ERP Support Specialist

The Partnership for Supply Chain Management Job Description

TITLE: ERP Support Specialist

REPORTS TO: Data and Applications Manager

LOCATION: Project Management Office, Woerden NL (PMO-NL) 

STATUS: Full-time

Organization description

The Partnership for Supply Chain Management (PFSCM) focuses on strengthening and managing secure, reliable, cost-effective, and sustainable global supply chains to enhance health and well-being in low- and middle-income countries by increasing access to quality and affordable health products. We assist governments, non-profit organizations, commercial firms, and humanitarian agencies in achieving their public health objectives through cost-saving procurement, efficient logistics, pharma-grade storage, last-mile delivery solutions, and real-time data tracking. PFSCM is dedicated to customer satisfaction and service excellence, which is reflected in our adherence to an ISO 9001:2015 certified Quality Management System and alignment with ISO 20400 for Sustainable Procurement, which underpins all our processes and services.

 

PFSCM, an affiliate of JSI Research & Training Institute, Inc. (JSI), a leading international public health and education consultant company in the U.S., operates from its project management headquarters in Washington D.C., and has an operational facility in Woerden, Netherlands. Additionally, we leverage the extensive network of 25 JSI offices around the world, allowing us to access their technical and operational expertise.

 

PFSCM's global team includes a diverse array of professionals from various countries who contribute to the effectiveness of our services. This diversity enriches our ability to connect with clients and collaborate internally. We believe our mission can be achieved by fostering a purpose- and results-driven culture. We strive to create an environment where our values of collaboration, learning, proactivity, problem-solving, and outcome orientation are reflected in our daily work.

Overall responsibilities

The ERP Support Specialist is not any standard support person.

In the ERP team at PFSCM, you are an integral part of the ERP team and a valuable contributor as we strive for user friendliness, breaking down technical barriers and proactively mitigating future problems with data and business processes. We work as a team and strive together to achieve our objectives in an environment where everyone shines.

The ERP Support Specialist is responsible for providing support to internal and external users of the PFSCM ERP through training, coaching, and troubleshooting so they can effectively fulfill business objectives. The ERP Support Specialist will assist the other ERP team members with system upgrades, conduct testing and user-training, as well as contribute to continuous improvements through the insights gained in the day-to-day interactions with the users.  The ERP Support Specialist is expected to evaluate, respond, and troubleshoot ERP application issues in a timely, professional, and concise manner, take learnings from the issues that arise, and actively contribute to improving the ERP system configurations Through thorough detail-orientation and proactive problem solving the ERP Support Specialist will bridge business operations and software.

Specific responsibilities

• Provide support to users on ERP-related issues and ensure that all tickets are properly triaged, documented, and prioritized in the ticketing system (Jira).
• Train users and be a natural speaking partner to the operational teams
• Manage, track, and provide solutions to reported issues.
• Assist in the analysis of existing business practices and mapping those practices and procedures to the existing functionality within the ERP.
• Assists in the ERP system upgrades and configurations
• Provide references for users by writing and maintaining user documentation and providing technical system support.
• Provide backup to the other ERP team members.
• Be an active contributor to ERP roadmaps and improvement plans.

Qualifications

Professional and Technical Knowledge

• Bachelor's Degree in related field, or equivalent experience.
• 3+ years’ operational business experience in international trading and/or transportation industries required.
• Experience with an ERP in a wholesale or logistics environment preferred (hands on experience with Blue Yonder and specifically the One Network module is a big plus).
• Experience working with operations teams to gather system requirements.
• Familiarity with supply chain management and international logistics is a plus.
• Must be eligible to work in the Netherlands.

• Willingness and availability to travel, and perform other duties as needed.

Interpersonal skills/Communication 

• Fluency in English is required, including reading, writing, speaking, and listening.
• Demonstrated interpersonal skills with customer service experience and an ability to work across disciplines and in diverse locations internationally.
• Team player who is also able to work independently and handle conflicting priorities while maintaining consistent, quality performance standards.

Continuous improvement/Innovative

• Experience with continuous improvement initiatives and change management activities.
• Affinity for identifying and championing new ideas and process improvements.

Priority Setting, Problem Solving, & Detail Orientation 

• Analytical and solution oriented with a high sense of quality, attention to detail, accuracy, efficiency, and meeting tight deadlines. 
• Strong organizational skills and ability to perform multiple tasks simultaneously, set priorities, and work in a team with diverse cultural backgrounds.
• Time management and ability to prioritize tasks based on business needs and urgency are valued traits.

Disclaimer:

PFSCM is committed to providing equal employment opportunities for all qualified applicants and employees and to fostering a workplace free from discrimination. We believe in upholding the values of individual merit, hard work, and excellence, and we actively oppose any practices that promote illegal preferences or actions in hiring, contracting, or other employment decisions or practices. We strive to create an environment where every individual is treated with dignity and respect, and we are dedicated to promoting a culture that recognizes and rewards individual initiative and achievements.

If you are an individual with a disability or a disabled veteran and unable to apply online for an available position, you may submit your request for reasonable accommodation by calling Human Resources at 617-482-9485.