Manager Enterprise Applications POST NUMBER: 450349
We are seeking an experienced and service-driven Manager – ERP and Application Support to lead and manage the daily operations of Epicor Prophet 21 (P21) support across the organization. This role will oversee a team of Level 1 and Level 2 analysts, ensuring timely and accurate resolution of issues, driving continuous improvement in ERP usage, and partnering with business stakeholders to enhance system effectiveness.
As the ERP Support Manager, you will be responsible for ensuring system stability, user satisfaction, and process compliance while aligning ERP support operations with business objectives.
Key Responsibilities:
- Manage and mentor the ERP support team (L1 and L2), providing leadership, guidance, and technical oversight.
- Own and oversee the ERP support queue, ensuring issues are prioritized, assigned, escalated, and resolved per SLAs.
- Serve as the primary escalation point for high-impact or unresolved P21 issues.
- Monitor system performance and proactively identify areas for optimization, process improvement, or user training.
- Collaborate with business leaders and end-users to understand pain points, gather feedback, and recommend solutions.
- Work closely with the ERP development, infrastructure, and integration teams to coordinate support for enhancements and minor change requests.
- Maintain documentation of support procedures, system configurations, and recurring issue resolution workflows.
- Track and report key performance metrics such as ticket resolution time, user satisfaction, and support volumes.
- Drive knowledge sharing and best practices within the support team.
- Coordinate minor upgrades, patches, or release rollouts in conjunction with IT and business stakeholders.
- Set clear goals and expectations for support team members.
- Conduct regular team check-ins, performance reviews, and support capacity planning.
- Identify skill gaps and lead training plans to upskill team capabilities.
- Promote a customer-focused and service-oriented culture within the ERP support function.
Required:
- Bachelor’s degree in Information Systems, Business, or related field.
- 5 years of experience supporting Epicor Prophet 21 in a production environment.
- 3 years of experience managing or leading ERP support teams.
- Strong functional knowledge of P21 modules such as Order Entry, Purchasing, Inventory, and Finance.
- Proven track record of managing support operations and achieving service delivery goals.
- Familiarity with IT ticketing systems and service management processes.
- Technical Expertise: Provide advanced technical support and expertise in the Prophet 21 (P21) ERP system, ensuring optimal performance and functionality.
- Exposure to SQL, Crystal Reports, and integration troubleshooting.
- Experience with EDI and third-party system interfaces.
- ITIL certification or similar service management framework knowledge.
- Excellent team leadership and mentoring abilities.
- Strong communication skills, both technical and non-technical.
- Analytical and proactive approach to problem-solving.
- Ability to manage multiple priorities in a fast-paced support environment.
Determining compensation for this role (and others) at Vaco/Highspring depends upon a wide array of factors including but not limited to the individual’s skill sets, experience and training, licensure and certifications, office location and other geographic considerations, as well as other business and organizational needs. With that said, as required by local law in geographies that require salary range disclosure, Vaco/Highspring notes the salary range for the role is noted in this job posting. The individual may also be eligible for discretionary bonuses, and can participate in medical, dental, and vision benefits as well as the company’s 401(k) retirement plan.
Vaco by Highspring values a diverse workplace and strongly encourages women, people of color, LGBTQ+ individuals, people with disabilities, members of ethnic minorities, foreign-born residents, and veterans to apply.
EEO Notice
Vaco by Highspring is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race (including but not limited to traits historically associated with race such as hair texture and hair style), color, sex (includes pregnancy or related conditions), religion or creed, national origin, citizenship, age, disability, status as a veteran, union membership, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, political affiliation, or any other protected characteristics as required by federal, state or local law.
Vaco by Highspring and its parents, affiliates, and subsidiaries are committed to the full inclusion of all qualified individuals. As part of this commitment, Vaco by Highspring and its parents, affiliates, and subsidiaries will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact HR@vaco.com .
Vaco by Highspring also wants all applicants to know their rights that workplace discrimination is illegal.
By submitting to this position, you agree that you will be giving Vaco by Highspring the exclusive right to present your as a candidate for the foregoing employment opportunity. You further agree that you have represented information about yourself accurately and have not affirmatively misrepresented your qualifications. You also agree to maintain as confidential, to the fullest extent permitted by law, any information you learn from Vaco by Highspring about the position and you will limit disclosure of information about the position only to the extent necessary to perform any obligations in furtherance of your application. In exchange, Vaco by Highspring agrees to exercise reasonable efforts to represent you through all solicitation, job screening and resume dispersal.
Privacy Notice
Vaco by Highspring and its parents, affiliates, and subsidiaries (“we,” “our,” or “Vaco by Highspring”) respects your privacy and are committed to providing transparent notice of our policies.
- California residents may access Vaco by Highspring HR Notice at Collection for California Applicants and Employees here.
- Virginia residents may access our state specific policies here.
- Residents of all other states may access our policies here.
- Canadian residents may access our policies in English here and in French here.
- Residents of countries governed by GDPR may access our policies here.
Pay Transparency Notice
Determining compensation for this role (and others) at Vaco by Highspring depends upon a wide array of factors including but not limited to:
- the individual’s skill sets, experience and training;
- licensure and certification requirements;
- office location and other geographic considerations;
- other business and organizational needs.
With that said, as required by local law, Vaco by Highspring believes that the following salary range referenced above reasonably estimates the base compensation for an individual hired into this position in geographies that require salary range disclosure. The individual may also be eligible for discretionary bonuses.