Provide day-to-day operational support for global EDI/B2B processes, reduce the operational workload on the existing EDI team.
Preferred Experience
- 3–5+ years of EDI/B2B production support experience
- Good understanding of both ANSI X12 and EDIFACT transactions
- Experience supporting common EDI documents such as 850/ORDERS, 855/ORDRSP, 856/DESADV, 810/INVOIC and 832/PRICAT
- Experience with an EDI managed-services platform; OpenText Trading Grid experience strongly preferred
- Experience troubleshooting failed EDI transactions, mapping/data issues and AS2/VAN/Interconnect connectivity problems
- Familiarity with ERP integration and flat-file/XML interfaces
- Experience working with ServiceNow incidents, requests and operational queues
- Solid communication skills and ability to work with internal business teams, external customers and vendors
Core Responsibilities – Production Support
- Monitor EDI production alerts, notifications and shared support mailboxes
- Monitor OpenText production transactions and identify failed or delayed transactions
- Perform initial triage and troubleshooting of EDI production issues
- Research transaction/data issues using OpenText and related internal systems
- Reprocess/retransmit failed transactions when appropriate
- Coordinate with GarPac/4GL teams when issues originate or require changes in the backend system
- Work with OpenText and other EDI providers on production incidents and connectivity issues
- Create, update and manage ServiceNow incidents, service requests and operational tasks
- Follow issues through resolution and provide clear status updates to the EDI team and business stakeholders
- Support Customer Service, Vendor Compliance and other business teams with day-to-day EDI questions
- Maintain operational documentation, recurring-issue notes and troubleshooting procedures
- Identify recurring production problems and escalate patterns to the internal EDI team for permanent resolution