What are the responsibilities and job description for the Application Support Analyst position at Ingram Barge Company?
Company Description
Ingram Marine Group encompasses our operating units involved in transporting bulk commodities on America's inland waterways, delivering fuel and supplies to the towing industry, and providing a ship anchorage in Louisiana. As the leading carrier, we operate a fleet that transport aggregates, grain, fertilizer, coal, ores, alloys, steel products, chemicals, and other products.
We're committed to being the best at whatever we do. We're continuously growing, adapting, and responding, and we're successful because of the outstanding hard work and creative energy of our associates.
Job Description
Ingram Barge Company is looking to hire an Application Support Analyst in Paducah, KY. This role provides vital support for the organization by ensuring the computer application systems are meeting the needs of the organization. Customer service plays an important part of success in this role. This role also serves as senior level applications support and serves as the subject matter expert for any applications assigned. They will work closely with customers, third party vendors, and cross-functional team members to support critical business applications to ensure business continuity and a productive user experience. The goal will be to offload support and troubleshooting from System Engineers and Application Development teams.
Responsibilities:
- Resolving application related support incidents escalated from the Tier 2 support groups.
- Triage support requests and usher incidents to timely resolution.
- Assisting with and resolve system outages, alerts, notifications.
- Be a resource for the development teams on custom apps and the owner of third-party applications.
- Liaison between customer and Application / Development team on technical issues.
- Assisting with communication during application outages and document resolutions/root causes.
- Identifying frequent application issues and trends and work with the appropriate team to resolve.
- Assisting with formal hand-off/ production transition of new applications to include support for run book documentation.
- Collaborating with users to solicit feedback and feature requests and ultimately assist the Business Relationship Manager with the intake process for related applications.
- Mentoring and developing Tier 1 and Tier 2 associates
- Identifying areas where training will be needed to assist supporting the application on a 24x7 basis and bolster resolution rates in the other support tiers.
Qualifications
Knowledge and Skills:
- Ability to work well with others
- Collaboration in a team environment
- Advanced knowledge of Microsoft Office Suite
- Solid network, server, and identity (AD / LDS) knowledge
- Knowledge of Microsoft SharePoint
- Understand SQL
- Scripting with PowerShell or other programming languages
- Adept with service management software
- Knowledge of change control processes
- Interpersonal skills
- Understanding of cloud technologies such as Microsoft Azure
- Solid knowledge of Microsoft Active Directory
Additional Information
All your information will be kept confidential according to EEO guidelines.
- A competitive compensation package
- Comprehensive benefits including Medical/Prescription Drug plans, HSA, Vision, Dental and Health Care FSA.
- Generous paid time off benefits
- 401K match upon first day of hire
- Life and AD&D, Employee Assistant programs, Group Legal, & more
- Associate growth and development encouraged through internal training and tuition reimbursement program
- Casual Dress Code
- Hybrid work schedule
If you are requesting reasonable accommodation or disability assistance in submitting your application, you may email us at [email protected]
Ingram Marine Group and its affiliates (“Company”) is an Affirmative Action/Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, work related mental or physical disability, veteran status, sexual orientation, gender identity, or genetic information.
EEO/AA Employer/Vet/Disabled
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