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An ERP Support Analyst will be responsible for providing technical and business process support for end users of the company ERP system and associated applications (finance, sales and marketing, customer service, logistics, production and operation support). Learning and supporting personalisation to fit Hornby business model. 

The selected individual will be responsible for the following:

• Take ownership of incidents and service requests logged by end-users. Resolve issues in a timely manner. Follow standard procedure to manage escalation through the appropriate team(s), all the while providing prompt and accurate feedback to the customer.
• For applications such as Microsoft Dynamics AX 2012, troubleshoot and diagnose issues with the application, including setup and configuration. Have a sound working knowledge of the forms, transactions and reports available to end-users. Should be able to advise end-users on how to conduct processes within the various modules of AX 2012, ranging from financial transactions to logistics to production and shipping.
• Should be fluent with business processes associated with the use of ERP systems in general and be comfortable with manufacturing business terms and concepts.
• Keep updated with current development and strategy for Microsoft AX Dynamics. Identify logical upgrade time points and support migration to new release as required.
• Provide administrative support for the application environment. This may include the use of monitoring programs and processes, maintaining application configuration tables and parameters and restarting background jobs. The ERP Support Analyst will also be responsible for maintenance and periodic updates of the ERP system and other applications in line with the company’s Change Process.
• Provide support in the testing of bugs and functional changes to application systems and participate in training (on and offsite)
• The creation and maintenance of technical manuals and knowledgebase articles.
• Work closely with the IT Service Desk to ensure that an P1 issues are resolved promptly

Qualifications

• Degree in Information Technology or Computer Science or equivalent in Finance or Business is desired.
• Relevant experience in a complex, multi-site manufacturing environment. Experience using and supporting multiple modules of an enterprise resource planning (ERP) system is essential, as is experience with Dynamics AX 2012.
• Experience in the following disciplines: Internet, Intranets and Extranets: MS Office, MS Project and MS SharePoint, MS SQL, Microsoft Windows Server.

Skills

• Be comfortable in the use email and messaging applications to contact users. Where necessary (and practical), contact should be made by phone or in person.
• Training/Coaching experience with users is essential. This would include previously having worked with all levels within an organization, from hands-on Users to Management Team members across multiple sites.
• Ability to communicate clearly and concisely and describe how the installed systems functions, i.e., how business processes have been implemented within the installed system.
• Experienced in working with a global business group is essential.
• Willing to work in an environment where it may be necessary (from time to time) to work additional hours.
• Understanding of SQL relationship concepts (ERD or UML concepts)
• APICS Training / Certification desired.
• Fluent English language skills. Second language would be a plus but is not essential,

To apply:

Please send a CV to:

Julie Jefferys, HR Partner
Julie.Jefferys@Hornby.com

01843 233 500