IT Support / Quality Analyst en Integrated Merchandising Solutions LLC

What does the IT team do?

The IT Support/ Quality Analyst is responsible for Level I and Level II support of all IMS technology solutions. This includes our ERP (JD Edwards) and ecommerce applications, API & EDI integrations, and IMS’s Meridian software solution. This position will be the point person for help tickets submitted through the project management & service desk system. You will provide functional support across all solutions. Issues that are too technical in nature, or require a specialized knowledge, will be resolved in conjunction with an IT developer or analyst (Level III support). This position will act as the liaison between the user community, both external and internal, and the IT technical team in problem resolution and incident management. This position will also be responsible for validating solutions. This will be done by creating and executing test plans. You will work directly with the IT development team on defect resolutions coming out of testing. This position requires both business hour and occasional off hour support.

We value what makes you, you 

IMS is committed to building and maintaining a team that reflects the diverse consumer base and communities that we serve. We know that when our associates are empowered to bring their whole selves to work, they feel valued and appreciated, and bring better results for our clients. We strive to build a culture that rewards people for their unique perspectives and contributions, and where our people are connected - to the work we do, to each other, and to IMS. 

Who are you? 

You have at least 3 years of experience using JD Edwards running in an IBM I environment using the Financial, EDI and Order to Cash modules. You have experience working with ecommerce shopping cart solutions. You thrive in a fast-paced and agile environment where you want to be leader in providing solutions. Having a technical background is preferred. If you don’t have a technical background, you want to learn and excel in the technical areas required for the position.

Responsibilities include:

· Have a strong functional knowledge of IMS solutions

· Troubleshoot and resolve Level I and Level II application issues

· Oversee Level III issues and work with the technical team to resolve

· Work with the IT Support / Quality Manger on prioritizing multiple support tickets

· Interact with the internal and external user community to resolve issues, perform training, and gather requirements

· Provide functional support and training on JD Edwards and ecommerce applications, and API & EDI integrations

· Recommend potential areas for application system improvement and documentation

· Perform system administration, set up and configuration across solutions

· Develop documentation and training materials where applicable

· Track and run metrics around support

· Create reports using AS/400 query, JDE World Writer, IMS reporting tools and SQL

· Assist users in transferring data using FTP and IBM I data transfer tools

· Work with project teams to create functional test plans to be used in the QA & UAT processes

· Coordinate and perform QA & UAT testing with users and the technical team

· Lead review of testing defects with the technical team and stakeholders

· Update status and solutions in the service desk and project management portal

Traits / Behaviors Desired:

· Solution Oriented – you don’t let constraints get in your way. You are comfortable articulating issues or consequences of decisions but are happy to find a way to make it work (for now).

· Collaborative – it takes a village! You eschew “us vs. them” mentality and seek to understand how all the pieces fit into place and how to lead and follow for the best team outcome.

· Git-R-Done – You have a bias for action and “trying it out”. You realize that a fast 80% solution that answers most of the questions is better than a slow one that gets 95% of it. Sure, there are conditions – but you trust your colleagues to understand and act appropriately.

· Leadership – You challenge your team as well as yourself to explore new ideas and technologies, develop ways to work better and bring these to fruition.

The skills and experience you have

Qualifications:

· 3+ years using JD Edwards running on an IBM I

· Functional knowledge of JD Edwards (Sales Order, Distribution, Purchasing, Financials, World Writers)

· Functional knowledge of the JD Edwards database

· Functional knowledge of standard ecommerce shopping cart applications

· 1-3 years’ experience in creating test plans and executing them against software enhancements

· Thorough knowledge of Microsoft Office (Excel, Word, Power Point, Outlook)

· Demonstrated success of establishing, managing, and maintaining effective working relationships at the management level, internal and external to an organization

· Professional who is passionate, motivated, straightforward, ethical and solution oriented

· Strong leadership, teaching and mentoring skills

· Excellent organizational skills

Preferred Qualifications:

· Experience with Jira and Service Now

· Knowledge of MS Visio is a plus

· Knowledge of IBM I commands/tools/utilities is a plus

· Knowledge of Sequel Server and SQL is a plus

· Basic FTP and data mapping skills is a plus

· Salesforce experience a plus

What we offer

In addition to playing an important role at IMS, you'll receive: 

• Competitive salary 
• Medical, dental, vision, and 401(k) with match 
• Generous PTO policy 
• Robust peer recognition program 
• Training and development opportunities 
• Commitment to growing and enhancing our organizational culture 

Who we are 

IMS represents leading brands at the point of purchase – in store, online, and behind the scenes – including digital and traditional signage, print and POP, branded merchandise, and more. Our marketplace is solution agnostic, so our clients achieve best execution at lowest price throughout North America. Our integrated platform (planning, procurement, freight, warehousing, kitting, fulfillment, field execution, analytics, and program management) empowers our clients to stay at the strategic level, knowing that we can help turn their marketing vision into a reality.  Visit us at: www.IMSretail.com.  
 
IMS is wholly owned by Omnicom Group (NYSE: OMC), an inter-connected global network of leading marketing communication companies offering a diverse, comprehensive range of marketing solutions spanning brand advertising, customer relationship management, media planning and buying services, public relations and numerous specialty communications services to drive bottom line results for its clients (www.omnicomgroup.com). 

IMS is an Equal Opportunity Employer 

Salary Range for this job is $60k to $75k - The salary range provided in this job posting is an estimate based on market data and internal equity.  Final compensation will be determined based on knowledge, skills, experience, location, and other relevant factors, such as certain certifications that may be desired for this role.

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