Application Support Analyst - Distribution at Bunzl Distribution NA in St. Louis, MO

Job description

• The Applications Support Service Desk Analyst will provide level 1 support for the Core Business Applications (order processing and fulfillment: Purchasing, Sales, Customer Service, Warehousing & Logistics, and Accounting) to Bunzl’s end users.
• The Applications Support Service Desk Analyst is a critical role in IT Operations. This role will provide user support to resolve issues with core business applications and hardware. This position uses creative decision making, good judgment, and service level agreements (SLA) in responding to and resolving reported issues for internal customers. In this role, it will be required to document and train system standards and processes. It is expected that the person in this role will provide exceptional customer service and resolution to core application issues. This role is part IT general management, part service operations, and part special projects.
• The Applications Support Service Desk Analyst will ensure high-quality technical support and increase client satisfaction while maintaining acceptable SLA’s for the business.
• This is a REMOTE position.

Responsibilities

• Remote support to users with information technology support issues
• Provide resolutions that includes identify, research, resolve, and document
• Exceptional customer service via phone, email, and ticketing system
• Accurately document reported problems via ServiceNow
• Escalate important or reoccurring issues to the necessary internal teams (e.g., application development, Business Alignment, and Digital) and Applications Support Service Desk Manager
• Monitor tickets and calls to ensure sure users are assisted in a timely manner
• Follow up with end users to identify areas of improvement
• Proactively address day-to-day questions and issues that may arise relative to the Core Business Applications
• Train users on the Core Business Applications, suggest system enhancements as needed
• Gather, analyze, and communicate change requests from the field, customers, or vendors to appropriate IT teams
• Ensure compliance with Corporate or Regional policies and procedures that may be related to system support, security etc.
• Post technical maintenance and software installations as well as assist with QA and UAT as needed
• 20% travel expected for training and collaboration

Requirements

• High School diploma or equivalent required
• Bachelor's degree in Computer Science, Information Technology, or relevant field, a plus
• Prior experience with ServiceNow, IBM iSeries systems (AS400), MS Dynamics or CRM, JDA or Replenishment, OmniTrac or other TMS, a plus
• Requires ability to efficiently use Microsoft Office products such as Outlook, Word, and Excel
• Excellent analytical and problem-solving skills anchored in service management mindset
• Proven work experience in service-oriented role
• Strong communication skills, both verbal and written
• Solid technical background with an ability to give instructions to a non-technical audience

Skills

Preferred

• ServiceNow
• IBM iSeries systems (AS400)
• MS Dynamics or CRM
• JDA or Replenishment
• OmniTrac or other TMS

Benefits

• The perks of being a Bunzl team member don’t stop at being part of a great team or being valued as our #1 asset. We offer a full range of benefits to help our employees take care of themselves and their families today, tomorrow and for the future.
• Bunzl salary range for this role is $50,000 - $75,000 based on education, experience and location. (Minimum salary for an employee hired in California will be $70,304. Minimum salary for an employee hired in New York will be $62,353.00. Minimum salary for an employee hired in Colorado will be $57,784. Minimum salary for an employee hired in Washington will be $80,168.40 in accordance with state laws.)
• Medical, dental, vision, and life insurance available to employees and eligible dependents starting the first day of the month after 30 days of employment (unless otherwise specified by a collective bargaining agreement).
• 401(k) retirement plan with a generous company match of $0.75 per $1.00 contributed, up to 6% of eligible pay, available after 30 days.
• 10 vacation days and 2 personal days annually (prorated in the first year based on hire date).
• 40 hours annual sick pay (56 hours sick pay per year for candidates hired in Washington, in accordance with Washington State law).
• 6 paid national holidays and 2 floating holidays
• Please refer to the Benefits & Perks section on our career webpage for more details
• Any leave required under federal, state, or local law, as applicable, such as leave under the Colorado Healthy Families and Workplaces Act
• Bunzl accepts ongoing applications for this role
• Notice to all Philadelphia, PA Applicants: There will be a criminal background check conducted that will include an individualized assessment based on your specific record, job duties, and job requirements
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