IT Implementation & Business Support Specialist - Norcross, Ga

Norcross / Georgia / United States

About WestRock (NYSE: WRK) partners with our customers to provide differentiated paper and packaging solutions that help them win in the marketplace. WestRock’s 45,000 team members support customers around the world from more than 300 operating and business locations spanning North America, South America, Europe, Asia and Australia. Learn more at

IT Implementation & Business Support Specialist - Norcross, Ga

3169 Holcomb Bridge Rd, Jefferson Plaza
Norcross, Georgia, 30071
United States

The opportunity:

The IT Implementation & Business Support Analyst is responsible for supporting end user systems and processes across all divisions in WestRock. Primary responsibilities include day-to-day end-user problem resolution after systems and processes are implemented, meeting with end-users to understand functional requirements, writing functional requirement documents to be used by development personnel, testing system functionality, and some training. The primary focus of the position is supporting our JD Edwards ERP system. Various other business systems also supported. The candidate must have good interpersonal skills, strong analytical and problem-solving skills and be technically adept.


How you will impact WestRock: 

·        Support end user problem resolution after WestRock software and new business processes are implemented.

·        Perform research on any reported problem.

·        Answer questions, applying knowledge of custom and purchased software, hardware, and WestRock processes and policies.

·        Investigate and resolves computer software problems of users.

·        Work with end users to understand business system enhancement requests and documents business requirements in functional requirement documents.

·        Communicate with programmers to explain software enhancement needs and issues and recommend changes to programs and software functionality.

·        Analyze issue trends and make recommendations to management and development about system enhancements.

·        Test enhancements to system functionality.

·        Assist Implementation Managers with implementation duties.

·        Perform one-one and small group training.


What you need to succeed:

·        Strong aptitude for problem-solving and the ability to resolve complex issues while retaining a strong customer service focus

·        Team player with the ability to adjust to disparate personalities and work well within a diverse organization.

·        Ability to research system issues, formulate solutions, and present solutions to end-users.

·        Strong verbal and written communication skills.

·        Willing to be available for phone support 24x7

·        Will be part of the company MIM process.  Which is being on-call one week a quarter helping with Sev1 issues.

·        Minimum 3 years software support experience – JDE preferred

·        Bachelor’s degree preferred


 What we offer:

·       Corporate culture based on integrity, respect, accountability and excellence.


·       Comprehensive training with numerous learning and development opportunities.


·       An attractive salary reflecting skills, competencies and potential.


·       A career with a global packaging company where Sustainability, Safety and Inclusion are business drivers and foundational elements of the daily work.





WestRock Company is an Equal Opportunity Employer committed to creating and maintaining a diverse workforce: Minorities/Females/ Disabled/Veterans.  


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WestRock Company is creating and maintaining a diverse workforce. For us, diversity and inclusion are business drivers and we take it very seriously. It all starts with a diverse employee base operating in an inclusive environment. An environment where everyone feels valued and respected.

Click here to find our Affirmative Action and Equal Employment Opportunity policy statement.

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We do understand that some of our candidates may require a reasonable accommodation to complete any part of the WestRock application process, including use of this website. If this is the case for you, please contact us at: EMAIL: OR PHONE: 1-800-762-5836. Only phone calls pertaining to disability assistance will be returned. One of our Talent Acquisition or Human Resources members will work with you to provide alternative means to submit your application.