ERP Support Analyst

ERP Support Analyst

Founded in 2004, Rapha exists to inspire the world to live life by bike. We believe that cycling has the power to transform people’s lives and it’s this experience that we want to share with the world.

We are seeking a highly motivated and skilled ERP Support Analyst to join our dedicated ERP Team.

This is a pivotal, transitional role focused on maintaining the stability of our core operational system, Dynamics NAV, while preparing for our next-generation ERP platform.

If you thrive on owning the support process, enjoy tackling technical challenges, and are eager to master a new ERP system as a subject matter expert, this role offers exceptional exposure and professional growth in a supportive, hybrid-friendly environment.

Key Responsibilities & Ownership

This role balances maintaining the current environment with preparing for the company's digital future.

I. Core Dynamics NAV Support & Helpdesk Ownership

You will be the day-to-day champion of system stability and user satisfaction:

• Own the Helpdesk: Take full ownership of the incoming helpdesk ticket queue, ensuring tickets are logged, investigated, and managed to a high standard in a timely manner.
• Resolve first and second-line technical support queries for end-users across all Dynamics NAV functionalities.
• Diagnose and investigate complex user issues (related to data integrity, finance queries, B2C and B2B issues and integrations), escalating them effectively to the next level of support when necessary.
• Develop and lead user training sessions and maintain high-quality documentation for the existing NAV system.
• Proactively monitor NAV system performance, identify potential issues, and execute system upgrades and essential maintenance activities.

II. IERP Transition and System Adoption

You will be a critical part of ensuring a smooth transition to the new platform:

• The ERP Selection Project is nearing completion; however, you will be fully informed on the new system selection and subsequent implementation plan upon joining.
• You will be expected to review and align current documented NAV processes to facilitate the configuration and data migration for the new ERP, ensuring process integrity and adoption in the new system.
• Be willing and eager to master the functionality and architecture of the selected new ERP system, becoming a key internal subject matter expert during the implementation phase.
• Participate in User Acceptance Testing (UAT) and assist with end-user training for the new ERP solution.

Required Skills & Experience

• 2+ years of dedicated support experience for Microsoft Dynamics NAV (any version).
• Strong understanding of core business processes within Retail and/or E-commerce (e.g., Order-to-Cash, Procure-to-Pay).
• Demonstrated strong desire and aptitude to learn and quickly master a new business system or ERP.
• Excellent communication skills with a focus on customer service and maintaining a high level of user satisfaction.

Desired Skills

• Any prior experience with an ERP implementation or transition project.
• Experience with other ERP solutions (e.g., SAP, Oracle, NetSuite) is a plus.
• Prior experience creating and managing support documentation or knowledge bases.

Working at Rapha

We are continuously looking into ways to invest in our employees and build a better working culture and environment. Here are just some of the internal benefits we offer:

• Flexible working hours
  
• Support for ad-hoc remote working during the week - minimum 4 days in office
• 25 days annual leave
• 2 additional days paid time off to participate in a sportive or similar related cycling event
• A flexible riding benefit to allow you to go out riding on a Wednesday morning with colleagues or learn to cycle through our Getting Started Scheme
• An annual clothing allowance of £1,120 for testing and promotional purpose
• A company bonus scheme
• A health cash plan provided by Healthshield worth up to £1405 per year
• Mental health support with MyndUp
• Free barista coffee and social drinks in the office
• Subsidised lunches 3 days per week
• Monthly department social events and quarterly office social away days
• Bike racing expenses up to £35 per race entry
• A 50% staff discount and a discount for family and friends
• Industry discounts on brands such as Patagonia, Osprey, Finisterre, Wahoo
• Free membership to the Rapha Cycling Club
• Cycle2Work scheme
• Company Pension Scheme
• Enhanced Parental Leave and Pay