Applications Support Associate

Overview: 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 …

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