JD Edwards Support Manager – Enterprise System Support Manager

Location: Norcross, GA
Date Posted: 06-14-2016
JD Edwards Support Manager – Enterprise System Support Manager
Location: Norcross, GA
Employment Type:  Full Time Perm
Our client makes consumer and corrugated packaging solutions that give their customers a winning edge in the global marketplace. They partner closely with customers on everything from beverage packs and pizza boxes to trigger sprayers and fragrance pumps to paperboard used for a wide variety of packaging and shipping containers.
Their 42,000 team members combine practical innovations and rigorous execution in about 275 operating and business facilities across North America, South America, Europe and Asia to deliver products and services that answer unique local needs.
  • The Information Technology (IT) Implementation and Support Manager directs a group of IT Support Business Analysts
  • Coordinates all facets of a software implementation from project kick-off to Go Live
  • Provides second and third-level support to end users
  • Acts as a liaison between IT and the clients
  • Collects, analyzes, reviews, documents, and communicates business needs and requirements
  • Interacts with clients to assess the needs and define the systems scope and objectives
  • Demonstrates Moderate Discretion and Independent Judgment
  • Makes departmental decisions that have a moderate impact on the projects that the department works on, how work is completed, or direction taken by the department.
  • Makes people resource recommendations to hire, promote, and fire employees that are seriously considered.
  • Makes decisions that are aligned with company policies and practices to accomplish work.
  • Recommends creating new policies or operating practices or adjustments to existing ones to accomplish organizational objectives.
Manages Others
  • Staffs a 24x7 environment to support software issues.
  • Manages resources and people processes (e.g., performance review, career development, training, staffing, etc.) to ensure the day-to-day administration of processes and formal procedures.
  • Identifies individual and team skill gaps and developmental opportunities (e.g., training, special assignments, conferences, projects, etc.) to facilitate individual and team development.
  • Reviews documented career goals and detailed action plans to develop staff personally and professionally.
  • Conducts frequent performance evaluations in a consistent, fair, and objective manner for facilitating open communication and encouraging continuous performance improvement.        
  • Holds staff accountable to established performance levels for achieving individual and group goals.
  • Resolves individual and group performance issues in accordance with client’s policies and procedures to motivate and foster teamwork.
  • Coaches others and provides on-going feedback and support to improve performance
  • Identifies opportunities to involve others in new and challenging work assignments that advance the skills and capabilities of individuals, teams, and the organization
  • Provides salary recommendations to reward employee performance
Manages Software Implementations
  • Facilitates gap analyses for process and system functionality for plants and divisions implementing new software to identify operational deficiencies and ensure desired performance.
  • Documents business requirements in functional requirement records to capture information, changes, etc.
  • Develops, documents, and communicates business and functional requirements to design and implement business solutions.
  • Designs solutions to improve productivity and user efficiency.
  • Tests enhancements on system functionality to ensure effective implementation and operation.
  • Coordinates data conversions to ensure standardized map files.
  • Writes IT requirements to define business needs and develop databases, software, etc.
  • Supports end user problem resolution after systems and processes are implemented to ensure operational efficiency and effectiveness.
  • Conducts and coordinates regularly scheduled maintenance on specific applications to ensure operational effectiveness.
Conducts Research and Analyses
  • Assesses clients’ needs to assist in identifying business system requirements and enhancement requests.           
  • Researches system issues, formulates solutions, and presents solutions to end users to ensure optimum service and cost efficiency.
  • Conducts research on reported problems to eliminate recurrences, identify root causes, and recommend solutions.
  • Analyzes business requirements and software functionality to solve and drive solutions for organizational problems and requirements.
  • Analyzes issue trends to provide recommendations to IT management and Development groups on system enhancements.
  • Provides process improvement recommendations to ensure client needs are met.
  • Recommends options to reduce risks and weigh costs versus benefits.
  • Recommends alternative application software packages to provide solutions and strategies based upon best practice research.     
Interfaces with Internal and External IT Associates
  • Acts as an advocate for software solutions to support best practices, technology advancement, etc.
  • Interfaces with programmers to communicate software enhancement needs and issues.
  • Collaborates with programmers to recommend changes for programs and software functionality.
  • Collaborates with individuals, functions, and teams across the organization to define process and system requirements.
  • Develops and delivers presentations to all levels of the organization to provide information on business and functional requirements and gain consensus.
  • Remains current on technical sector developments to obtain and disseminate industry best practices, emerging trends, resources, etc.
Provides End User Support
  • Responds to questions and applies knowledge of computer software, hardware, and processes and policies to support problem resolution and ensure customer satisfaction.
  • Supports end user problem resolution after systems and processes are implemented to ensure operational efficiency and effectiveness.
  • Trains ISG Support on software functionality to ensure adherence with established standards.
Manages Projects
  • Manages project lifecycles, including project scope, resources, schedule, initiation, start-up/design, building, and deployment for projects from beginning to end.
  • Develops design documents (e.g., product design, business design, etc.) to define project scope and to identify stakeholders.
  • Distributes design documents to stakeholders to obtain sign-off, agreement on project costs, and needed resources. 
  • Develops project plans (e.g., detailed plan, milestones, work breakdown structures, etc.) and assigns tasks to resources for ensuring projects will be completed on time and according to specifications.
  • Identifies and negotiates process changes, ownership of processes, and management of project impact.
  • Designs and implements communication plans to ensure those affected by projects are informed and updated.
  • Follows up with assigned resources formally (e.g., status meetings, etc.) and informally to continuously manage the productivity of the team, project timelines, and deliverables
  • Balances multiple projects and deployment schedules to meet the management team’s goals
  • Bachelor’s Degree  - Preferred
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