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JD Edwards

Company Name:
Aon Hewitt
Summary
The IT Implementation & Support Analyst is responsible for supporting end user systems and processes across all divisions in RockTenn. Primary responsibilities include day-to-day end user problem resolution after systems and processes are implemented, meeting with end-users to understand functional requirements, writing functional requirement documents to be used by development personnel, testing system functionality, and some training. The primary focus of the position is supporting our JD Edwards ERP system. Various other business systems also supported. The candidate must have good interpersonal skills, strong analytical and problem solving skills and be technically adept.

Duties and Responsibilities

Support end user problem resolution after RockTenn software and new business processes are implemented.
Perform research on any reported problem.
Answer questions, applying knowledge of custom and purchased software, hardware, and RockTenn processes and policies.
Investigate and resolves computer software problems of users.
Work with end users to understand business system enhancement requests and documents business requirements in functional requirement documents.
Communicate with programmers to explain software enhancement needs and issues and recommend changes to programs and software functionality.
Analyze issue trends and make recommendations to management and development about system enhancements.
Test enhancements to system functionality.
Assist Implementation Managers with implementation duties.
Perform one-one and small group training.


Knowledge, Skills & Abilities Required
Strong aptitude for problem-solving and the ability to resolve complex issues while retaining a strong customer service focus
Team player with the ability to adjust to disparate personalities and work well within a diverse organization.
Ability to research system issues, formulate solutions, and present solutions to end-users.
Strong verbal and written communication skills.
Willing to be available for phone support 24x7. Weekly on call support rotation every 6 weeks. Potential nation wide travel estimated up 30%.
Education/ Experience Requested
Minimum 3 years software support experience - JD Edwards applications experience required. MS Suite, Powerpoint experience required.
Bachelor's degree preferred


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