Assoc Application Support Analyst

Job Summary

The Associate Application Support Analyst acts as first level support for The Hillman Group business applications including the primary ERP system for the organization (JD Edwards EnterpriseOne (E1)), the Supply Chain application (Gains) and Warehouse Management Systems (WM/PkMS).

The Associate Application Support Analyst needs to have a general business background and must have a strong aptitude and desire to learn new concepts, business processes and, ultimately, the ERP system.

This position requires experience using the ITIL (Information Technology Infrastructure Library) framework for IT activities including Incident, Problem and Request Management as well as Knowledge Management.

Duties and Responsibilities

Utilizing the IT ticketing system, address all first level application support Incidents including confirming with end user nature of issue, troubleshooting to resolve issue, documenting all steps taken to resolve issue in ticket.

Actively execute ITIL Framework practices particularly around Incident, Problem, Request and Knowledge Management.

Work closely with other IT Support teams to resolve Incidents to the end users satisfaction.

Continuously gain an understanding of the business operations and how systems are used in support of the operations, transferring knowledge to users, and IT support personnel.

Effectively communicate current activities, status, issues to stakeholders.

Education & Experience

Information Technology related BS/BA And/or 1-2 yrs. experience

ITIL Foundations

Additional Experience & Certifications

Familiar with business application systems such as ERP (JDE E1) software, supply chain and warehouse management systems.

Familiar with IT ticketing systems.

Familiar with incident, request, and problem management processes.

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

Work Environment and Physical Demands

Office: Office setting. Seldom exposed to fumes or airborne particles. Loud working environment of the shop area. Functional vision and hearing required.

Physical Demands

Office: Sedentary

Knowledge

Team member demonstrates:

Written and verbal communication skills

Skills in teamwork and collaboration

Interpersonal skills

Internal customer service skills

Problem-solving skills

Analytical thinking skills

We are proud to be an EEO/AA employer M/F/D/V. We maintain a drug-free workplace and perform pre-employment substance abuse testing.

The Hillman Group is an Equal Employment Opportunity and Affirmative Action Employer and will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin or ancestry, sex, age, physical or mental disability, protected veteran or military status, genetic information, citizenship status, sexual orientation, gender identity, marital status, or any other legally recognized protected basis under federal, state or local laws, regulations or ordinances. The information collected by this application is solely to determine suitability for employment, verify identity and maintain employment statistics on applicants.

Other details

• Job Family Information Technology
• Job Function IT: System Administration
• Pay Type Salary

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