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From our downtown Calgary office location, we combine remote service capabilities and a mobile workforce to offer immediate support for customers that have branch offices across Canada and the world.

ERP Helpdesk Analyst

As part of Contego’s ERP implementation and support team, the successful candidate will be first line responder to support requests.  The successful candidate must have the ability to evaluate customer business requirements and recommend system configuration choices.  They will be involved in the full life cycle of ERP implementation and support projects. As part of a diverse team, job responsibilities may end up being more heavily focused in some areas than others to balance current project workload between team members and take advantage of all team members’ strengths.

Job responsibilities may include:

  • Monitor the customer case portal (support tickets) – directing support cases to the correct support queue.
  • First level of ERP helpdesk support, escalating cases as necessary.
  • Coordinate and communicate software version upgrades.
  • Assist clients with upgrade testing and quality assurance.
  • Work with third-party software vendors and help coordinate installations.
  • Data manipulation and loading.
  • Test software customizations.
  • Participate as team member during new customer implementations.
  • Assist customers with report and inquiry design and customization.
  • Assist with end user training, including training documentation and process validation.

Must Haves

  • Basic understanding of ERP solutions and eagerness to learn
  • Basic understanding of financial business transactions & reporting
  • Solid communication skills
  • Software support experience
  • Advanced Microsoft Excel skills
  • Understanding of data formats, data manipulation and loading
  • Team player attitude

Nice to Haves

  • Report writing skills (i.e. Crystal Reports, Acumatica Report Designer, Management Reporter, SSRS)
  • Knowledge of SQL queries
  • Experience with ERP Systems: Acumatica, Dynamics SL, Dynamics GP, Business Central, etc.
  • Programming skills

Training  – As part of the onboarding process, candidate will successfully complete several courses through the online Acumatica University.

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