Job Description

The Applications Support Engineer is responsible for providing Level 1 and Level 2 application support for critical enterprise business applications, with primary focus on JD Edwards (JDE) ERP, RF-SMART, SOM, IQVIA applications, EDI integrations, and related business systems. The role serves as a key operational interface between business users, IT application teams, infrastructure teams, external vendors, and managed service providers to ensure application incidents and service requests are resolved effectively and within established service levels.

The Applications Support Engineer will also support IT General Controls (ITGC) and SOX compliance activities for applications within scope, including user access controls, privileged access reviews, change management evidence, periodic access certifications, and audit support.

Essential Functions:

• Provide day-to-day operational support for the JD Edwards ERP environment and associated business processes. Troubleshoot JDE application, batch job, interface, printing, security, and user-access issues. Support integrations between JDE and upstream/downstream applications. Coordinate JDE issues requiring deeper functional or technical expertise with internal application teams and external support partners. Support RF-SMART applications and integrations used within warehouse, distribution, manufacturing, and inventory operations .Support SOM and IQVIA applications and associated interfaces, data feeds, and user issues. EDI & Integration Support Monitor and support EDI transactions and application interfaces between internal systems, customers, suppliers, distributors, and other external partners. Investigate failed, delayed, duplicate, or rejected EDI transactions. Coordinate resolution of integration issues with business teams, trading partners, application teams, and external vendors. Monitor scheduled interfaces and proactively address failures that could impact business operations. Maintain appropriate incident and troubleshooting documentation for recurring interface issues. ITGC / SOX Compliance Support IT General Controls (ITGC) and SOX compliance requirements for assigned applications. Assist with periodic user access reviews and access certifications. Support user provisioning, modification, and termination controls. Assist with privileged and elevated-access reviews. Ensure application access requests have appropriate business and management approvals. Support change management controls and ensure production changes follow established IT procedures. Maintain appropriate evidence for application changes, approvals, testing, and implementation. Provide requested documentation and evidence for internal and external audits. Track and support remediation of identified ITGC/SOX control deficiencies. Maintain application documentation necessary to demonstrate continued control effectiveness and audit readiness.
• Applications Support Engineer support Level 1 and Level 2 applications in JDE ERP, RFSmart, SOM, IQViA and EDI and ITGC SOX controls for these systems.
• Service Management Manage incidents and service requests through the organization's IT Service Management (ITSM) platform. Ensure tickets contain appropriate troubleshooting details, business impact, resolution information, and supporting documentation. Identify recurring application incidents and recommend opportunities for problem management and permanent resolution. Develop and maintain knowledge articles, troubleshooting guides, standard operating procedures (SOPs), and support documentation. Participate in change management processes and coordinate application-related production changes. Provide application support metrics and identify trends affecting application stability or business operations. Business & Technical Collaboration Partner with business stakeholders across Finance, Supply Chain, Manufacturing, Distribution, Commercial, and other functional areas. Coordinate with application development, database, infrastructure, network, security, and integration teams when resolving cross-functional incidents. Work with third-party application vendors and managed service providers to resolve application issues. Communicate application outages, service degradation, issue status, and resolution clearly to business and IT stakeholders. Participate in application upgrades, enhancements, testing, deployments, and post-production support as required

Education:

• Bachelors Degree (BA/BS) Computer Science and/or equivalent experience - Preferred

Experience:

• 3 years or more in 3-6 years of IT applications support experience

Specialized Knowledge:

• Strong analytical and troubleshooting skills.
• Ability to distinguish application, integration, infrastructure, data, and user-related issues
• Strong incident ownership and follow-through. Ability to manage multiple production issues and competing priorities.
• Strong written and verbal communication skills. Ability to work effectively with business users, technical teams, vendors, and auditors.
• Strong attention to documentation, compliance, and operational controls. Customer-focused mindset with a strong sense of accountability for production application availability.