Job Title:
Prophet 21 Support Manager
Employment Type:
Full-Time | Permanent
Location:
Hybrid (U.S.-Based Candidates Only)
Overview:
A dynamic organization is seeking a skilled and experienced Prophet 21 Support Manager to lead the support function for its Epicor Prophet 21 (P21) environment. This is a hybrid role that combines hands-on system expertise with leadership and operational accountability. The successful candidate will be responsible for managing support analysts and developers while driving service-level performance, reporting, and system stability.
Key Responsibilities:
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Lead and manage the Prophet 21 support team , including analysts, developers, and helpdesk personnel
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Oversee and optimize support operations using a ticketing system , ensuring SLA compliance
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Serve as the escalation point for complex Prophet 21 system issues and performance bottlenecks
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Collaborate closely with the development team to identify and resolve system-related issues
- Monitor, resolve, and proactively prevent Prophet 21 system issues
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Track, report, and improve key performance indicators (KPIs) and support metrics
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Generate reports using Crystal Reports and SQL for performance insights and decision support
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Contribute to the development of more robust Prophet 21 support processes and system infrastructure
What We're Looking For:
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Deep hands-on experience with Epicor Prophet 21 (P21)
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Proven leadership in managing technical support teams within a Prophet 21 environment
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Strong understanding of support workflows , SLA management , and service delivery
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Proficiency in ticketing systems (e.g., Jira, ServiceNow, Zendesk)
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Advanced reporting skills using Crystal Reports and SQL
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Familiarity with EDI processes is a strong plus
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Excellent communication, people leadership, and problem-solving abilities
Why Apply?
This is a high-impact role for someone looking to take ownership of Prophet 21 system performance, lead a dedicated support team, and deliver measurable service improvements in a mission-critical environment.
Apply Today:
If you're an experienced Prophet 21 support leader with a passion for performance optimization and team management, we’d love to hear from you.
