JD Edwards 1st & 2nd Line Support Specialist

emagine; Porto; Hybrid; EUR 35,000 - 52,000; Full time

Job summary

emagine is seeking a JD Edwards EnterpriseOne 1st/2nd Line Support Specialist to provide expert user assistance and ticket-based incident handling for ERP operations in Porto. The role focuses on categorizing, investigating, and resolving JDE issues while collaborating with stakeholders to maintain seamless JD Edwards functionality.

The ideal candidate will have proven JDE EnterpriseOne experience, strong ERP knowledge, and excellent English communication.

Qualifications

• Proven experience supporting JD Edwards EnterpriseOne.
• Strong grasp of ERP processes and business flows.
• Experience in one or more JDE modules: Finance, Sales, Manufacturing, Distribution.
• Excellent English proficiency (spoken and written).
• Ability to troubleshoot functional issues effectively.
• Familiarity with JDE applications and ITSM tools.
• Experience in a ticket-based support environment.
• Understanding of incident and change management processes.
• Knowledge of JDE batch jobs and database queries.
• Strong customer service orientation and communication skills.

Responsibilities

• Receive, register, categorize, and prioritize JDE support tickets.
• Manage first-level investigation and troubleshooting of user issues.
• Assist users with navigation and operational guidance within JD Edwards.
• Resolve known errors using documented procedures.
• Monitor ticket queues and communicate effectively with users.
• Escalate unresolved issues to appropriate support levels.
• Maintain comprehensive ticket documentation.
• Support onboarding and offboarding procedures related to JD Edwards.

Skills

JDE tooling

ERP processes

JDE modules (Finance, Sales, Mfg, Dist

English proficiency

Troubleshooting

ITSM ticketing

Incident & Change mgmt

JDE batch jobs & DB queries

Tools

JD Edwards EnterpriseOne

Job description

Job Description

The JD Edwards 1st & 2nd Line Support Specialist is essential in providing support to business users in the daily operations of JD Edwards EnterpriseOne. This role serves as the primary contact for JDE-related incidents and operational issues, ensuring efficient handling of support tickets in accordance with service levels. The function requires adeptness in business processes and JD Edwards functionality, collaborating with various stakeholders to maintain effective ERP operations.

Main Responsibilities

• Receive, register, categorize, and prioritize JDE support tickets.
• Manage first-level investigation and troubleshooting of user issues.
• Assist users with navigation and operational guidance within JD Edwards.
• Resolve known errors using documented procedures.
• Monitor ticket queues and communicate effectively with users.
• Escalate unresolved issues to appropriate support levels.
• Maintain comprehensive ticket documentation.
• Support onboarding and offboarding procedures related to JD Edwards.

Key Requirements

• Proven experience supporting JD Edwards EnterpriseOne.
• Strong grasp of ERP processes and business flows.
• Experience in one or more JDE modules: Finance, Sales, Manufacturing, Distribution.
• Excellent English proficiency (spoken and written).
• Ability to troubleshoot functional issues effectively.
• Familiarity with JDE applications and relevant ITSM tools.
• Experience in a ticket-based support environment.
• Understanding of incident and change management processes.
• Basic technical knowledge concerning JDE batch jobs and database queries.
• Strong customer service orientation and communication skills.

Nice to Have

• Additional experience across multiple JDE modules.
• Familiarity with systems integrations and interfaces.
• Experience in service improvement initiatives.

Other Details

This is a full-time position based in Porto, Portugal, with a hybrid model of 4 days onsite (flexible) and 1 day remote work. The role requires a commitment to a 2-year duration with the opportunity for permanent employment thereafter.