Product Support Analyst - MUST Have JDE Experience

PRODUCT SUPPORT ANALYST SEATTLE, WA CONTRACT TO HIRE

Take your career to the next level with COMPUCOM. We offer jobs with Fortune 1000 companies nationwide, AND invest in your career development through our generous, annual training contribution.

The Product Support Analyst will be responsible for providing highly technical and/or complex problem support and resolution for technical and JDE enterprise application problems. Work to research and resolve complex technical support issues using all available resources including the software vendor. This role works with other engineers and developers to help them resolve highly technical issues and problems. This role also provides business analyst and/or consulting services to customers. The Product Support Analyst may lead, train and/or mentor less experienced Product Support Analysts.

SPECIFIC RESPONSIBILITIES:

- Problem resolution for both technical and application issues for JDE World and EnterpriseOne applications, client product modifications, as well as various client and Oracle tools
- Analyze business processes to make specific recommendations
- Assist in set up of application and/or specific element of application
- Research complex technical support issues and work with the software vendor and other teams to drive to resolution
- Manage relationship with customer, oversee issue resolution in a timely manner and maintain customer confidence by being a superior technical resource
- Provide support for JDE World/E1 applications to customers
- Train end users in Oracle World/E1 applications and client tools and processes
- On complex cross-functional issues, take ownership of the problem and work with all required resources to arrive at resolution
- Analyze chronic problems for patterns of systemic issues applicable to other customers and implement/monitor/oversee the resolution
- Understand tax laws and functionality in system; keep current on major changes in tax law
- Mentor other team members in troubleshooting and problem resolution techniques
- Manage the quality assurance function: design test scripts for hardware and new environments used by customer
- Test new systems and environments prior to delivery to the customer

REQUIRED QUALIFICATIONS:

- College degree in a computer or business-related field and 10+ years experience in technical support
- Proven functional experience in business, financial, HR/payroll, distribution, and manufacturing concepts, experience with JDE EnterpriseWorld or EnterpriseOne applications preferred
- Strong working knowledge of PC hardware and software, operating systems, networking, data communications and related technologies
- Expert level working knowledge of product support policies and procedures, troubleshooting and problem resolution methodologies
- Excellent customer service and communication skills including verbal, written and listening skills
- Strong problem solving and analytical skills and the ability to handle multiple responsibilities effectively
- In-depth understanding of the customers business processes and requirements
- Highly motivated, organized, detail oriented, and a team player
- Ability to learn and apply new technology quickly
- Ability to manage customers in stressful situations

CompuCom, the leading IT outsourcing specialist, delivers IT your way. Our clients like working with us because they know that, with CompuCom, its all about you. Our unique ITSM strategy blends your data center, network, voice, and end user computing environments in an innovative fashion. This radically simplifies your IT, allowing you to focus on growing your business and serving your customers. We are highly regarded by worldwide and regional organizations alike for our pragmatic approach, best practices, and highly skilled workforce. This balance provides the perfect alternative to address the evolving challenges facing you, today and in the future. More than a trusted advisor, CompuCom is your trusted doer.