Application Support Analyst
The Role
Specific Skills / Key words Required of this Position:
PREFERRED EXPERIENCE - Manufacturing Processes. Manufacturing Planning. Supply Chain (Procurement), QAD ERP Systems (QAD MFG/PRO version eB experience), QAD Supply Chain Portal (SCP)
Requirements
Job Summary:
The Applications Support Analyst provides functional and technical support to users for applications or systems.
Relationships:
Reports to: Business Process Manager, Business Analyst or Application Support Team Leader
Essential Responsibilities and Duties:
Applications Support Analyst:
- Troubleshoots and resolves escalated tickets and communicates the solution to Clients via the Service Desk or other support personnel
- Responds to customer issues via the ticketing system
- Senior levels of this position:
o Serves as a subject matter expert
o Develops or adapt material for training
Gathers and validates change requests and bug fix requirements while liaising with Development team (L3)
o Assists in testing of new application functions, releases and promotions
o Liaises with Data Center and other Business application groups day to day operations
- Answers, analyzes and provides quality checks for incoming tickets and routes them appropriately
- Liaises with Service Desk on ticket auto-assignment
- Coordinates with Service Desk for new applications and module decision tree configurations in Remedy
- Produces metric reports on incoming tickets, trends, etc.
- Provides governance to ensure tickets are fixed on time and sends reminders when needed
- Organizes ad-hoc backlog campaigns
Previous Experience and Competencies:
Technical certificate, associate's degree or applicable work equivalent.
Education: preferably attended supply chain related classes
Previous application experience with QAD MFG/PRO version eb with emphasis on MANUFACTURING or SUPPLY CHAIN Modules.
Previous experience with QAD SUPPLY CHAIN PORTAL.
Behavior:
- Able to think logically and analyze complex problems
- Pays close attention to details
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