EDI Integration Analyst

We are looking for an EDI Integration Analyst to support customer process sustainment, with a focus on incident monitoring, tracking of improvements, and handling requests related to EDI integrations.

This person will be the link between business areas and the vendors responsible for the integrations, acting analytically, ensuring smooth communication, operational continuity, and the evolution of processes.

Idiomas

German – preferably

English - Mandatory

Professional Experience

• Prior experience in an AMS environment,
• Basic knowledge of system integration (IDocs, RFCs, APIs, etc.);
• Familiarity with ticket management tools (e.g., ServiceNow, Jira, Solution Manager);
• Experience in a multi-source environment, dealing with different service providers.
• Experience in monitoring and supporting integration processes, preferably involving EDI or related systems.
• Experience acting as an interface between customers, vendors, and third-level technical teams, focusing on clear communication and follow-up of demands.
• Knowledge of ticket management tools, especially ServiceNow.

Activities

• Provide second-level functional support for the logistics areas
• Perform triage, categorization, and tracking of incident, request, and improvement tickets;
• Identify the team or vendor responsible for resolving problems, track action plans, and ensure resolution within the agreed deadline;
• Support the validation of solutions delivered by vendors, conducting functional tests when necessary;
• Interact with legacy systems and support the analysis of integrations between SAP and other systems;
• Take part in alignment meetings with internal areas and external partners.
• Act as the point of contact between the customer and its vendors, tracking requests related to EDI processes.
• Handle, route, and follow up on emails related to integration errors, support requests, and improvements.
• Continuously monitor the internal platform environment (Everest system), identifying occurrences that may impact the service and engaging third-level technical teams.
• Ensure that response and handling times for files in error are within the established SLAs (e.g., up to 24 hours), prioritizing critical cases.
• Track the progress of tickets logged in ServiceNow, ensuring proper categorization, transparent communication, and compliance with agreed deadlines.
• Take part in occasional meetings with the customer and/or vendors in critical or urgent situations, contributing history, status, and actions taken in the process.
• Support the analysis of recurring errors, documenting cases and contributing information to the teams responsible for fixes or improvements.