Assoc Application Support Analyst

Job Summary

The Application Support Analyst acts as second-level support for The Hillman Group business applications including the primary ERP system for the organization (JD Edwards EnterpriseOne (E1)), the Supply Chain application (Gains), and Warehouse Management Systems (WM/PkMS).

Duties and Responsibilities

• Utilizing the IT ticketing system, address all first-level application support Incidents including confirming the with end-user nature of the issue, troubleshooting to resolve the issue, and documenting all steps taken to resolve the issue in the ticket.
• Actively execute ITIL Framework practices particularly around Incident, Problem, Request and Knowledge Management.
• Work closely with other IT Support teams to resolve Incidents to the end users satisfaction.
• Continuously understand the business operations and how systems are used to support the operations, transferring knowledge to users, and IT support personnel.
• Effectively communicate current activities, status, and issues to stakeholders.

* This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities and activities may change or new ones may be assigned at any time with or without notice.

Employees are expected and encouraged to participate in safety and health program activities including immediately reporting hazards, immediately reporting unsafe work practices and incidents to supervisors, wearing required personal protective equipment, and participating in and supporting safety committee activities.

Education & Experience

• Information Technology related BS/BA
• ITIL Foundations Preferred
• 2 years of experience required

Competencies – Knowledge, Skills and Abilities

• Familiar with business application systems such as ERP (JDE E1) software, supply chain, and warehouse management systems.
• Familiar with IT ticketing systems.
• Familiar with the incident, request, and problem management processes.

Operational Equipment

• Computer