Sr IT Support Analyst

Job Summary:

The SR IT Support Analyst's primary role is to support the company's Enterprise Applications, lead support projects and be a team lead. The Viterra-US Suite of Enterprise Applications includes both home-grown and Commercial off-the-shelf systems. This role will provide the support, administration, and maintenance of such systems.

Essential Job Functions:

• Provide Level II/III application support for local and remote customers.
• Respond to tickets/support requests via telephone, email, or web.
• Log and update tickets in a timely, clear, and concise manner.
• Diagnose the nature of an application incident and restore service as quickly as possible.
• Identify trends and recurring types of incidents. Perform root cause analysis, identify corrective actions to eliminate future recurrences.
• Participate in periodic on-call rotations.
• Office 365 including SharePoint and Power Platform support and development.
• Partner with business, analysts, and engineers to support and understand the information technology needs.
• Update/Create process flowcharts, diagrams, technical workflows, and other related design documentation.
• Lead support projects managing time, scope, and potential costs.
• Team lead assisting with support and communications.
• This position maybe asked to support/review:

• Extract-transform-and-Load (ETL) design, development, and technical support
• Reporting and data visualization
• Technical analysis
• Additional tasks as assigned by department or management.

Qualifications/Education/Experience/Skills:

• Ability to adapt to an evolving dynamic information systems arena.
• Ability to document and effectively communicate complex, technical subject matter.
• High attention to detail and strong customer service skills.
• Must be able to manage multiple work items at one time with high sense of urgency and flexibility in a fast-paced environment.
• Preference for breadth of IT domains, technologies, and roles.
• Two-year college degree in computer science, information systems or related field, or equivalent work experience required.
• Minimum 5 years of IT support experience.
• Strong presentation, communication, and facilitation skills (oral and written).
• Strong organization skills, time management skills.
• Critical thinking and problem-solving skills.
• Team player.
• Experience in the following domains:

• Office 365 including SharePoint and Power Platform
• PowerShell/Batch

Knowledge of Key Application a Bonus:

• Microsoft Tools including O365
• Control-M
• ServiceNow
• PSI/Filebound
• Tableau