Business Analyst/Report Writer

RBC Bearings Incorporated • Oxford, CT

85d

About The Position

The position involves providing training, troubleshooting, and support to users of software applications. The role requires coordinating the processing of incoming requests to the IT Service via both telephone and e-mail, ensuring courteous, timely, and effective resolution of end-user application issues. The individual will liaise with third parties and IT partners to resolve issues promptly and develop and implement changes to various reports and integration solutions. Additionally, the role includes tracking and managing changes to applications per a defined Change Management process, recording, tracking, and documenting service requests, and determining the severity of incidents for efficient escalation using the incident management process. The position supports a 24 x 7 manufacturing environment and requires keeping requesters informed of progress on support and projects while ensuring that resolutions meet user requirements and Service Level requirements.

Requirements

• Experience supporting third-party ERP systems is preferred.
• Ability to write simple SQL queries is required.
• Experience with Microsoft Access/Excel/Word/PowerPoint is required.
• Outstanding customer service skills.
• Excellent verbal and written communication skills.
• Ability to read and write English is required.
• Experience with industry standard ticketing system preferred.
• Ability to work independently under general supervision.

Responsibilities

• Provide training, troubleshooting, and support to software application users.
• Coordinate the processing of incoming requests to IT Service via telephone and e-mail.
• Liaise with third parties and IT partners to resolve issues in a timely manner.
• Develop and implement changes to various reports and integration solutions.
• Track and manage changes to applications per a defined Change Management process.
• Record, track, and document service requests, including all decisions made.
• Determine severity of incidents and escalate them using the incident management process.
• Keep requesters informed of progress on support and projects.
• Ensure resolution meets user requirements while meeting Service Level requirements.

What This Job Offers

• Industry: Fabricated Metal Product Manufacturing