Product Support Analyst (ERP)

8 Months ago • 2 Years +

Product Management

Job Description

Trek is seeking a skilled Product Support Analyst to provide tier-2 support for their JDE 9.2 ERP system. Responsibilities include troubleshooting and resolving tickets for users of financial systems (General Ledger, A/R, A/P, Fixed Assets), collaborating with cross-functional teams, escalating complex issues to development, documenting solutions, providing user training, testing fixes, and assisting with new solution implementations. The ideal candidate will have 2+ years of experience with JD Edwards One World or Enterprise One and related processes in a manufacturing environment. Strong understanding of ERP business processes, particularly A/P, A/R, and G/L, is essential.

Must Have:

2+ years JD Edwards experience
ERP support in manufacturing
A/P, A/R, G/L knowledge
Troubleshooting & problem-solving skills
Collaboration with cross-functional teams

Perks:

Amazing benefits
Opportunities for growth
Supportive work environment

Add these skills to join the top 1% applicants for this job

cross-functional

problem-solving

quality-control

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A bit about us

Trek is an awesome place to work, with amazing benefits for all employees. We build only products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes. When you’re on our team, you’re taken care of, encouraged to learn and grow, and given lots of opportunities to do so. Give us your best, and we’ll give it right back. Sound pretty sweet? Then come join us!

Job Description

We are seeking a skilled and customer-oriented Product Support Analyst to join our Technical Support team, providing tier-2 support for our ERP system. The ideal candidate will have a solid technical background, excellent problem-solving abilities, and a commitment to exceptional customer service.

In this role, you will be responsible for troubleshooting, diagnosing, and resolving tier-2 tickets for users, collaborating closely with cross-functional teams, including software development, quality assurance, and product management.

Key Responsibilities:

Provide Technical Support: Serve as the primary contact within our tier-2 team to support JDE 9.2 Financial systems including General Ledger, Accounts Receivable, Accounts Payable and Fixed Assets. Support of third-party systems such as A/P workflow, external credit/collections systems, treasury management, and banking systems

Diagnose and Resolve Issues: Investigate and resolve tickets by conducting research, debugging, and engaging with users. Ensure timely resolutions and updates are provided in our JSM ticketing system.

Collaborate with Development Teams: Escalate complex issues to development teams and work closely with engineers to ensure accurate problem resolution.

Document Solutions: Maintain detailed documentation of reported issues, resolutions, and troubleshooting steps to build a comprehensive knowledge base.

Improve User Experience: Provide training support to end users where there is a lack of understanding of how the current process works or how the system is configured to work

Test and Validate Fixes: Reproduce user-reported bugs and verify fixes in different environments.

Continuous Learning: Work with internal and external financial users and developers to assist with the implementation of new solutions, technologies, and supporting applications.

Required Qualifications: