JD Edwards Support

Role Purpose

The JD Edwards 1st & 2nd Line Support Specialist is responsible for supporting business users in the daily operation of JD Edwards EnterpriseOne. The role acts as the first point of contact for JDE-related incidents, service requests, user questions, and operational issues, ensuring that support tickets are handled efficiently, professionally, and in line with agreed service levels. The individual supporters are to switch between first- and second-line support.

The position requires a good understanding of business processes, ERP support principles, and JD Edwards functionality. The role will work closely with business users, super users, functional consultants, technical teams, and external vendors to resolve issues and maintain stable ERP operations.

Key Responsibilities

1st Line Support

• Receive, register, categorize, and prioritize JDE support tickets.
• Provide first-level investigation and troubleshooting for user issues.
• Support users with navigation, basic functionality, access questions, and standard process guidance.
• Resolve known errors and recurring issues using documented procedures.
• Monitor ticket queues and ensure timely communication with users.
• Escalate unresolved issues to 2nd line, 3rd line, technical teams, or vendors when required.
• Maintain accurate ticket documentation, including issue descriptions, actions taken, and resolution details.
• Support onboarding and offboarding activities related to JDE access and basic user setup.

2nd Line Support

• Analyze and resolve more complex JDE functional and operational issues.
• Investigate issues across JDE modules such as Finance, Sales, Procurement, Manufacturing, Inventory, Distribution, or Service Management.
• Support business users in identifying root causes and possible workarounds.
• Validate whether issues are caused by configuration, data, process errors, integrations, batch jobs, or user handling.
• Coordinate with developers, CNC specialists, integration teams, and vendors for technical resolution.
• Support testing of fixes, minor changes, and enhancements.
• Assist with regression testing and validation after system changes, upgrades, or deployments.
• Contribute to root cause analysis and problem management activities.

System Operations & Monitoring

• Monitor scheduled jobs, batch processes, interfaces, and operational alerts where relevant.
• Support investigation of failed jobs, missing transactions, interface errors, and data inconsistencies.
• Help ensure ERP services are stable, available, and performing as expected.
• Participate in incident handling for high-priority or business-critical issues.
• Support month-end, quarter-end, and year-end business activities where JDE support is required.

Documentation & Knowledge Management

• Create and maintain support documentation, user guides, FAQs, and standard operating procedures.
• Document known errors, workarounds, and recurring issue patterns.
• Contribute to continuous improvement of the support knowledge base.
• Help train 1st line support colleagues and business super users.

Continuous Improvement

• Identify recurring issues and suggest improvements to reduce ticket volume.
• Support standardization of processes and support practices.
• Participate in service improvement initiatives.
• Provide input to minor enhancements, automation opportunities, and system optimization.
• Contribute to improving user satisfaction and support quality.

Required Skills and Experience

JD Edwards / ERP Experience

• Experience supporting JD Edwards EnterpriseOne in a business or IT support role.
• Good understanding of ERP processes and end-to-end business flows.
• Experience with one or more JDE modules, such as:

-Finance

-Sales

-Manufacturing

-Distribution

• Excellent English skills ( spoken and written)
• Ability to troubleshoot functional issues and understand the impact across processes.
• Familiarity with JDE applications, menus, forms, reports, batch jobs, and user roles.

Support & IT Service Management

• Experience working in a ticket-based support environment.
• Understanding of incident, request, problem, and change management.
• Ability to prioritize tickets based on urgency, impact, and business criticality.
• Experience working with SLA-driven support processes.
• Familiarity with ITSM tools and processes.

Technical Understanding

The role does not require deep development skills, but the candidate should ideally have a basic understanding of:

• JDE batch jobs and reports
• System integrations and interfaces
• Data issues and basic SQL/query understanding
• User roles, security, and access management
• Environments such as development, test, and production
• Release and deployment processes