What are the responsibilities and job description for the Business Support Analyst position at D&H Distributing?
SUMMARY
A Business Support Analyst serves as second level escalation for application production issues raised to the Help Desk. This analyst is the bridge of communication between business stakeholders and IT staff for application issues. The analyst is responsible for troubleshooting reported issues, identifying root cause and determining remediation. This may require the analyst to coordinate across teams to complete and take actions to facilitate that remediation. All of this is done with a business oriented perspective to ensure customer satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Primary support will be Logistics Processes
- Develop an understanding of the end users’ current business processes (within area of support).
- Understand how system(s) functionality complements business processes.
- Prevent business impact due to issues.
- Actively monitor systems for indicators of issues.
- Identify patterns/trends that may become a problem.
- Own production issues and coordinate/lead resolution.
- Troubleshoot production application issues raised by business users to determine root cause.
- Coordinate across appropriate business and IT teams to determine root cause and ensure appropriate individuals take necessary steps to remediate issue.
- Take point on communicating with business stakeholders during issue and once resolution is achieved.
- Maintain knowledge base for functional area.
- Initiate system improvements.
- Create bug when application does not function per approved requirements/design. Lead user acceptance testing of bugs with business stakeholders.
- Propose enhancement opportunities to business analysts.
- Complete knowledge transfer with Business Analyst for efforts approved for production.
- Complete production data changes.
- Provide updates on status of assignments (progress, milestones, issues).
- Support and mentor team members.
- Adhere to IT processes, including but not limited to:
- Change Control.
- Security.
- Participate in Release Management meetings (when applicable).
EDUCATION and/or EXPERIENCE
Education
- Formal Degree in Business or Information Technology preferred.
Experience
- 1 years in a Business Analyst, Technical Support, or closely related role.
- 1 years of Logistic Support with a focus on third-party software support preferred.
- 1 years of Warehouse and Supply Chain Services focused support preferred.
WORK SCHEDULE
- Fulltime position (40 hours a week), Overtime, Weekends, Holidays, Trainings as required.
- All members of the Business Support team participate in an on-call Production Support rotation that lasts 1 week and occurs approximately every 10 weeks.
