Applications Support Analyst

Trulieve

19h•Remote

About The Position

Tremendous opportunity to provide support and analysis of Key IT systems for a company on an explosive growth path. As the Application Support Analyst, you will be responsible for providing Tier 1-3 technical support for our corporate-wide, e-commerce, and point-of-sale applications while liaising with key business users and technical partners. We are looking for a customer service focused, detail-oriented person who can take ownership of customer satisfaction for our external and internal customers.

Requirements

3+ years of experience in Enterprise application support or related field.
Proficiency in troubleshooting and resolving complex technical issues in an eCommerce environment.
Strong analytical and problem-solving skills.
Demonstrated training abilities.
Excellent written and verbal technical communication required.
Help desk software experience required (Zendesk preferred)
Experience with Magento 2.3+ required.
Experience with Dynamics Nav
Experience with OMS POS
SQL experience desired
Experience with a Magento instance that is integrated with an ERP system required.
Preferred experience with ERPs, ideally SAP
SAP experience desired
Experience working in an Agile/Scrum software development environment a plus.
Software testing/experience desired
2+ years working in a Level 2/3 IT support function.
Must be able to pass a level 2 background check.

Responsibilities

Function as a subject matter expert for Enterprise applications, providing advanced technical support to the team and stakeholders.
Analyze system logs and performance metrics to proactively identify potential issues and recommend improvements.
Lead efforts to optimize Enterprise application performance and reliability.
Collaborate with development and operations teams to drive continuous improvement.
Lead incident response and root cause analysis for critical system issues.
Interface with vendors and external partners to manage service level agreements and escalations.
Drive initiatives to enhance system monitoring, alerting, and automation.
Provide Tier 1/2/3 technical support for Magento e-commerce platforms and digital retail applications.
Provide Tier 1/2/3 support for retail point of sale platforms beyond our IT Service Desk resources (e.g., product inventory, pricing & promotions, and product attribute support)
Initiate and Tech Lead SEV1 calls with internal and external stakeholders.
Liaise with internal customers (including retail store managers and sales managers) to understand details of tickets and to communicate resolutions.
Liaise with applicable vendor partners to resolve incidents and problem/defects.
Identify defects and assess fixes on applicable enterprise applications to include Magento and point of sale systems.
Function as bridge between application users, EA Teams and contractors.
Identify root cause of issues and propose system fixes.
Identify enhancements that will reduce production support.
Communicate new functionality being released for eCommerce and point of sale systems.
Create Knowledge Articles on best practices for using system functions.
Manage Zendesk queues and ensure attainment of appropriate SLAs.
Provide production support off-hours, including nights and weekends, when required.
Some travel required for site visits and to learn processes, less than 5%.