What are the responsibilities and job description for the Business Analyst/Report Writer position at Roller Bearing Company of America, Inc?
Provides training, troubleshooting, and support to software application users
Coordinate the processing of incoming requests to IT Service via both telephone and e-mail to ensure courteous, timeliness, and effective resolution of end user application issues
Liaise with third parties and IT partners to resolve issues in a timely manner
Develop and implement changes to various reports and integration solutions
Track and manage changes to the applications per a defined Change Management process
Record, track, and document the service request, including all successful and unsuccessful decisions made, through to final resolution
Determine severity of incidents and efficiently escalate them using the incident management process
Keep requester informed of progress on support and projects
Ensure resolution meets user requirements while meeting Service Level requirements
Support a 24 x 7 manufacturing environment
Experience supporting third-party ERP systems is preferred
Ability to write simple SQL queries is required
Experience with Microsoft Access/Excel/Word/PowerPoint is required
Outstanding customer service, and excellent verbal and written communications skills is a must; ability to read and write English is also required
Experience with industry standard ticketing system preferred
Ability to work independently under general supervision within a demanding client centric environment
Keep a pulse on the job market with advanced job matching technology.
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