Product Support Analyst (ERP)

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 :

2+ years of experiencewith 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