The EDI Support Analyst’s role is to monitor EDI/related systems as well as support our merchandising, distribution center and store teams as it pertains to EDI. This includes receiving, prioritizing, documenting and actively resolving end user help requests and escalating incidents when appropriate. Problem resolution may involve the use of help request tracking tools as well as email/phone communication.

PRIMARY RESPONSIBILITIES:

• Assist in Menard EDI Systems Application Support
  • Process incoming incidents to via telephone, trouble ticketing, e-mail, and potentially walk-up (post pandemic) to ensure courteous, timely and effective resolution of end user questions/issues.
  • Includes communicating with internal team members in our DC, Merchandising and Operations groups as well as vendor/3^rd party contacts.
  • Follow all request handling and escalation policies and procedures.
  • Assess need for any system or process changes (minor or significant) based on request trends and make recommendations.
  • Identify, recommend, develop and implement support documentation to increase EDI and associated system literacy and self-sufficiency for both the support team and end users.
  • Contribute to the development and communication of help sheets, knowledgebase, usage guides and FAQs for end users.
  • Document all pertinent end user identification information, including name, department, contact information and nature of problem or issue.
  • Prioritize and schedule problems. Escalate problem (when required) to the appropriate Team Member.
  • Record, track and document the request problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
  • Identify and learn appropriate software and hardware used and supported by the organization.
  • Test/Verify fixes to ensure problem has been adequately resolved (when applicable).
  • Perform system/redundancy testing as needed to support regularly scheduled releases as well as projects.
  • Perform post-resolution follow ups to help requests (when applicable).
• Strategy & Planning
  • Evaluate documented resolutions and analyze trends for ways to prevent future problems.
  • Evaluate existing support processes and policies and identify ways to increase efficiency.
  • Alert management to emerging trends in incidents.
• Security and Confidentiality:
  • Maintain information confidentiality and security.
  • Protect and prevent unauthorized attempts to obtain corporate information.
  • Report all unauthorized incidents to the management.

• Associate Degree in a Business, Computer Science, or related field OR equivalent work experience
• Solid relationship management and performance management skills.
• Strong ability to see through and understand a problem from start to finish.
• Proven analytical and problem-solving abilities.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Good written, oral, and interpersonal communication skills, with a focus on listening and questioning skills.
• Ability to work independently and within groups.
• Team-oriented and skilled in working within a collaborative environment.
• Highly self-motivated.
• Ability to successfully negotiate with vendors to provide service to the corporation.
• Proficiency with:
  • Windows desktop operating systems
  • Office productivity suites
  • Establishing and maintaining a knowledgebase.
• Familiarity with any/all of the below also a plus:
  • Commonly traded X12 transactions – 810, 850, 856, 870, etc…
  • AS2, FTP, sFTP, etc… communication protocols.
  • BizManager/Trusted Link suite of products.
  • Atlassian programs – Confluence and Jira.
• Must work ONSITE at the General Office in Eau Claire, within designated normal office hours assigned or required by work.
• May be required to work overtime, including weekends and holidays.

Browse all Career Opportunities at www.menards.com/careers.