Roles and Responsibilities

• Regular interaction with JDE development and CNC Admin support team to involve them in resolving issues.
• Second level support for resolution of service requests.
• Second level support for resolution of system defects
• Key involvement in the resolution of high severity user issues and system defects
• Review and approve root cause analysis, work arounds and support
• Documentation prepared by Support analysts
• Provide guidance and expertise to Support analysts in resolving very complex issues.
• Interact with Business users throughout the lifecycle of the support call from initiation till closure.
• Resolving all JDE level 2 Application Support calls logged thru Help desk
• Own the support tickets pertaining to their respective Modules till closure.
• Provide On call support after business hours for high severity issues.
• To participate in functional as well as technical discussions with the client and team.
• Work closely with product owners and business analyst to ensure acceptance criterias are accurately captured and share feedback as needed.

Required Technical and Professional Expertise

• Extensive experience in JDE EnterpriseOne Sales & Distribution module.
• Resource having techno functional skills to support issues is desirable.
• Support for interfaces to MFG PRO, Demand Solutions , Positive pay and Labelling solutions, Oracle APS etc is desirable
• Ability to understand highly customized Manufacturing Accounting process
• Application testing for all system changes and projects.
• Knowledge transfer and other support related activity.
• Working knowledge is must on EDI, Vertex, FedEx
• Experience in working on JDE projects with onsite – offshore model for Application Development and support.