Support Engineer - JDE (L1)

Support Engineer - JDE (L1)

Role purpose

Support Oracle JD Edwards EnterpriseOne business processes and technology, and the JDE-facing interfaces in the landscape, maintaining stable manufacturing, distribution, finance and supply-chain operations. This role operates as front-line operational support with strong triage, recovery and escalation discipline.

Key outcomes

• Stable, secure and recoverable business services with minimised user and operational impact
• Predictable SLA performance, transparent communication and high-quality ticket ownership
• Reduced recurrence through measurable problem actions, automation and knowledge reuse
• Safe releases and changes supported by evidence, risk assessment and rollback readiness
• Strong partnership with business teams, global resolver groups and technology vendors

Technology and technical skill set

• Primary skills: JD Edwards WorldSoft, JD Edwards EnterpriseOne 9.2 (Financials, Distribution, Manufacturing), UBE/batch monitoring, OMW, Orchestrator/AIS, CNC basics, EDI inbound/outbound processing (850/856/810), production incident resolution
• Secondary skills: SQL (Oracle/SQL Server), JAS/WebLogic, Server Manager, package build and deployment, REST integrations, interface reconciliation with OTM, RapidResponse and WMS, ITIL

Core responsibilities

• Own assigned incidents and requests from acknowledgement through resolution or quality escalation
• Execute documented health checks, restarts, reruns, access tasks and standard service requests
• Capture timestamps, impact, error details, logs, screenshots, correlation IDs and reproduction steps
• Communicate clear user updates and maintain complete ServiceNow ITSM records
• Use knowledge articles and runbooks; identify gaps and propose improvements
• Participate in shift handovers, daily operations reviews and major-incident bridges
• Resolve functional and technical incidents across finance, procurement, sales, inventory and manufacturing
• Monitor UBEs, batch queues, kernels, JAS/AIS services and interfaces
• Reconcile EDI/B2B order and invoice flows with BizLink, TrustedLink and EDIcom
• Support user roles, environments, versions, menus and security requests
• Coordinate ESUs, package deployment, object promotion and regression validation

Required knowledge and capabilities

• 2-4 years of IT/application support experience, including at least 1-2 years on the relevant platform
• Strong working knowledge of JDE E1, UBE, OMW, Orchestrator, AIS, CNC, ESU, JAS, BSFN, EDI.
• Practical understanding of ITIL-aligned incident, problem, change, request, knowledge and major-incident processes.
• Ability to read logs, correlate events, form testable hypotheses and document a defensible technical conclusion.
• Working knowledge of security controls including least privilege, privileged access, secrets, certificates and audit evidence.
• Clear written and verbal communication, translating technical findings into business impact and recovery options.

Behavioural competencies

• Customer and business-impact orientation
• Ownership and calm execution under pressure
• Analytical troubleshooting and evidence-based reasoning
• Collaboration across cultures, time zones and suppliers
• Control discipline, attention to detail and documentation quality
• Continuous learning, automation mindset and constructive challenge

Performance measures

• SLA acknowledgement and resolution compliance
• First-contact/first-line resolution rate
• Ticket quality and escalation completeness
• Backlog age and reopen rate
• Runbook and knowledge usage/contribution
• Shift handover quality

Working model

• Supports global services across time zones through rotational shifts and on-call coverage.
• Participates in Transition (shadow and reverse shadow with Infosys) and Steady State as planned in the transition schedule.
• Expected to join major-incident bridges, planned releases, disaster-recovery exercises and critical business windows such as month-end close.
• Must follow approved change, security, data-handling, validation and segregation-of-duties controls.