ERP Support Specialist (Unit4) bei National Education Association (NEA)

Founded in 1857, the National Education Association (NEA) is America’s oldest and largest organization committed to advancing the cause of public education. Headquartered in Washington, DC, NEA proudly claims nearly 3 million members devoted to the following mission: to advocate for education professionals and to unite our members and the nation to fulfill the promise of public education by preparing every student to succeed in a diverse and interdependent world.  Our vision is a great public school for every student.  The NEA is also the single largest labor union in the United States, advocating for the excellent and equitable public education system that all students, educators, and communities deserve. 

POSITION SUMMARY: The position supports the NEA’s strategic objective to focus the energy and resources of its 3 million members on promoting public education by providing high-level support for NEA’s Unit4 ERPx platform (known internally as NEA BizPro). This position is responsible for contributing to the continuous improvement of ERP processes and support practices, recommending process improvements, and optimizing efficiency.  This role collaborates closely with IT, business owners, and vendors to resolve issues, support system enhancements, and ensure effective use of the ERP solution.  Key duties include providing Tier 1 through Tier 3 support for end users of the  ERP system; logging, tracking, and resolving support cases in the case management tool; escalating issues as appropriate; developing, maintaining, and promoting self-service resources (Tier 0), including knowledge base articles, job aids, quick reference guides, and FAQs; and participating in release management activities, including scheduling, communicating, testing, and deployment of updates; and developing custom reports and dashboards using ERP reporting tools. 

     
MINIMUM EDUCATION: Bachelor’s degree in Accounting, Computer Science, Management, or Information Systems, or an equivalent combination of education and experience from which comparable knowledge and skills may be acquired. MINIMUM QUALIFICATIONS: Five years of progressively professional experience in the IT functional and technical areas supporting ERP systems. Demonstrated knowledge and experience with ERPs, specifically Unit4 modules, or a comparable cloud-based ERP solution (e.g., Workday, Oracle Cloud ERP, Microsoft Dynamics 365).  OTHER REQUIREMENTS: Proficiency in Microsoft Office Suite (Word, Excel, Outlook, PowerPoint).  Must be able to work flexible schedules (shifts) may be required to provide support across multiple time zones.  Occasional travel required.

SELECTION CRITERIA: Tier 1 (Essential): Proven experience in designing, developing, testing, deploying, and maintaining ERP business process solutions.  Demonstrated experience with logging/tracking, analyzing/troubleshooting ERP functional and system issues.  Demonstrated experience with release management activities, including scheduling, communication, testing, and deployment of updates to use in a production environment. Demonstrated understanding of ERP best practices, implementing new initiatives, and maintaining Unit4’s security subsystems. Proven experience in determining appropriate system configuration and setup, including workflow rules, permission lists, role assignments, etc.  Proven experience with practically applying “best practice” control and monitoring techniques in overseeing the assessment/resolution of ERP User Support issues. Tier 2 (Significant): Proven experience developing custom reports and dashboards in an ERP system, specifically Unit4.  Demonstrated experience developing, maintaining, and promoting self-service resources, including knowledge base articles, job aids, quick reference guides, and FAQs.   Demonstrated flexibility and ability to handle multiple and complex tasks simultaneously under tight timeframes and changing priorities/conditions. Demonstrated experience working independently, collaboratively, and in a team environment. Successful references. Tier 3 (Desirable): A strong understanding of the Unit4 ERPx system architecture and level of support needed to guide users through the resolution of functional and technical issues.  Knowledge of programming languages such as SQL and Python. Knowledge of NEA’s mission and strategic objectives, as well as the mission and strategic focus of NEA’s Business Transformation Department.