JDE E1 Functional Analyst Order-to-Cash, Customer Service & Service Management

Function: IT / Business Applications
Experience: 8+ Years
Work Location: India
Work Mode: Hybrid / Remote
Employment Type: Full-Time
Time Zone: Flexible working hours to support Australia & New Zealand (ANZ) stakeholders

Job Summary

We are looking for an experienced JDE E1 Functional Analyst / Functional Lead with 8+ years of hands-on experience in Oracle JD Edwards EnterpriseOne (JDE E1), particularly across Order-to-Cash (O2C), Customer Service, Pricing, Order Management and Service Management.

The ideal candidate will act as a functional bridge between business and IT teams, supporting end-to-end customer lifecycle processes including customer creation, sales orders, pricing, fulfillment, invoicing, returns, credits and after-sales service.

The role will work closely with Customer Service, Sales, Commercial, Supply Chain, Warehouse, Service Operations, Finance and IT teams to improve process efficiency, customer experience, transaction accuracy, automation and system stability.

Key Responsibilities

1. JDE E1 – Order Management & Customer Service

- Own functional support for JDE E1 Sales Order Management and Customer Service.
- Support end-to-end O2C processes including:

- Customer master
- Sales order creation and processing
- Order types and line types
- Activity rules
- Availability and commitments
- Holds and backorders
- Order changes and cancellations
- Fulfillment and shipment confirmation
- Invoicing
- Returns and credits

- Analyze recurring operational issues and provide sustainable JDE E1 solutions.
- Promote standard JDE functionality and minimize unnecessary customizations.

2. Pricing & Commercial Processes

- Provide functional support for JDE E1 Base Pricing / Advanced Pricing.
- Work on customer-specific pricing, contract pricing, discounts, promotions, rebates, freight and surcharges.
- Investigate and resolve pricing discrepancies impacting orders, invoices and credits.
- Support pricing data governance and improve commercial process accuracy.

3. Service Management & After-Sales

- Support JDE E1 Service Management processes including:

- Service requests and service orders
- Work orders
- Equipment / installed base
- Service contracts
- Preventive and corrective maintenance
- Parts and labour
- Warranty and entitlement
- Service billing and closure

- Improve service-order flow, scheduling, parts availability and service visibility.
- Support returns, repairs and replacements from authorization through closure.

4. Integration & Cross-Functional Processes





- Manage functional dependencies between JDE E1 and:

- Warehouse / WMS
- 3PL
- Transportation
- CRM
- EDI
- eCommerce
- Customer portals
- Middleware
- External service applications

- Work with Finance to resolve issues impacting invoicing, Accounts Receivable, revenue and General Ledger.
- Analyze upstream and downstream impacts of system and process changes.

5. Process Improvement & Automation

- Conduct current-state and future-state process analysis.
- Identify opportunities to reduce:

- Manual processes
- Duplicate data entry
- Transaction errors
- Operational exceptions

- Support workflow, integration, analytics, automation and AI-enabled improvements.
- Define process metrics and identify bottlenecks and recurring issues.
- Strengthen governance of customer, item, pricing and service master data.

6. Functional Solution Delivery

- Own and prioritize functional requirements and enhancements across O2C, Customer Service, Pricing and Service Management.
- Translate business requirements into scalable JDE E1 functional solutions.
- Prepare:

- Business requirements
- Functional specifications
- Process flows
- Test scenarios
- Acceptance criteria

- Coordinate with technical teams, integration teams, vendors and business stakeholders.

7. Testing, Deployment & Production Support

- Support the complete delivery lifecycle from requirements through post-go-live stabilization.
- Participate in:

- Configuration
- Functional testing
- Integration testing
- UAT
- Deployment
- Business readiness
- Training
- Production support

- Perform root-cause analysis and ensure recurring production issues are permanently resolved.

8. Stakeholder Management

- Partner with business and IT teams across Customer Service, Commercial, Sales, Supply Chain, Warehouse, Service and Finance.
- Act as a functional bridge between business users and technical teams.
- Support global / multi-site process standardization and adoption of common practices.
- Provide working-hour flexibility to support ANZ business and IT stakeholders.

Required Skills & Experience

- 8+ years of hands-on experience with Oracle JD Edwards EnterpriseOne (JDE E1).
- Strong experience in JDE E1 Sales Order Management / Distribution.
- Strong understanding of Order-to-Cash (O2C)



processes.
- Experience in Customer Service / Order Management functional roles.
- Strong knowledge of:

- Sales Order Management
- Order processing
- Order and line types
- Activity rules
- Availability / commitments
- Backorders
- Holds
- Shipment processing
- Invoicing
- Returns and credits

- Strong experience with JDE E1 Base Pricing and/or Advanced Pricing.
- Knowledge of customer-specific pricing, discounts, promotions, rebates and commercial pricing rules.
- Experience with JDE E1 Service Management or comparable ERP service-management functionality.
- Good understanding of service orders, work orders, equipment / installed base, contracts, warranties, parts, repairs and service billing.
- Strong understanding of integration between Sales Order Management, Inventory, Warehouse, Procurement, Service Management, Invoicing and Accounts Receivable.
- Experience with JDE E1 integrations involving CRM, EDI, middleware, eCommerce, WMS / 3PL, customer portals or external service applications.
- Solid knowledge of customer, item, pricing and service-related master data.
- Experience in requirements gathering, functional specifications, process mapping, testing and UAT.
- Strong analytical and problem-solving skills.
- Experience working in global / multi-site environments is preferred.
- Strong stakeholder management and communication skills.

Good to Have

- Experience with automation, analytics, AI-enabled business processes or digital customer service.
- Experience supporting global ERP implementations or transformation programs.
- Exposure to process standardization and ERP modernization initiatives.
- Experience working with Australian / New Zealand business stakeholders.

Education

Bachelor's degree in Information Technology, Business, Supply Chain, Engineering or a related discipline.

Key Skills

JDE E1 | JD Edwards | EnterpriseOne | Sales Order Management | Order-to-Cash | O2C | Customer Service | Distribution | Advanced Pricing | Base Pricing | Service Management | Returns | Warranty | Work Orders | Inventory | WMS | 3PL | EDI | CRM | eCommerce | ERP Integration | Functional Analysis | UAT | Business Process Improvement

Success Measures

- Improved customer and order visibility
- Higher order accuracy and service levels
- Reduced manual intervention and recurring exceptions
- Better pricing and transaction accuracy
- Reliable O2C and service transaction flows
- Improved process standardization
- Faster and sustainable resolution of production issues
- Improved customer service and after-sales experience

📌 JDEFunctional Analyst Order-to-Cash, Customer Service & Service (Bengaluru)
🏢 Vaisesika Consulting
📍 Bengaluru