Business Applications Associate

Position Summary:

As Business Applications Associate at Simon Pearce, you will play a vital role within our Business Technology Team in supporting our ERP system and integration platforms (iPaaS), and providing technical assistance and exceptional customer service to our internal teams. This role is crucial in ensuring the seamless functioning of our business applications, enhancing operational efficiency, and facilitating a smooth user experience for our teams.   We are seeking a highly motivated individual who thrives in a remote setting, enjoys working both within a team and independently, and is passionate about delivering results. Your technical expertise, problem-solving skills, and drive to deliver superior service will be essential in ensuring the smooth operation of our internal systems.

This role is an excellent opportunity for a junior to mid-level professional eager to grow with the company and contribute to our mission of excellence.  Simon Pearce offers competitive pay and a benefit package that includes the following for benefit eligible roles:  medical, dental, and vision coverage, employer paid life & disability, and tuition reimbursement.  All roles include paid time off, potential 401k retirement plan with employer match, and additionally, we offer exclusive employee discounts on both our glass and pottery products and at our restaurant.  

This is a remote role, but the employee will be required to travel to our headquarters in Windsor, Vermont and/or Oakland, Maryland up to once/quarter. 

Primary Duties and Responsibilities:

• Provide ERP Support–Troubleshoot and resolve issues specifically related to our ERP platform (NetSuite) and integration platform (iPaaS–Celigo), minimizing disruption to business operations and ensuring smooth data flow between systems.
• Monitor and triage incoming support tickets related to the ERP and iPaaS in Asana, ensuring all necessary information is provided and effectively prioritizing based on impact and urgency.
• Provide User support thorough ticket resolution, training and documentation to improve user proficiency and collection of feedback to identify areas for improvement
• Maintain systems and technical documentation to ensure accuracy, clarity, and accessibility for team members and facilitate effective issue resolution.
• Conduct testing efforts for all new development initiatives and application upgrades to validate functionality and ensure seamless integration with existing systems.
• Collaborate with internal teams including IT, finance, commercial and production to understand requirements and provide ongoing support and enhancements to existing systems and integrations as business needs evolve.

Participate in project teams for new application implementations or upgrades.

Required Qualifications:

• Bachelor’s degree in a relevant field (e.g. computer systems, information systems, information technology, or computer engineering), or equivalent practical experience.
• 1-3 years of experience in technical support or a related role.
• Familiarity with ticketing systems, preferably Asana.
• Basic understanding of ERP systems such as NetSuite, and iPaaS platforms such as Celigo.
• Strong problem-solving skills and attention to detail.
• Excellent communication skills, both written and verbal.
• Ability to work independently and as part of a team in a remote environment.
• Eagerness to learn and adapt to new technologies and processes.

Preferred Qualifications:

• Experience with SQL and data analysis.
• Familiarity with e-commerce platforms such as Shopify.
• Knowledge of application development processes and methodologies.

Physical Demands and Work Environment:

• The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 
• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception, and ability to adjust focus. 

Other:

• This role will require the occasional need to answer phone calls and/or to address tickets outside of typical working hours (on-call support).