Interacts with end-users and external vendors by providing troubleshooting and software application analysis. The Product Support Analyst 1 address escalated issues and questions, which pertain to currently supported applications and software. Responsible for analyzing, troubleshooting, and evaluating technology issues Contract Duration: 3-6 months Location Type: On-site Performs advanced technological systems support and general problem solving and assistance on diverse software applications and hardware systems for escalated inquiries or issues Work closely with Product and Project teams to gain understanding of and provide support for critical business applications Support all project and enhancements initiatives to ensure operational readiness at go-live Serve as the technical liaison between multiple development teams, user communities, and customers Provide individual and/or group instruction and training for Level 1 and other support teams on new products or services being rolled out to the enterprise Support and troubleshooting on the following: mobile apps, Cloud environments (I.e. AWS), store systems, desktop apps, Wi-Fi, Middleware, Website, iSeries, SAP, enterprise scheduling tools along with any future apps introduced to the enterprise Participates in research and development initiatives and aids in the implementation of new technologies ensuring operational readiness for support Develop innovative ideas to promote efficiencies and implement automation applied to systems and technology Contribute to and maintain a knowledge base of previous support issues and tickets Create or review instructional documents and knowledge articles for business applications and processes Identify new or modified training opportunities for support of future implementations of new software, hardware, or apps Review and reporting on health of team metrics Answer and handle after-hour calls to include weekends and holidays to provide support or troubleshoot application and database issues on a rotating schedule Compete work in a timely and accurate manner while providing exceptional customer service Collaboration with other departmental personnel to ensure a "team effort" working well and diligently with them and providing prompt customer service Follow ITIL processes and procedures Other duties as assigned This position requires a minimum of one year IT support experience or eighteen months working with Company business applications and hardware experience Proven ability to learn various forms of technology and software quickly and accurately Advance technical knowledge of a wide range of computer systems software, applications, hardware, networking, and communications including but not limited to – Mulesoft (APIs), Enterprise Service Bus middleware, SAP ECC, SAP OMS, Hybris website, POS systems, Salesforce, Payment systems, Mobile Applications, Device Configuration, AWS Cloud environments, iSeries, scheduling tools etc. Ability to review and understand large enterprise landscape diagrams Ability to review and understand business functions and process flows Excellent verbal and written communication skills including the ability to create organized and informative reports, as well as comprehensive, accurate documentation Strong interpersonal skills and the ability to work effectively with a diverse audience Ability to work well with others Customer service focused with exceptional follow-up and attention to detail Assertive, resourceful self-starter with exceptional analytical and troubleshooting skills; can understand and express appropriate levels of urgency Position requires advanced technical, analytical, and critical thinking skills, including, but not limited to, attention to detail, analysis, troubleshooting, and problem solving Can work independently and demonstrated time management skills Ability to work well under pressure and with deadlines Strong ability to both multi-task and manage priorities Ability to participate in multiple projects simultaneously while adhering to tight schedules Excellent organizational skills Maintains confidentiality, when necessary, and treats the work community with respect Processes a can-do attitude and the ability to adjust to changing requirements in a fast-paced environment Education Requirements This position requires an associate degree in Computer Science, Information Technology, IT Engineering or related field or equivalent work experience
