Analyst II, Application Support

Date Posted: Jun 14, 2024

  • Job Structure Hybrid
  • Job Location Knoxville, TN

Job Description

Job Description

The purpose of this opportunity is to lead the day-to-day the functions of Level 2 information technology (IT) application and integration support and to increase the effectiveness and efficiency of the incident and problem management process.

  • Develop and maintain an effective, comprehensive service process that includes supporting policies, controls, metrics, procedures, and training for teams to address crisis management (e.g., service disruptions, outages)
  • Identify duties required to handle all aspects of a crisis response during any service disruption or outage affecting business departments and end users, and delegate duties to Level 2 team
  • Manage service interruptions and failures by recording, communicating, prioritizing, analyzing, and resolving incidents and problems; escalate and route issues to appropriate teams as needed
  • Provide essential advanced technical support across multiple platforms for business departments and end users; perform ticket analysis to review trends and proactively detect problems
  • Direct the Level 2 team and create solutions and automation for ongoing improvements to increase the effectiveness and efficiency of the incident and problem management process
  • Communicate and collaborate with IT partners to coordinate release and resolution efforts across the Level 1 and Level 2 teams
  • Establish, manage and adhere to service level agreements (SLAs) with internal business partners and third parties
  • Participate in oversight of third party vendors’ work to ensure vendors fulfill contractual commitments and statements of work
  • Provide and maintain support documentation for knowledgebase updates to be used by Level 1 and Level 2 teams
  • Assist with monitoring events (e.g., warnings and exceptions) and identify routine activities and resolutions that can be automated to improve system efficiencies
  • Coach and mentor support team members towards productivity and effectiveness
  • Serve as a subject matter expert and maintain own knowledge of current industry trends and developing technologies
  • Model behaviors that support the company’s common purpose; ensure guests and team members are supported at the highest level
  • Ensure all activities are in compliance with rules, regulations, policies, and procedures
  • Complete other duties as assigned

Qualifications

  • Bachelor's degree or equivalent experience preferably related to computer science and technology preferred.
  • Preferred three years’ experience with supporting retail systems and second level support in identifying and troubleshooting system issues.
  • Retail inventory experience is a valuable asset.
  • Windows
  • Microsoft Office
  • Microsoft .Net (Development Standards and Practices)
  • SQL (Practical use)
  • SLA Management
  • Vendor Management
  • Understanding of API integration layers is an asset
  • Excellent problem-solving skills in order to diagnose, evaluate and resolve complex problem situations
  • Excellent analytical skills to quickly identify complex cause-and-effect situations
  • Ability to make decisions independently to determine the appropriate course of action for issues with applications, processes, data, and reports
  • Ability to work in a fast-paced environment and manage multiple responsibilities simultaneously
  • Provide excellent customer service
  • Ability to work independently as well as a team environment
  • Ability to collaborate and build consensus within a team, fostering a positive atmosphere
  • Well organized with attention to detail

Additional Information

  • General office work requiring sitting or standing for long periods of time
  • Work flexible hours in system-critical situations
  • Provide on-call support after hours and on weekends
  • Candidate will be required to work in an office environment
  • Travel required less than 5%

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