What are the responsibilities and job description for the Systems Support Analyst position at Naturipe Farms LLC?
Description
The Systems Support Analyst provides level 1, 2, and 3 desktop support for the company’s IT infrastructure, employees, and associates. The Systems Support analyst also reviews, defines and documents the requirements of various Naturipe Shared Services projects throughout their life cycles and assists in managing the company’s EDI servers and communications between customer systems and SAP. The Systems Support Analyst will work with the Shared Services IT team on various projects and serve as a liaison between the project technical and business unit/end user teams.
Organizational Relationships
• Supervisor: IT Services Manager
Primary Accountabilities and Responsibilities
• Provide first call resolution whenever possible.
• Provide level 1, 2 and 3 hardware, desktop software and hardware support for all company’s employees and associates.
• Determining root causes of application issues. Provide answers, investigating problems, documenting solutions and providing training to system users as required.
• Provide level 1 SAP Functional & WM support for distribution facilities
• Administration and day to day support of iOS mobile devices.
• Provide support for all IT hardware and software purchases as per instructed by supervisor. Responsible for purchasing process from quotes to issuing PO.
• Provide management with Service Desk reporting and advise on ways to improve stability and downtime cost reduction on the desktops and network.
• Responsible for prioritizing service desk calls according to business impact.
• Responsible for Security administration of SAP application and other applications as required.
Secondary Accountabilities and Responsibilities
• Collect and communicate business/technical requirements for project requests among technical and non-technical audiences including but not limited to management and external vendors.
• Assist with project scheduling, requirements research and documentation.
• Assist with developing relationships necessary for a successful project team across multiple functional areas.
• Create, analyze, document and communicate project summaries and status updates regularly to project team members and leadership across the organization as appropriate.
• Have a thorough understanding of EDI and be able to provide support for all EDI/SAP related issues
• Responsible for the implementation and development of new trading partners and the day to day maintenance and up keep of EDI systems.
Quantitative Data/Job Dimensions
• Shared responsibility with Systems Support Analyst peers for tier 1 support of configuration, deployment and hardware and software resolution for approximately 180 users.
• Shared responsibility with Systems Support Analyst peers for supporting hardware, software and phones at four (4) NF offices and approximately 40 remote home offices
• Shared responsibility with Systems Support Analyst peers for maintaining and supporting SAPWM and SAPMM at 10 plants.
Requirements
Qualifications and Skills Required
• Bachelor’s degree in Information Systems preferred or equivalent experience.
• 3 experience years in technical support.
• A / MCP certification preferred.
• Prior IT project management/lead skills a plus.
• Extensive knowledge with Windows operating systems, protocols and tools.
• Extensive knowledge of iOS mobile devices.
• Excellent Networking LAN and WAN knowledge
• Experience working with SAP Security preferred
• Experience with SAP Basis Administration preferred
• Must be available for occasional after-hours support (rotation schedule).
• Travel no more than 5%.
• Advanced knowledge of Microsoft Office applications and the productivity suite.
• Knowledge level should be proficient to progressing in analysis of master data, sales processing, pricing, configuration, maintenance, and integration
• Ability to grasp new technologies at a fast pace.
• Highly focused customer service skills.
• Articulate and efficient.
• Able to work as part of a team and also independently.
• Recommends process improvements to senior team members.
• Interacts with other IS disciplines and displays familiarity with a variety of software, hardware and applications.
• Must have outstanding organizational skills.
Salaried/Exempt Position
Location: Estero, FL (hybrid role: 3 days in-office, 2 days remote)