Application Support Analyst - Sun, Mon, Tue, Wed, Thurs nights from 11:30pm-6:30am CST

Ashley Furniture Industries•Arcadia, NC

7d•Onsite

About The Position

The Applications Support Analyst is responsible for providing simple to intermediate technical and problem resolution support on all of Ashley Furniture’s applications across the globe with the goal of maximizing service availability and satisfaction for all internal and external customers. This position is also responsible for delivering clear, concise, timely communication to our customers to ensure their confidence in our team’s passion to provide them with the best customer experience possible. The Applications Support Analyst is accountable for providing timely and effective support and escalation for Ashley Furniture’s systems, software and associated products.

Requirements

Simple to intermediate technical and problem resolution support on all of Ashley Furniture’s applications
Maximizing service availability and satisfaction for all internal and external customers
Delivering clear, concise, timely communication to customers
Providing timely and effective support and escalation for Ashley Furniture’s systems, software and associated products
Troubleshooting and resolving issues impacting Ashley Furniture’s systems, applications and services within the agreed time to recovery
Contributing to the research and resolution efforts during all Incidents
Working closely with development and operational teams globally
Following process and procedure standards
Assisting in root cause analysis
Providing accurate daily handover of all ongoing and major incidents in shift to offshore colleagues
Continually developing expertise on the systems, technology and infrastructure
Identifying the need for new and improving existing knowledge articles
Reacting to change productively
Communicating effectively
Handling other essential assigned tasks
Demonstrating the Company’s Core and Growth Values

Responsibilities

Continuously deliver clear, concise, timely communication to our customers to ensure their confidence in our team’s passion to provide them with the best customer experience possible.
Provide timely and effective support and escalation for Ashley Furniture’s systems, software and associated products.
Troubleshoot and resolve issues impacting Ashley Furniture’s systems, applications and services within the agreed time to recovery, with guidance as needed.
Contribute to the research and resolution efforts during all Incidents.
Work closely with development and operational teams globally to ensure rapid service restoration.
Follow process and procedure standards to maintain and improve service and efficiency.
Prevent the repetition of issues by assisting in root cause analysis.
Provide accurate daily handover of all ongoing and major incidents in shift to offshore colleagues.
Continually develop expertise on the systems, technology and infrastructure.
Improve future resolution of incidents by identifying the need for new and improving existing knowledge articles.
React to change productively, communicate effectively and handle other essential assigned tasks.
Demonstrate the Company’s Core and Growth Values in the performance of all job functions.