Work Schedule
Standard (Mon-Fri)
Environmental Conditions
Office
Job Description
As part of the Thermo Fisher Scientific team, you’ll discover meaningful work that makes a positive impact on a global scale. Join our colleagues in bringing our Mission to life every single day to enable our customers to make the world healthier, cleaner and safer. We provide our global teams with the resources needed to achieve individual career goals while helping to take science a step beyond by developing solutions for some of the world’s toughest challenges, like protecting the environment, making sure our food is safe or helping find cures for cancer.
Position Summary:
The B2B/EDI Systems Support Specialist is an internal, systems-focused role within the APMEA Center of Excellence. The role provides backend operational support for B2B and Electronic Data Interchange (EDI) transactions and the systems that carry them through the order-to-cash lifecycle, with a strong focus on E1 and B2B integration platforms.
The specialist monitors transaction health, triages failures, performs root-cause analysis, coordinates remediation with internal technology and business teams, and supports implementation, migration and hypercare activities. Typical issues include failed or missing purchase orders, E1 sales-order status exceptions, ASN and invoice failures, duplicate transactions, mapping or configuration defects, master-data issues and integration connectivity.
This is not a customer-facing role. Support and collaboration are conducted internally across regional and global teams.
Key Responsibilities:
- Provide operational technical support for B2B/EDI transactions across APMEA, from inbound purchase orders through E1 order processing to outbound ASN and invoice transactions.
- Monitor and triage B2B error queues, transaction failures, stuck statuses and interface exceptions. Determine likely ownership, capture evidence and drive issues through to resolution.
- Investigate E1 sales-order processing issues, including order status progression, holds, order confirmations, ASN and invoice generation, and related transaction dependencies.
- Analyse end-to-end transaction flows across E1, OpenText, PacCom and related B2B or eProcurement platforms to identify root causes across mapping, configuration, master data, transport or downstream processing.
- Coordinate incident and problem resolution with Global B2B Support, E1 Support, IT, integration teams and regional operations. Participate in major incident management when business-critical B2B flows are affected.
- Perform controlled system and data maintenance within approved access, including configuration validation, connection status updates, reprocessing or recovery checks, audits, clean-up and migration activities.
- Support new B2B implementations, migrations, cutovers and post-implementation hypercare. Validate readiness, test transaction flows, document defects and transition solutions into business-as-usual support.
- Partner with internal Customer Care and Order Management, Product Data and Master Data, Finance and Accounts Receivable, Digital Commerce, Commercial and Technology teams to resolve transaction issues without direct customer engagement.
- Track recurring defects, failure rates, ageing, resolution times and operational trends. Recommend preventative fixes, standardisation and continuous-improvement opportunities.
- Create and maintain SOPs, runbooks, troubleshooting guides and knowledge articles for the APMEA Center of Excellence, supporting repeatable processes and effective knowledge transfer.
- Contribute to automation, monitoring and process-improvement initiatives that reduce manual intervention and improve B2B transaction reliability.
Frequent Internal Contacts:
- APMEA Digital Commerce and eCommerce teams
- Global B2B Support, B2B project and implementation teams
- E1 / ERP Support and Global or Regional IT
- Integration and middleware support teams
- Customer Care and Order Management
- Product Data, Master Data and Product Maintenance teams
- Finance and Accounts Receivable
- Regional Technology and Digital Product Management
- Commercial and Sales Operations, as required
External contacts: None as part of the role’s normal support model. The position does not own direct customer or marketplace-vendor support.
Minimum Requirements / Qualifications:
Qualifications & Experience
- Bachelor’s degree in computer science, information technology or a related field, or equivalent relevant experience.
- 3+ years of hands-on experience in EDI/B2B integration support, ERP order-processing support or digital commerce operations.
- Demonstrated experience troubleshooting E1 or a comparable ERP order-to-cash environment. E1 experience is strongly preferred.
- Experience with B2B integration, middleware and eProcurement platforms. Relevant environments may include OpenText, PacCom, Ariba Network, Coupa, Unimarket, Science Warehouse and TechnologyOne.
- Strong understanding of B2B/EDI transaction concepts, message flows, mappings, acknowledgements or statuses, and common integration failure patterns.
- Ability to analyse transaction payloads, integration logs, system status data and ERP records to isolate root cause and validate resolution.
- Experience with production support, incident and problem management, ticket ownership, change support and post-implementation hypercare.
- Strong problem-solving skills with a structured, evidence-based approach to troubleshooting.
- Strong written and verbal communication skills, with the ability to collaborate across cross-functional, cross-cultural and virtual teams.
- Ability to work independently, prioritise competing incidents and operate effectively in a highly matrixed environment.
Skills & Attributes:
- Systems thinking with strong root-cause determination, remediation and continuous-improvement discipline.
- High ownership and follow-through, with a focus on restoring service and preventing repeat failures.
- Results and metrics driven, with an interest in transaction health, failure trends and operational performance.
- Strong internal partnership skills and the ability to align regional, global and technical teams around a clear issue statement and next action.
- Comfort working with ambiguity in a fast-paced, constantly evolving digital environment.
- Clear documentation habits and a commitment to building reusable operational knowledge.
- A high level of integrity and principles that embrace transparency.
Measures of Success:
- Reduced B2B transaction failure rates and recurrence of known defects.
- Improved resolution times, ageing and backlog for B2B/EDI incidents.
- Stable implementation, migration and hypercare outcomes with clear handover to BAU support.
- High-quality runbooks and knowledge coverage that enable consistent support across the ANZ customer base.