Location: Reading (Hybrid Working)
Salary: £35,000 – £45,000 (depending on experience, plus bonus and benefits)
Job Type: Permanent
About the role
We are working with an established Epicor partner in Reading who need a Support / AMS Analyst to provide day-to-day application management and helpdesk support for their manufacturing clients running Epicor Kinetic. You'll be the first point of contact for end users raising tickets, working to resolve system queries, troubleshoot issues and provide guidance on how to make best use of the platform. This is a client-facing role where you'll build strong working relationships, respond to incidents in a timely manner and contribute to continuous improvement initiatives that help clients get more value from their investment.
You'll be working with a varied client base across discrete manufacturing, job shop and supply chain operations, supporting modules including Finance, Operations, Supply Chain and Manufacturing. This is a strong opportunity for someone who enjoys problem-solving and wants to develop their career with a supportive partner team that values knowledge sharing and progression. If you're looking for a role where you can make a real impact, apply today.
Key Responsibilities
- Respond to support tickets raised by clients, diagnosing issues, providing workarounds and resolving queries related to Epicor Kinetic functionality, workflows and system behaviour
- Support end users with questions on day-to-day processes including order entry, purchasing, inventory management, production scheduling and financial transactions, ensuring they can work efficiently within the system
- Investigate and troubleshoot errors, data anomalies and performance issues, working with technical colleagues where necessary to escalate bugs or identify root causes
- Build and maintain Business Activity Queries (BAQs), dashboards and reports to meet evolving client reporting requirements and improve operational visibility
- Document resolutions, maintain a knowledge base and contribute to user guides and training materials that help clients become more self-sufficient
- Act as a trusted point of contact for assigned client accounts, proactively identifying opportunities for system improvements, enhancements or additional training
What We're Looking For
- Practical experience with Epicor ERP (ideally Epicor Kinetic, E10 or Epicor ERP) in a support, analyst or power user capacity, with a solid understanding of core modules and how they support manufacturing workflows
- A calm, methodical approach to troubleshooting, with the ability to remain patient under pressure and communicate clearly with users who may not be technically confident
- Strong organisational skills and the ability to manage multiple support requests at once, prioritising effectively and keeping clients informed throughout the resolution process
- Experience building BAQs or working with reporting tools would be an advantage but is not essential if you have strong analytical skills and the ability to pick this up quickly
- Good communication skills and a genuine interest in understanding client processes, asking the right questions and providing solutions that fit the way they work
What's On Offer
- A salary of £35,000 – £45,000 depending on experience, plus bonus and benefits
- Hybrid working with flexibility to work from home several days per week, with travel to the Reading office and occasional client sites as required
- Structured support towards Epicor certifications and ongoing training, with a clear path to develop into senior analyst or consulting roles as you build expertise
- A supportive team environment with access to experienced consultants, knowledge-sharing sessions and a collaborative approach to problem-solving
How to Apply
Please apply as soon as possible with your CV to be considered for this position, quoting the job reference. You can send your CV directly to Monica at monica@henleymorgan.com or contact the team on enq@henleymorgan.com or 0207 096 0211.
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