Position summary

At Cretex, manufacturing excellence is at the core of what we do. We are seeking an entry-level Epicor Kinetic Business Analyst / Support Associate that will act as a bridge between our business operations support and our technical ERP ecosystem. In this role, you will assist in supporting and optimizing our Epicor Kinetic ERP platform to improve business efficiency.

Working under the mentorship of senior ERP team members, your responsibilities will span three critical areas: driving ERP support and business analysis by partnering with key business departments to gather requirements and troubleshoot system processes; managing support ticket triage and resolution as the initial point of contact to prioritize, resolve, and document user requests; and enhancing AI-driven support automation by maintaining accurate Epicor documentation, reviewing AI-generated responses for accuracy, and identifying opportunities to automate common support request.

Responsibilities

Essential Job Functions

ERP Support & Business Analysis

• First-Line Support: Act as the initial point of contact for end-user application support, troubleshooting system errors, user provisioning, data discrepancies, and process bottlenecks.

• Requirements Gathering: Collaborate with department stakeholders (Manufacturing, Supply Chain, Finance, Procurement) to document business requirements, identify process improvements, and support system enhancements.

• Process Improvement: Assist in identifying opportunities to streamline workflows, eliminate manual processes, and improve data accuracy within the applications support ecosystem and related business processes.

Support Ticket Triage & Resolution

• Ticket Intake & Categorization: Serve as the initial point of contact for all incoming Epicor Kinetic support requests, ensuring every issue is properly logged, categorized, and assigned appropriate metadata in the IT ticketing system.

• Severity Assessment & Prioritization: Perform initial triage on support requests by assessing business impact (e.g., critical shop floor stoppage vs. minor cosmetic UI issue) to prioritize tickets according to established Service Level Agreements (SLAs).

• Tier 1/2 Resolution & Escalation: Directly troubleshoot and resolve standard technical and functional issues (such as password resets, security access, basic print routing errors, or data entry corrections), while cleanly documenting and escalating complex system bugs or custom code issues to more senior level Business Analysts, Developers, or external Epicor support.

• Knowledge Base Contribution: Document root causes, step-by-step resolution paths, and workarounds for resolved tickets to contribute to a growing internal IT knowledge base and user self-service documentation.

• Trend Analysis: Monitor incoming support ticket trends to identify recurring user errors or system pain points, proposing targeted user training or system adjustments to the Lead Business Analyst.

AI-Driven Support Automation & Model Training

• AI Tool Optimization: Support the IT support lifecycle by helping automate, administer, and scale an internal AI support and triage tool.

• Model Training & Data Curation: Help maintain and improve the AI tool’s knowledge sources by curating and organizing reliable support information—including historic ERP ticket resolutions, Epicor Kinetic documentation, and company-specific standard operating procedures (SOPs) and work instructions (WIs) into the learning engine.

• Workflow Integration: Collaborate with senior team members to identify patterns in common user inquiries and help test and improve automated workflows that address repetitive, low-complexity Kinetic issues (such as basic navigation or password resets) without human intervention.

• Feedback Loops & Continuous Improvement: Monitor the AI's performance by reviewing automated ticket classifications and generated solutions; provide feedback and flag incorrect or outdated answers to improve reliability and usefulness.

Qualifications

Minimum Requirements, Education & Experience (incl. KSA’s and certifications)

• 1year of experience in an IT, business analysis, or systems-support role

• Understanding of how AI/machine learning models operate (e.g., concepts of training data, feedback loops, and prompting) and an eagerness to learn AI-enabled support and automation tools

• Strong problem-solving skills with a logical approach to diagnosing technical issues and debugging process flows

• Strong written and verbal communication skills, with the ability to explain technical concepts to non-technical business users clearly

• A high degree of curiosity and self-motivation to quickly learn complex manufacturing processes, the Epicor Kinetic ERP ecosystem, and AI enabled support workflows

• Ability to work effectively in a team-oriented, collaborative environment, handling multiple tasks and prioritizing work based on business impact

• Process improvement and change management mindset

• Microsoft Office proficiency (Outlook, Word, Excel, PowerPoint, Publisher)

• Attention to details

• Organizational skills

• Ability to work in a fast-paced team environment

• Ability to prioritize and multitask

Desirable Criteria & Qualifications

• Foundational understanding of business applications and data; exposure to SQL or relational databases

• Familiarity with enterprise applications or Microsoft business tools (such as Power Platform)

• Professional Certifications: AZ-900: Microsoft Certified: Azure Fundamentals; AI-103: Microsoft Certified: Azure AI Apps and Agents Developer Associate

• Experience with Epicor Kinetic ERP and/or Ivanti ITSM platforms

• Familiarity with cloud/SaaS administration, identity/access management concepts, and security controls

• Project management certifications and/or ITIL certification

• Experience in regulated industries

• Exposure to data/analytics platforms, SQL, scripting, workflow automation, or reporting governance.

• Continuing Education; including participation in local chapters, associations, and/or organizations

Why Cretex?

In this role, you aren't just maintaining software; you are building the digital foundation of our manufacturing future. You will have the autonomy to suggest innovative improvements and the technical resources to bring them to life.

You will be joining a team that values innovation and local collaboration. This role offers a unique opportunity to see the direct impact of your work on the physical products we create every day. We offer a competitive salary, comprehensive benefits, and a stable, growth-oriented environment where your expertise will be recognized and rewarded. Our culture is built on collaboration and continuous improvement. As a key member of our IT team, you will have a head seat at the table in shaping our enterprise technology footprint.

This is a full-time salaried position, that requires one live locally in the immediate area

Conclusion

The Business Analyst plays a crucial role in aligning technology solutions with business objectives, ensuring that software applications meet the needs of the organization. This position requires a blend of technical and analytical skills, as well as strong communication and collaboration abilities to drive business success through technology.

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