Senior JDE Application Support Analyst

Job Title:	Senior JDE Application Support Analyst
	Full time or Contract (long term)
Job Duties, Responsibilities, Qualifications, and Requirements
Job Summary	The Application Support Analyst provides expert level 3 & 4 "help desk process and application support services for JD Edwards in specific functional areas of expertise. This position must be proficient in the Financial functional modules of WorldSoftware and EnterpriseOne. 1099 Year End processing is a requirement. Industry experience a plus. App/Tech (SQL) a plus.
Experience / Education Requirements	Undergraduate degree 10+ years of experience in JDE support
Essential Duties and Responsibilities	Application support for JDE World and OneWorld/EnterpriseOne applications, depending on area of expertise. Create Functional documentation. Track issues and meet SLA requirements. Drive customer satisfaction by tracking issues from start to closure, minimizing aging cases.
Position Reports To:	Manager, Support Services
Does this position have direct reports?	Yes
Position Parameters	Decision-making responsibility. Ability to help customers will require heavy analysis and troubleshooting, working with development when debugging, and programming support Is required. These can range from simple questions to very complex and broad issues. Staff has authority to make individual decisions on all customer issues. Will bring sales and contract-related decisions to upper management. Problem solving responsibility. Problem solving is the primary role for this job. Problems can range from simple questions to very complex software issues. Resources can come from internal team members, on-line user manuals, or other public sites that publish software guides and solutions. Team members must have a deep level of expertise to solve and understand the software with the intent to resolve issues. Working relationships and contacts. Continuous contact with internal team members and customers. All communication is with the purpose to resolve a customer's software issue and to drive a positive customer experience that would help with references resulting in new business. Giving/receiving information with the goal of solving their issue and drive high levels of customer satisfaction. Requires strong relationships with customer's users and internal team members. Impact/importance of function. Results of good performance will determine future customer references, service renewals, customer satisfaction, direct business impact to customer software must be operating to their needs and business objectives. Staff must meet customer SLAs as guaranteed by contract. Solutions with minimal rework and of high quality are the objective. Work Remote/independently/self starter Ability to be self-reliant and work independently and work well in remote situations.
Required Competencies	Excellent customer focus and communication, friendly interaction and passion to help customers with their software issues Ability to work within a close team environment. With teams in all regions. Knack for customer service and patience to deal in situations where customer can be in a panic Need to provide calm, caring and confident character while helping customer and other team members Must have good analytical ability and strong resources to utilize for resolving issues Ability to work close with customer's users Spoken languages other than English can be beneficial to business Must have good communication skills (written and oral) to work with customers and management Thorough and complete sentences to describe solutions in customer cases and in related requirements specifications and design documents Needs to be creative in finding solutions Must have good understanding and scope of software to know how a change can impact other parts of the software.