JDE E1 Functional Analyst - O2C/Customer Service/Service Management

Key Responsibilities

• Own functional support for JDE E1 Sales Order Management and Customer Service across the end-to-end O2C lifecycle.
• Handle customer master, sales orders, order types/rules, pricing, availability, commitments, holds, backorders, order changes and cancellations.
• Support fulfillment, shipment confirmation, invoicing, returns, credits and order-status enquiries.
• Provide functional support for JDE E1 Base/Advanced Pricing, including customer-specific pricing, discounts, promotions, rebates, freight/surcharges and pricing rules.
• Lead functional support for JDE E1 Service Management, including service requests/orders, work orders, contracts, equipment/installed base, warranty, parts, labour and billing.
• Support returns, repairs and replacements from authorization through inspection, repair/replacement, credit and closure.
• Work with Warehouse, 3PL and Finance teams to resolve issues affecting orders, invoicing, AR, revenue and GL.
• Support integrations involving CRM, EDI, customer portals, eCommerce, middleware, WMS/3PL and service applications.
• Drive process improvements, automation, workflow and analytics to reduce manual work and recurring exceptions.
• Prepare functional requirements, specifications, process flows, test scenarios and acceptance criteria.
• Coordinate with technical teams, integration teams, vendors and business stakeholders.
• Support requirements, design, configuration, testing, UAT, deployment, training and post-go-live stabilization.
• Perform root-cause analysis of production issues and drive sustainable resolution.
• Work with Australian and New Zealand stakeholders and provide appropriate ANZ time-zone overlap/support from India.

Required Skills & Experience

• 8+ years of hands-on Oracle JDE E1 functional experience.
• Strong experience in JDE E1 Sales Order Management.
• Strong understanding of Order-to-Cash / O2C processes.
• Experience with Base Pricing and/or Advanced Pricing.
• Experience in JDE E1 Customer Service and/or Service Management.
• Knowledge of service orders, work orders, equipment/installed base, contracts, warranty, parts, repairs and service billing.
• Experience with returns, repairs, replacements and after-sales processes.
• Strong understanding of integration between Sales Order Management, Inventory, Warehouse/3PL, Procurement, Service Management, Invoicing and AR.
• Experience with CRM, EDI, middleware, customer portals, eCommerce, WMS/3PL and external service integrations.
• Strong functional requirements gathering, testing and UAT experience.
• Good understanding of customer, item, pricing, equipment and service master data.
• Strong analytical and problem-solving skills.
• Experience working in global/multi-site environments.
• Strong stakeholder management and communication skills.
• Bachelor's degree in IT, Business, Supply Chain, Engineering or related discipline.