JDE Support Analyst

Responsibilities

• Manage all application related support calls and help tickets
• Troubleshoot and resolve Level I and Level II application issues
• Oversee Level III issues and work with technical team to resolve
• Manage and prioritize multiple support/help tickets
• Interact with internal and external user community to resolve issues, perform training and gather requirements
• Provide functional support and training on JD Edwards and Website applications
• Recommend potential areas for application system improvement and documentation
• Perform system administration, set up and configuration
• Develop documentation and training materials where applicable
• Develop and track meaningful metrics around application support
• Create reports using AS/400 query, JDE World Writer and client reporting tools
• Assist users in transferring data using FTP and iSeries data transfer tools
• Work with technical team on testing software changes

• Bachelors Degree or equivalent experience
• 5+ years experience using People Soft (JD Edwards) World A7.3 running on an iSeries
• A functional knowledge of JD Edwards (Sales Order, Distribution, Purchasing, Financials, World Writers)
• A functional knowledge of standard Website shopping cart applications
• A thorough knowledge of Microsoft Office (Excel, Word, PowerPoint, Outlook)
• Results-oriented professional who is a self starter with excellent verbal and written communication skills and strong management and organizational skills
• Demonstrated success of establishing, managing and maintaining effective working relationships at the management level, internal and external to an organization
• Strong leadership, teaching and mentoring skills
• A professional who is passionate, motivated, straightforward, and customer-oriented
• A knowledge of CLP and/or RPG programming is a plus
• A knowledge of MS Visio and Access is a plus
• Basic FTP and data mapping skills is a plus

The IT Support Analyst is responsible for all Level I and Level II support of our ERP (JD Edwards) and Web based applications. This position will be the point person for all incoming calls and help tickets submitted through the project management system. Issues that are too technical in nature or require a specialized knowledge will be resolved in conjunction with an IT developer or analyst (Level III support).

This position will act as the liaison between the user community, both external and internal, and the IT technical team in problem resolution and incident management. This position reports to the Director, Information Technology.