Application Support Analyst, WMS

SanMar•Issaquah, WA

5d•$80,170 - $100,000•Hybrid

About The Position

At SanMar, the work you do makes a difference. What's the Short Version? The Application Support Analyst provides Tier II support for the IT Operations team. They partner with our internal IT department, internal and external customers to assist in problem resolution and documenting issues. The Applications Support Analyst is a technical, client-facing role that requires superior customer service skills. They work with all levels within the organization and play a vital role in the overall success of the IT Operations team. What Will You Be Doing? Manage and resolve support tickets, providing Tier II support for internal and external customers. Provide support for systems issues across all environments. Monitor systems using real time monitoring tools. Proactively identify, report, track, document and communicate errors and potential issues. Provide both oral and written status updates to internal and external customers. Work closely with the project delivery team to communicate customer requirements and to deploy updates into production. Work through daily checks and processes giving urgency to customer-impacting time-bound issues. Help identify and define new features and enhancements to extend our supported systems. Work with internal/external stakeholders to review support model/processes and update them as needed. Provide on-call support as needed. Provide training to team members as needed. Perform other duties as assigned. Comply with all policies and standards.

Requirements

4-6 years of experience in an organized software support environment, preferably providing Tier II/III Support
Experience supporting/managing Windows/Linux servers, performing application upgrades on Windows/Linux, and working with Vendors to troubleshoot and install patches
Working knowledge of SQL and ability to understand and modify existing SQL queries and/or creation of new SQL queries
Working knowledge of WMS, Planning/Forecasting platforms (HighJump / AGR Dynamics)
Strong passion and desire for application support as well as process improvement
Good understanding of SDLC methodology and principles
Excellent customer service skills
Experience in analyzing system and application logs
High level of written and verbal communication skills; ability to document ideas concisely and quickly
Ability to communicate technical information and interact with many different skill sets
Strong analytical and problem-solving skills with the ability to work in a fast-paced, deadline-driven environment
Ability to take ownership of an issue or project and the dedication to see it through to completion on-time
Ability to work independently and make timely decisions in alignment with business goals
Ability to drive change and process improvement in a loosely structured environment
Must work well under pressure and have a desire to learn

Nice To Haves

Working knowledge of text-based Flat-Files is preferred
Microsoft Dynamics D365 experience is preferred
Windows / Linux server experience is preferred
Working knowledge of SOAP/XML, REST/JSON is preferred
System and Data Analysis experience is preferred
EDI experience is preferred
BluJay Shipping Experience is preferred

Responsibilities

Manage and resolve support tickets, providing Tier II support for internal and external customers.
Provide support for systems issues across all environments.
Monitor systems using real time monitoring tools.
Proactively identify, report, track, document and communicate errors and potential issues.
Provide both oral and written status updates to internal and external customers.
Work closely with the project delivery team to communicate customer requirements and to deploy updates into production.
Work through daily checks and processes giving urgency to customer-impacting time-bound issues.
Help identify and define new features and enhancements to extend our supported systems.
Work with internal/external stakeholders to review support model/processes and update them as needed.
Provide on-call support as needed.
Provide training to team members as needed.
Perform other duties as assigned.
Comply with all policies and standards.

Benefits

You`ll earn between $80,170 - $100,000 annually, depending on experience.
You`ll be eligible for an annual discretionary bonus up to 10% of base salary.
You`ll accrue paid time off on a bi-weekly basis based on hours worked up to 112 hours per year to start. Employees also receive 8 paid holidays and 1 paid family day off.
Comprehensive medical, dental, and vision benefits
401k plan and matches $1 for $1 up to 4% of earnings, matched & vested at every pay cycle
Life insurance
Short/long-term disability coverage
Paid maternity/paternity leave
Pet insurance

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