ERP Support Specialist

Enviva LP Bethesda, MD
Enviva is seeking an ERP Support Specialist, who will be involved in the maintenance and ongoing support of Microsoft Dynamics AX, Enviva's ERP. This role will provide critical first line support to application users. He/she will resolve issues by providing information, making performing system configurations, and escalating issues to the ERP developers as appropriate. The position will report to the Manager of Enterprise Systems.


* Act as the first/primary point of contact for the functional and technical support for the ERP System.

* Perform triage of all reported issues to ensure that ticket is assigned to correct owner

* Correctly classify issues in the ticket reporting system for reporting and analysis. Provide appropriate level of detail in system notes and close tickets in a timely manner.

* Provide information to users in response to functional/process questions

* Perform routine system configurations in accordance with Enviva policies, including but not limited to users/permissions, workflow delegations, releasing number sequences, etc.

* Execute approved scripts/fixes in accordance with Enviva policies, and

* Collaborate with IT team and business stakeholders to provide input on requirements for new functionality

* Collaborate with IT team and business stakeholders to provide input to test planning and documentation. Participated in test execution as needed.

* Work within the IT team to design and implement innovative solutions that meet the Enterprise's business needs.

* Assist the Director of Information Technology with enforcing and implementing Enviva's Information Technology policies, procedures, and security measures.

* Provide project status back to the appropriate management group or customer.

* Maintain positive relationships with our end users and our vendors.

* Other duties as assigned.

* Limited project-based travel to our operating sites may be required, but will be less than 10%.



* Bachelor's degree in Computer Science/Information Systems or Accounting

* Proven experience in resolving system issues with a high level of customer satisfaction

* At least 3 years of IT experience, with 1 year of Microsoft Dynamics AX

* Experience working with AX workflows is a plus

* Thorough understanding of the system development life cycle required

* Experience meeting deadlines and managing multiple priorities

* Strong verbal and written communication skills with a demonstrated ability to work cooperatively with all levels of staff

* Strong analytical abilities, organized with attention to detail

* Motivated self-starter

* Must be a team player, and work well as a part of our Enterprise Business Solutions Group

* Must be able to follow our established protocols and best practices within IT

* Ability to shift work hours as required by scheduled projects and/or unscheduled urgent support requests


While performing duties of this job, the employee is predominately functioning in a sedentary light office position with high frequency of telephone communication, keyboarding, and computer. Position requires eye-hand coordination and manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator, and other office equipment. Requires normal range of hearing and eyesight to record, prepare, and communicate technical issues / resolution.