JD Edwards 1st & 2nd Line Support Specialist

Description

The JD Edwards 1st & 2nd Line Support Specialist provides daily operational support to business users of JD Edwards EnterpriseOne. The role is the primary contact for JDE-related incidents and operational issues, ensuring support tickets are handled in line with service levels. It requires knowledge of business processes and JD Edwards functionality and collaboration with stakeholders to maintain effective ERP operations.

Main Responsibilities

• Receive, register, categorize, and prioritize JDE support tickets.
• Conduct 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 the appropriate support levels.
• Maintain comprehensive ticket documentation.
• Support JD Edwards-related onboarding and offboarding procedures.

Key Requirements

• Proven experience supporting JD Edwards EnterpriseOne.
• Strong understanding of ERP processes and business flows.
• Experience in one or more JDE modules: Finance, Sales, Manufacturing, or Distribution.
• Excellent spoken and written English.
• 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 of 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.

Support Model and Shifts

A rotation is expected: during some weeks, supporters manage and distribute cases at level 1; during other weeks, they receive longer-running level 2 cases, investigate them further, and resolve or escalate them.

• Shift A: 3 nights per week; 1 consultant; 104 hours per month.
• Shift B: 3 nights per week; 1 consultant; 104 hours per month.
• Shift C: Monday to Saturday, 07:00–23:00; 9 consultants; 168 hours per month.
• Team Lead: Monday to Friday, daytime; 1 consultant; 168 hours per month.

Other Details

This is a full-time role based in Porto, Portugal, with a hybrid arrangement of 4 flexible onsite days and 1 remote day per week. The role requires a two-year commitment, with the opportunity for permanent employment afterward.