Support / Quality Analyst New Skokie, IL

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 a 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:

1. Have a strong functional knowledge of IMS solutions
2. Troubleshoot and resolve Level I and Level II application issues
3. Oversee Level III issues and work with the technical team to resolve
4. Work with the IT Support / Quality Manager on prioritizing multiple support tickets
5. Interact with the internal and external user community to resolve issues, perform training, and gather requirements
6. Provide functional support and training on JD Edwards and ecommerce applications, and API & EDI integrations
7. Recommend potential areas for application system improvement and documentation
8. Perform system administration, set up and configuration across solutions
9. Develop documentation and training materials where applicable
10. Track and run metrics around support
11. Create reports using AS/400 query, JDE World Writer, IMS reporting tools and SQL
12. Assist users in transferring data using FTP and IBM I data transfer tools
13. Work with project teams to create functional test plans to be used in the QA & UAT processes
14. Coordinate and perform QA & UAT testing with users and the technical team
15. Lead review of testing defects with the technical team and stakeholders
16. Update status and solutions in the service desk and project management portal

The skills and experience you have:

Qualifications:

1. 3+ years using JD Edwards running on an IBM I
2. Functional knowledge of JD Edwards (Sales Order, Distribution, Purchasing, Financials, World Writers)
3. Functional knowledge of the JD Edwards database
4. Functional knowledge of standard ecommerce shopping cart applications
5. 1-3 years’ experience in creating test plans and executing them against software enhancements
6. Thorough knowledge of Microsoft Office (Excel, Word, Power Point, Outlook)
7. Demonstrated success of establishing, managing, and maintaining effective working relationships at the management level, internal and external to an organization
8. Professional who is passionate, motivated, straightforward, ethical and solution oriented
9. Strong leadership, teaching and mentoring skills

Preferred Qualifications:

1. Experience with Jira and Service Now
2. Knowledge of MS Visio is a plus
3. Knowledge of IBM I commands/tools/utilities is a plus
4. Knowledge of Sequel Server and SQL is a plus
5. Basic FTP and data mapping skills is a plus
6. Salesforce experience a plus

What we offer:

• 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:

A note to candidates:

Studies have shown that women and people of color are less likely to apply for jobs unless they believe they meet every single one of the qualifications as described in a job description. We are committed to building a diverse and inclusive company and we are most interested in finding the BEST candidate for the job. That candidate may be one who comes from a less traditional background, and that’s okay. We would strongly encourage you to apply, even if you don't believe you meet every one of the qualifications described.

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.