Application Support Analyst

Job Summary: 
Under general supervision, IT Application Support Analyst I will monitor website and warehouse systems to ensure proper operation. Perform a variety of maintenance, end-user support and training tasks to ensure efficient processing of customer orders.  Provide support to staff on all company-supported software and applications, including 3rd party applications and in-house developed applications.  Trouble shoot and resolve customer order exceptions. Complete application project-based work. Perform responsibilities in accordance with all company standards, policies and procedures by performing the following duties.
 
Job Expectations:
  • Monitor website and warehouse systems WMS / WCS.
  • Analyze, troubleshoot, and document user support tickets, and drive them to closure in a timely manner in the helpdesk system.
  • Work with warehouse and customer services staffs to correct any customer order issues.
  • Work directly with software development team to ensure quick resolutions to software issues
  • Identify system exceptions to identify software bugs and work with developers to provide a permanent solution.
  • Generate data reports requested by business stakeholders. 
  • Maintain confidentiality with regard to the information being processed, stored or accessed by the end-users on the network
  • Be available to work after hours and provide support for a 24/7 operation
  
Knowledge, Skills and Abilities:
Required:
  • Ability to communicate technical information to nontechnical personnel.
  • Ability to track and diagnose customer order issues.
  • Six months’ experience working with Microsoft SQL Server databases and run queries.
  • Knowledge of computer and/or network systems, applications, procedures and techniques
  • Ability to identify and resolve computer system malfunctions and operations problems.
  • Skill in organizing resources and establishing priorities.
  • Excellent verbal and written communication skills
  • Ability to learn and support new systems and applications
 
Experience Requirements:
  • Generally, requires a minimum of one (1) years of warehouse and/or e-commerce IT experience. Experience in software development would be an advantage.
 
Education Requirements:
  • Bachelor’s degree in Computer Information Systems or equivalent experience. 

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