP users, ensuring they can effectively use the system.
• Interface Development: Assist in developing user-friendly interfaces and functionalities that enhance the user experience.
• Integration Support: Collaborate with internal and external teams to troubleshoot and support integrations between QAD EE and other systems.
• First-Line Support: Serve as the first point of contact for user inquiries (via phone/email), diagnose issues, and provide troubleshooting support.
• Problem Reproduction & Diagnosis: Reproduce and diagnose technical problems reported by users, working closely with internal specialists to implement solutions.
• Documentation & Knowledge Sharing: Contribute to documentation efforts, knowledge transfer, and the creation of troubleshooting guides and methodologies.
• Process Optimization: Participate in identifying and implementing new work methods to enhance user efficiency and system effectiveness.
• Special Projects: Take on special projects as assigned by the Manager, contributing to ongoing system improvements and operational efficiencies.

PROBLEM SOLVING:

• Performs full range of standard professional level work that typically requires processing and interpreting, more complex, less clearly defined issues. Identifies problems and possible solutions and takes appropriate action to resolve
• Demonstrates skill in data analysis techniques by resolving missing/incomplete information, inconsistencies/anomalies in more complex research/data

DECISION MAKING/SCOPE OF AUTHORITY:

• Nature of work requires increasing independence; receives guidance only on unusual complex problems or issues
• Work review typically involves periodic review of output by supervisor and/or direct "customers" of the process

SPAN OF CONTROL/COMPLEXITY:

• Fully competent and productive professional contributor, working independently on larger, moderately complex projects/assignments that have direct impact on department results

EDUCATION/EXPERIENCE:

• Bachelor's Degree in Management Information Systems, Computer Science, or relevant work experience.
• Minimum of 5+ years in troubleshooting and support for moderate to complex IT projects.
• 5+ years of customer service experience, particularly in a technical support or ERP environment.
• 3+ years working with ERP business data.
• 3+ years of experience with General Ledger processes.

SKILLS/COMPETENCIES:

• Excellent oral, written, and interpersonal communication skills
• Proficient in Microsoft Office (Excel, Word, PowerPoint, etc.)

• ERP Systems: Strong experience with ERP functional systems, particularly QAD Enterprise.
• Database & Reporting: Proficiency in database querying and report building, with knowledge of API fundamentals.
• Customer Service: Excellent understanding of customer service principles, with a focus on service delivery and user satisfaction.
• Analytical Skills: Strong analytical and problem-solving skills, with the ability to diagnose and resolve technical issues effectively.
• Collaboration: Ability to work well in a team-oriented environment, collaborating with cross-functional departments.
• Process Improvement: Experience with application development methodologies and the ability to implement process improvements.
• Documentation & Testing: Ability to document processes, troubleshoot issues, and perform testing for application enhancements.
• Project Management: Experience with business administration and managing projects to ensure timely delivery.
• Time Management: Exceptional organizational and time-management skills to handle multiple tasks and prioritize effectively.
• Language Skills: Proficient in reading, writing, and communicating in English.

WORK ENVIRONMENT/EXPECTED BUSINESS TRAVEL:

The work is typically performed in a normal office environment. Role routinely uses standard office equipment. Occasional business travel may be required.

PHYSICAL DEMANDS:

• Sitting or standing at a desk as to work on a laptop or similar electronic device
• Ability to use/type on a computer or similar electronic device
• Ability to communicate/collaborate with team members

Nothing in this job description restricts management's right to assign or reassign duties and responsibilities to, or requirements for, this job at any time.