Business Application Support Analyst

Job purpose

Reporting to the Director of IT Operations and Vendor Management, this role is responsible for ensuring the reliable day‑to‑day operation, support, and maintenance of critical business applications within a 24O7 manufacturing and warehousing environment. As a key member of the IT Operations team, this position oversees vendor and partner delivery, ensures exceptional application support, and drives continuous process and service improvements.

The role leverages AI capabilities to reduce manual effort, strengthen controls, and accelerate operational outcomes. The incumbent must have strong expertise in the JD Edwards platform and be adept at troubleshooting issues within a complex, multi‑interface ecosystem. This position works closely with Tier 1/2 Support, Business and Technical Architects, and project teams to ensure seamless collaboration and high‑quality service delivery across the enterprise.

• Ensure stable, high performance daily operations for critical enterprise applications (JDE E1, Infios WMS, Kinaxis Maestro, TPM, EDI, RF) while consistently meeting 24O7 IT Operations SLAs.
• Deliver expert application support, including end‑user guidance and coordination with vendors (Oracle, Korber, IBM) to resolve defects and system issues.
• Drive the execution of system enhancements by collaborating closely with internal and external parties to define requirements, prioritize improvements, and ensure high‑quality, timely delivery.
• Participate in a rotational on‑call model, providing timely response and resolution for high‑priority incidents, including after‑hours support.
• Serve as a Subject Matter Expert (SME) for JDE E1 across inventory and financial modules, with deep knowledge of warehouse systems, EDI, and RF technologies.
• Act as the primary technical liaison for internal business partners, external customers, suppliers, and technology vendors.
• Oversee JDE E1 security administration, including user provisioning, segregation of duties (SOD) monitoring, violation remediation, and use of tools such as Q Software.
• Partner with internal and external auditors to support ITGC and ITAC activities, ensuring control compliance, timely evidence delivery, and strong audit outcomes.
• Support and troubleshoot integrations with JDE, ensuring reliable interface performance through proactive monitoring, transaction reconciliation, and standardized logging, error handling, and alerting practices.
• Coordinate and manage work with managed service providers across custom application development, integrations, and operational support to align with enterprise standards.
• Develop and maintain CL programs and SQL/SEQUEL scripts; implement orchestration and automation to streamline operations and reduce manual effort.
• Champion enterprise approved AI capabilities (e.g., log analysis, anomaly detection, knowledge extraction) to enhance operational effectiveness and insights.
• Create, maintain, and continuously improve documentation, including architecture diagrams, integration maps, runbooks, SOPs, and application support materials.
• Drive application lifecycle management, including roadmap execution, platform upgrades, and reduction of technical debt.
• Lead incident and problem management practices, including root cause analysis (RCA) for major incidents and execution of long‑term remediation actions.
• Monitor capacity and performance trends, proactively identifying risks and implementing improvements before they impact operations.
• Contribute to operational governance through KPI reporting, service reviews, and ongoing service improvement planning.

• This position requires a university degree preferably in computing science or business with a major in information science or equivalent experience.
• 7–10 years previous experience in a similar role.
• Knowledge of JD Edwards applications and technical structure is essential.
• Experience with IBMi (iSeries) platform is essential.
• This position requires exceptional problem‑solving skills. The individual in this role must be analytical, curious, methodical, and detail oriented.
• In addition, they must be able to demonstrate skills in developing, documenting, and…