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JDE General Support Analyst

Apply Job ID REF7373F Date posted 07/30/2022 Address 16200 Park Row, Houston, TX Job Type Full-time Job Status Exempt

Are you looking to grow or advance your career with a company that will support you to reach your full potential? We’re committed to investing in our people and aim to support our colleagues in their development and long-term career growth with ITW. Our decentralized, entrepreneurial culture empowers you to think and act like a business owner. We aspire for everyone to perform to their full potential and value the unique and diverse perspectives, experiences and ideas that makes us better together. The ITW Business Model gives us the tools to focus on what’s most important, and we’re grounded in our values of Integrity, Simplicity, Trust, Respect and Shared Risk. We’re proud of what we do and even more proud of how we do it.


As an ERP General Support Analyst, you will perform Level I support of our ERP (JD Edwards) environment and supporting applications. The Support Analyst plays a key role in the day-to-day operations of application support including reviewing, addressing, or escalating help desk tickets, addressing daily logs and system errors, user account maintenance, business forms development, and backup operations.  The Support Analyst will also work with the ERP Functional Analyst ensuring data integrity is being maintained within the JDE master data.

Duties and Responsibilities:

  • Monitor the teams’ helpdesk ticket queue for new incoming tickets, and addresses the issue or re-assigns tickets as necessary, to work and resolve issues with JD Edwards, business forms, user account issues.
  • Manage own helpdesk ticket queue to resolve end user issues in a timely manner, while providing excellent customer service.
  • Troubleshoot and resolve Level I issues, as reported by the end users or system-generated error logs.
  • Interact with internal and external user community to resolve issues, perform training and gather requirements
  • Manage and prioritize multiple helpdesk tickets, while assisting on projects where needed.
  • Assist Analysts with testing software changes, when needed.
  • Oversee tickets worked by Analysts to learn and, eventually, address more complex issues and errors.
  • Develop documentation and training materials where applicable.
  • Collaborate with the team to recommend potential areas for application system improvement and documentation.
  • With guidance from the ERP Functional Analyst, understand the Data Master function, participate in Core Team meetings, and assist the divisions’ Core Team members with their tasks to ensure data integrity is maintained.

Qualifications:

  • Any combination of education, training and experience equivalent to possession of a bachelor's degree in computer science, information engineering or other related areas.
  • 1+ years experience using or supporting JD Edwards E1 running on an iSeries system.
  • Functional knowledge of JD Edwards (Financial, Distribution, Manufacturing).
  • Knowledge of JDE or RPG programming is a major plus.
  • Knowledge of MS Access is a plus.
  • Can be based out of one of the following office locations: Houston, TX; Solon, OH; Lakeland, FL; San Luis Obispo, CA; or Hartford, CT.  A U.S.-based remote work environment may be considered for this position.
  • 5-10% Travel May be Required.

ITW is committed to offering comprehensive, affordable, and flexible benefits that help you and your family be well – physically, mentally and financially. Includes Healthcare, industry-leading 401(k) plan with matching contributions and more. ITW is an equal opportunity employer. ITW will not discriminate against any applicant for employment on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, or veteran status.

ITW is an equal opportunity employer. We value our colleagues’ unique perspectives, experiences and ideas and create workplaces where everyone can develop their careers and perform to their full potential. 

As an equal employment opportunity employer, ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship. 

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status or any other characteristic protected by applicable federal, state, or local laws.  

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At ITW, we value our colleagues' unique perspectives, experiences, and ideas and create workplaces where everyone can develop their careers and perform to their full potential.

Equal Opportunities

ITW is committed to equal employment opportunity and fair treatment for employees, beginning with the hiring process and continuing through all aspects of the employment relationship.

All qualified applicants will receive consideration for employment without regard to race, color, sex, gender identity, sexual orientation, religion, national origin, age, disability, protected Veteran status, or any other characteristic protected by applicable federal, state, or local laws. Read more information here.

If you are a qualified individual with a disability and are unable or limited in your ability to use or access this online application system process due to your disability, please email corp_accessibility@itw.com to request assistance. No other requests will be acknowledged.