Product Support Analyst (ERP)

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: 

• 2+ years of experience with JD Edwards One World or Enterprise One and related processes or similar ERP 

• Experience supporting ERP and related business applications in a manufacturing environment 

• Strong understanding of ERP business processes with experience in A/P, A/R, G/L and related systems