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Role Description

This role involves providing support and analysis of Key IT systems for a company on an explosive growth path. As the Application Support Analyst, you will be responsible for providing Tier 1-3 technical support for our corporate-wide, e-commerce, and point-of-sale applications while liaising with key business users and technical partners.

• Function as a subject matter expert for Enterprise applications, providing advanced technical support to the team and stakeholders.
• Analyze system logs and performance metrics to proactively identify potential issues and recommend improvements.
• Lead efforts to optimize Enterprise application performance and reliability.
• Collaborate with development and operations teams to drive continuous improvement.
• Lead incident response and root cause analysis for critical system issues.
• Interface with vendors and external partners to manage service level agreements and escalations.
• Drive initiatives to enhance system monitoring, alerting, and automation.
• Provide Tier 1/2/3 technical support for Magento e-commerce platforms and digital retail applications.
• Provide Tier 1/2/3 support for retail point of sale platforms beyond our IT Service Desk resources.
• Initiate and Tech Lead SEV1 calls with internal and external stakeholders.
• Liaise with internal customers to understand details of tickets and to communicate resolutions.
• Liaise with applicable vendor partners to resolve incidents and problem/defects.
• Identify defects and assess fixes on applicable enterprise applications.
• Function as bridge between application users, EA Teams and contractors.
• Identify root cause of issues and propose system fixes.
• Identify enhancements that will reduce production support.
• Communicate new functionality being released for eCommerce and point of sale systems.
• Create Knowledge Articles on best practices for using system functions.
• Manage Zendesk queues and ensure attainment of appropriate SLAs.
• Provide production support off-hours, including nights and weekends, when required.
• Some travel required for site visits and to learn processes, less than 5%.

Qualifications

• 3+ years of experience in Enterprise application support or related field.
• Proficiency in troubleshooting and resolving complex technical issues in an eCommerce environment.
• Strong analytical and problem-solving skills.
• Demonstrated training abilities.
• Excellent written and verbal technical communication required.
• Help desk software experience required (Zendesk preferred).
• Experience with Magento 2.3+ required.
• Experience with Dynamics Nav.
• Experience with OMS POS.
• SQL experience desired.
• Experience with a Magento instance that is integrated with an ERP system required.
• Preferred experience with ERPs, ideally SAP.
• SAP experience desired.
• Experience working in an Agile/Scrum software development environment a plus.
• Software testing/experience desired.
• 2+ years working in a Level 2/3 IT support function.

Requirements

• Must be able to pass a level 2 background check.

Benefits

• A comprehensive benefits package including paid time off is offered with this position.