Careers · Now Hiring
Pronto Xi ERP Support Analyst.
Melbourne · Full-time · $150K + Super. Support 150+ users across retail and distribution as a key player on the IT / Business Systems team.
Position
Pronto Xi ERP Support Analyst
Department
IT / Business Systems
Location
Melbourne
Employment Type
Full-Time
Remuneration
$150K + Super
Reports To
IT Manager / Systems Manager
Position Overview
About the role
We are seeking an experienced Pronto Xi ERP Support Analyst to provide comprehensive technical support and system administration for our Pronto ERP platform supporting 150+ users across our retail and distribution operations.
The ideal candidate will have deep expertise in all Pronto modules, strong problem-solving skills, and experience with Congos and Phocas reporting tools. You will be responsible for ensuring system stability, optimizing business processes, and providing exceptional user support in a fast-paced retail/distribution environment.
What you'll do
Key responsibilities
System Support & Maintenance
- Provide Level 2/3 support for all Pronto ERP modules including Financials, Distribution, Retail, Inventory, Purchasing, Sales, and Manufacturing
- Troubleshoot and resolve complex system issues, bugs, and performance problems
- Monitor system health and performance for 150+ users across multiple locations
- Perform routine system maintenance, updates, and patches
- Manage user accounts, security roles, and access permissions
- Coordinate with Pronto software vendor for escalated issues and enhancements
User Support & Training
- Respond to user inquiries via helpdesk, email, and phone in a timely manner
- Document and track support tickets using ITSM tools
- Conduct end-user training sessions and create training materials
- Provide onboarding support for new users
- Develop and maintain user documentation and standard operating procedures
- Act as liaison between business users and technical teams
Reporting & Analytics
- Design, develop, and maintain reports using Congos and Phocas business intelligence tools
- Create custom dashboards and KPIs for retail and distribution operations
- Assist users with ad-hoc reporting requirements
- Ensure data accuracy and integrity across reporting platforms
- Optimize report performance and automate recurring reports
- Train users on self-service reporting capabilities
System Optimization & Projects
- Identify opportunities for process improvement and system optimization
- Participate in system upgrades, implementations, and enhancement projects
- Test and validate new features, patches, and configurations
- Collaborate with stakeholders to gather requirements for system changes
- Maintain system configuration documentation
- Support month-end and year-end closing processes
What you bring
Required qualifications
Education & Experience
- Bachelor's degree in Information Systems, Computer Science, Business Administration, or related field
- Minimum 3-5 years of hands-on experience supporting Pronto ERP systems
- Proven experience with all Pronto modules in a retail and/or distribution environment
- Minimum 2 years experience with Congos and/or Phocas reporting tools
- Experience supporting ERP systems for 100+ users
Essential Technical Skills
- Expert-level knowledge of Pronto ERP (Financials GL/AP/AR/FA, Distribution & Supply Chain, Inventory, Purchasing, Sales Order Management, Retail POS integration)
- Proficiency in Congos reporting and analytics
- Advanced skills in Phocas business intelligence platform
- Strong SQL database skills (querying, troubleshooting, optimization)
- Understanding of retail/distribution business processes
- Experience with system integrations and APIs
- Knowledge of Windows Server environments
Desirable Skills
- Pronto certification(s)
- Experience with Pronto version upgrades/migrations
- Knowledge of EDI systems
- Familiarity with warehouse management systems
- Basic understanding of programming languages (C#, .NET, JavaScript)
- Experience with ITSM tools (ServiceNow, Jira, etc.)
- Knowledge of data migration tools and techniques
Soft skills
Excellent analytical and problem-solving abilities
Strong communication skills (verbal and written)
Ability to explain technical concepts to non-technical users
Customer service orientation with patience and empathy
Strong organizational and time management skills
Ability to work independently and manage multiple priorities
Team player with collaborative mindset
Attention to detail and commitment to quality
Adaptability in a fast-paced environment
Working conditions
- Standard business hours with occasional after-hours support for critical issues, month-end, and year-end processes
- On-call rotation may be required
- Hybrid/remote work options may be available
- Occasional travel to other locations may be required (<10%)
- Fast-paced retail/distribution environment with peak periods during EOFY, Christmas, and promotional events
Performance metrics
- User satisfaction scores
- Ticket resolution time and first-contact resolution rate
- System uptime and availability
- Report delivery accuracy and timeliness
- Successful completion of system upgrades and projects
- User training effectiveness
Career development
- Opportunities for Pronto advanced training
- Exposure to emerging ERP technologies and best practices
- Potential for progression to Senior Analyst, Team Lead, or Systems Manager roles
- Cross-training in related business systems and technologies
How to apply
Ready to join the team?
Interested candidates should submit:
- Current resume highlighting Pronto ERP experience
- Cover letter detailing relevant retail/distribution experience
- Examples of complex Pronto issues resolved (if available)
- Salary expectations
Our client is an equal opportunity employer who celebrates diversity and is committed to creating an inclusive environment for all employees.