ERP Service Delivery Specialist

The ERP Service Delivery Specialist is accountable for ensuring the delivery and orchestration of operational service activities for Numotion’s ERP application landscape. This includes ownership of platform governance, ensuring strict adherence to internal controls, and continuous improvement in accordance with corporate standards. Coordinates and mobilizes internal and contract resources in addition to external 3rd party services for the effective delivery and operational performance of the services/applications in scope, ensuring continuous improvement and compliance with internal standards. Pay Range: $103,840 to $162,250. It is not typical for an individual to be hired at or near the top of the pay range and compensation decisions are dependent on the facts and circumstances of each case. The specific compensation offered to a candidate may be influenced by a variety of factors including skills, qualifications, experience and location., * Manages ERP application (D365, WMS) operational activities in cooperation with Numotion IT and service providers. Operational activities include application patching and scheduled upgrade end-to-end readiness and execution, and engaging and coordinating with other application teams to ensure minimal impacts to ERP platforms and processes.

• Communication of maintenance, planned and unplanned downtime, is delivered in a timely manner.

• Responsible for ensuring optimal service availability and service performance of ERP applications and troubleshooting issues to define root cause and temporary/permanent solutions.

• Develop and maintain technical documentation and standard operating procedures.

• Oversee User Administration activities such as adding/modifying user accounts, adding/removing roles.

• Conduct periodic reviews and audits of user access to detect and resolve any unauthorized access and ensure the new joiner, mover, and leaver processes are efficient.

• Support the technical teams for incident and request management.

• Responsible for ensuring restoration of services within the agreed SLA and business impact analysis.

• Responsible for reporting and dashboarding of KPIs.

• Supports major incidents and critical situation resolution and is accountable for finding root causes of incidents in collaboration with the responsible technical resource or 3rd party supplier (define workarounds, known errors, and root cause analysis).

• Defines the level and type of monitoring, ensuring that correct support is provided in close collaboration with Numotion IT and business users.

• Integrates support and project activities in collaboration with project teams where applicable.

• Plays an active role in the definition of contract changes with vendors for operational activities, service levels, and SLA definition.

• Provides leadership to temporary work teams, guides and monitors task completion, and shares expert knowledge and advice.

• Leads release planning sprints, ensuring alignment with business priorities and readiness for deployment.

• Participates in Change Management meetings, coordinating with other IT teams to assess, communicate, and mitigate impacts of planned changes.

• Ensures that all release and change activities follow established governance processes and that appropriate documentation and approvals are in place.

• Utilize Numotion Leadership Principles to perform job with integrity, compliance, and values consistent with Numotion’s mission.

• Adhere to employee or customer confidentiality and comply with Numotion’s policies and federal regulations.

• Provide excellent customer service for all internal and external customers of the operations at all times. Provide solutions for customer concerns and continually focus on customer service as our top priority.

• The above duties and responsibilities are not an all-inclusive list but rather a general representation of the duties and responsibilities associated with this position. The duties and responsibilities will be subject to change based on organizational needs and/or as deemed necessary by management.

• Five (5) or more years of professional experience in a similar position, across multiple functions and business processes, including Finance and Supply Chain functions.

• Two to three (2-3) years of IT Service Management experience in a Cloud ERP setting including:

• Microsoft Dynamics 365 Finance & Operations

• Warehouse Management Systems (WMS)

• Middleware integration

• Service management proficiency

• Mission-oriented with an ownership mindset and leadership capabilities to drive incident management and resolution.

• Experience in a fast-paced environment, commitment to execution in a rapidly changing and evolving environment.

• Strong written and verbal communication skills.

• Ability to communicate with and influence stakeholders, as well as the ability to establish new relationships quickly.

• Strong time and work management capabilities, prioritize key business peaks.

• Collaborative, yet able to operate independently; self-motivated/driven yet able to lead and influence in a matrixed environment., * Bachelor’s degree in Information Technology, Business, Computer Science, or a related field.

• ITIL certification or equivalent ITSM experience.

• Experience supporting ERP environments with complex integrations, middleware solutions, or third-party service providers.

• Experience leading release planning, change governance, access controls, or operational performance reporting.

PHYSICAL WORK REQUIREMENTS: 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 the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Must be highly mobile, able to access all areas of the premises;

• Ability to concentrate and remain focused while handling multiple tasks, responsibilities and projects;

• Ability to work over eight hours in a work day, and over 40 in a work week as necessary;

• Ability to read and to understand and carry out written and verbal instructions.

• Must be able to perform bending, twisting, stooping, and reaching, and lifting of equipment weighing up to 20 pounds.

2.82.8 out of 5 stars Remote $103,840 - $162,250 a year, Pulled from the full job description

• 401(k)
• Health insurance
• Vision insurance
• Dental insurance
• Life insurance
• Disability insurance, At Numotion, we offer competitive compensation packages, including medical, dental and vision insurance, short-term and long-term disability, a 401k, and life insurance. Numotion is an equal opportunity employer. We strive for a workplace that reflects the communities we serve and do not tolerate discrimination against our employees, customers, and partners regardless of ethnicity, disability, gender identity, sexual orientation, religion, age, citizenship, marital or veteran status. Numotion is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.

At Numotion, we’re on a mission to improve the lives of people with disabilities. As North America’s largest provider of mobility products and services, we deliver personalized solutions from manual and power wheelchairs to medical supplies and other assistive technologies that support health, independence, and everyday participation. We’re committed to a workforce of diverse backgrounds and experiences and to an inclusive environment shaped by open dialogue, attentive listening, and tangible, ongoing action.