ERP Implementation & Support Consultant

Role Overview

The ERP Implementation & Support Consultant plays a dual role across project delivery and post-go-live support, ensuring ERP solutions are correctly implemented, stabilized, and continuously improved. The consultant will work across client implementations and ongoing support engagements, handling functional configuration, user support, light customizations, testing, training, and issue resolution—while maintaining strong SLA discipline and customer experience.

This role is well-suited to a hands-on ERP consultant who enjoys working across the full ERP lifecycle: requirements understanding, configuration, deployment, user adoption, and steady-state support. Prior experience with Odoo ERP is highly preferred.

Key Responsibilities

1. ERP Support & Service Delivery

• Manage day-to-day client support tickets, categorizing issues by priority, impact, and SLA.
• Troubleshoot and resolve functional ERP issues across modules such as Accounting, Sales, Inventory, Procurement, HR, POS, Manufacturing, and related workflows.
• Provide clear root-cause analysis, resolution updates, and closure documentation within the ticketing system.
• Escalate complex technical or development-heavy issues to senior consultants or developers with clear reproduction steps.
• Ensure adherence to agreed SLAs for response and resolution times.
• Identify recurring issues and recommend corrective actions, process changes, or system enhancements.

2. ERP Implementation Support & Delivery

• Support implementation projects through system configuration, testing, data setup, and deployment activities.
• Participate in requirements clarification sessions and assist in translating business processes into ERP configurations.
• Configure ERP modules including users, access rights, workflows, approval rules, journals, products, taxes, and operational settings.
• Support data migration activities (imports, clean-up, validation, and reconciliation).
• Assist with UAT preparation, execution, and issue resolution during go-live phases.
• Provide post-go-live stabilization support to ensure smooth transition into steady operations.

3. Configuration, Enhancements & Light Customization

• Perform standard and advanced ERP configurations aligned to client workflows.
• Deliver light customizations such as:
  • Custom fields, views, and forms
  • Reports and document layouts
  • Email templates and basic automations
• Support integration touchpoints (e.g., accounting, payroll, attendance, POS, third-party tools) under guidance.
• Collaborate with developers on specifications for larger customizations where required.

4. Client Engagement, Training & Communication

• Act as a trusted day-to-day contact for clients on system usage, issues, and improvements.
• Provide user guidance, system walkthroughs, and targeted training sessions where required.
• Clearly communicate ticket status, dependencies, timelines, and resolution outcomes.
• Identify and flag out-of-scope requests for commercial or project review.
• Feed client feedback into implementation and product improvement discussions.

5. Internal Collaboration & Knowledge Management

• Work closely with the Support Lead and Implementation Consultants to ensure consistent service delivery.
• Assist with internal testing, documentation, and configuration standards.
• Contribute to internal knowledge base articles, SOPs, FAQs, and implementation playbooks.
• Participate in continuous improvement initiatives across delivery, support, and tooling.

6. Reporting & Continuous Improvement

• Track time spent per ticket and implementation task for capacity planning and reporting.
• Contribute to monthly support summaries, SLA reports, and operational dashboards.
• Identify trends in support issues and recommend long-term fixes or system improvements.
• Participate in periodic performance, system health, and process review sessions.

Required Skills & Qualifications

Technical & Functional Skills

• 1–3 years ERP consulting or support experience (Odoo strongly preferred; Dynamics, Zoho, SAP acceptable).
• Strong functional understanding of ERP modules including Accounting, Sales, Inventory, Procurement, HR, POS, and related workflows.
• Hands-on experience with ERP configuration, issue troubleshooting, and client support.
• Ability to perform light customizations (fields, views, reports, templates).
• Solid understanding of business processes, access rights, workflows, and data structures.

Soft Skills

• Clear, professional communication and strong client-handling skills.
• Strong analytical and structured problem-solving ability.
• Ability to manage multiple tickets and tasks concurrently.
• Highly organized with strong documentation discipline.
• Collaborative team player comfortable working across support and project teams.

Additional Requirements

• Experience in a consulting, support desk, or service-delivery environment.
• Ability to work independently with minimal supervision.
• High attention to detail and ownership mindset.
• Willingness to continuously learn and grow within Magnolia’s ERP ecosystem.