JD Edwards 1st & 2nd Line Support Specialist

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.

We expect that the there will be a rotation, where the supporters in one week takes care of cases and distribute them (level one), other weeks, they are receiving cases that takes longer ( level 2), investigate further and resolve or escalate.

Shift A (3 Nights/week)

1 Consultant

104 hours per months

Shift B (3 Nights/week)

1 consultant

104 hours per months

Shift C (Mon-Sat 07-23)

9 consultant

168 hours per months

Team Lead (Mon-Fri Days)

1 consultant

168 hours per months

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.