Summary: Provide multi-level support for all enterprise-wide applications. Understand the business processes and help the business units with any questions relating to the operation of the supported applications. Work with the Business Units in providing them data or queries as requested. Work with the Business Units to ensure the enterprise systems are updated and standards are followed. Act as a liaison between the business Units and IT to address technical aspects of applications. Support the underlying tables and system options as they relate to the Business Application. Maintains and provides support of computer hardware, computer software, and application issues as they relate to answering internal user calls.

Duties and Responsibilities:

• Support applications running on servers (Windows) as well as serverless implementations in the cloud.
• Monitor performance of environments and utilize tools to proactively prevent issues and/or respond to issues.
• Process requests for the extraction of data for one-time scenarios as well as on going.
• Provide ideas/suggestions for increasing productivity utilizing the functionality of company business applications
• Work with IT and the Business Units to implement new releases of the enterprise-wide software systems.
• Work with raw data to provide information as it relates to how it is stored in the application.
• Support the operational needs of the business units.
• Address technical aspects of the Business Applications.
• Analyze pertinent issues and make decisions regarding when to escalate an issue and to whom to escalate.
• Review and identify direction to go to find answers on specific issues; and depending on the scope, decide when it needs to be communicated and to whom.
• Responds to customer requests for routine products or services.
• Frequent contact with business users, dev leads and managers.
• Special projects as determined by upper management.
• Answers user’s inquiries regarding computer software operation deemed within their responsibility to resolve problems and direct other inquiries to the appropriate teams.
• Refer major or escalated hardware or software problems, including defective products to next level technician.
• Participate in root cause analysis after an issue is resolved and assist with putting processes in place to prevent recurrence.
• Applies technical knowledge and a thorough understanding of business applications is required to facilitate the development of supporting knowledge architecture and standards.
• Coordinate, execute, assess, and troubleshoot software programs and applications.
• Oversee system startups in a timely and accurate fashion, and provide support to other departments where required.
• Performs other duties as assigned.

Requirements:

Education: High School Diploma or General Education Degree (GED)

Bachelor’s degree in Information Technology fields preferred

Experience: 3 years’ experience with Business Applications and/or Information Technology

Skills: Technical ability to learn/utilize tools (like Dynatrace) to monitor environment performance/issues and manage/troubleshoot servers (Windows) and some cloud integrations. Ability to write simple SQL queries to extract data from tables as well as retrieve pertinent information from system logs.

Must be able to troubleshoot issues as they relate to the Business Application. Excellent communication and listening skills. Self-motivated and a professional attitude and able to work independently.

Pay and Benefits Disclosure:

The salary range for this role is $56,800-$82,500 and is based on experience and qualifications.

Certain roles are eligible for annual bonus and may include equity. These awards are allocated based on company and individual performance.

We offer employees access to healthcare benefits, a 401(k) plan and company match, short-term and long-term disability coverage, life insurance, wellbeing benefits and paid time off among others. Employees accrue up to 120 hours in their first year. Your accrual rate increases after your first year. We also offer 6 paid holidays.