Business Systems Analyst - 3rd Shift (Remote)

RTX•East Hartford, CT

15d•Remote

About The Position

Pratt & Whitney is working to once again transform the future of flight—designing, building and servicing engines unlike any the world has ever seen. And because transformation begins from within, we’re seeking the people to drive it. So, calling all curious. Come ready to explore and you’ll find a place where your talent takes flight—beyond the borders of title, a country or your comfort zone. Bring your passion and commitment and we’ll welcome you into a tight-knit team that takes our mission personally. Channel your drive to make a difference into shaping an organization and an industry that’s evolving fast to the future. At Pratt & Whitney, the difference you make is on display every day. Just look up. Are you ready to go beyond? Military Engines (ME) Sustainment has an exciting opportunity for an experienced SAP and Solumina specialist to support the Technical Service Center (TSC) for the ME Global Depot Network (GDN). The GDN provides maintenance, repairs, and overhaul (MRO) operational support for our F135, F119, and F117 military fleets. As the GDN continues to expand and stand-up new depots worldwide, the TSC is fundamental to ensuring infrastructure, digital tools, and processes are working 100% of the time. The candidate will be responsible for triaging SAP and Solumina cases and serve as a conduit for help desk calls supporting the ME Global Depot Network. This role requires exceptional interpersonal and communication skills to meet objectives by obtaining correct data, required information, and financial backing to document all divisional savings. The candidate will also work with all areas of the Sustainment. Operations to: Support the ME Global Depot Network SAP, Solumina, Citrix, and perform other operational tasks to enhance productivity. Provide technical support to users by researching and answering questions, troubleshooting problems, and maintaining systems operability. Liaise with technicians and back-end help desk where required. The preferred candidate will frequently interface with all departments in military engines and all levels of management and must have expertise in SAP & Solumina systems supporting operations and warehouse management, materials management, quality, and/or engineering. What You Will Do: Serve as the first point of contact for customers seeking technical assistance for SAP, Solumina, and Citrix Perform remote troubleshooting through diagnostic techniques and customer interface Familiar with NEXT Connect Service Now (internal candidate only) Determine the best solution based on the issue and details provided by customers; walk customers through the problem-solving process Direct unresolved issues to the next level of support personnel; provide accurate information on IT products or services Record events and problems and their resolution in logs; advise leadership on key trends through reporting Implement better practices that will streamline assistance and/or prevent future problems analyze and pareto systemic issues to formulate recommendations for future enterprise systems enhancements. This role requires some onsite support and travel, as needed. This role covers 3rd shift 10pm – 6am ET.

Requirements

BS/BA degree is required with 8+ years of relevant experience, or an advanced degree with 5+ years of relevant experience.
Experience to include SAP Materials Management, Solumina / Microsoft Office Suite / Project Manager tool sets.
U.S. citizenship is required, as only U.S. citizens are authorized to access information under this program/contract.

Nice To Haves

Experience identifying, troubleshooting, diagnosing, and solving help desk technical related issues.
Curiosity and ability to solve problems.
Knowledge of Operating Systems and information flow.
Customer service mindset developed by working with different stakeholder groups.
Relentless commitment to quality.
Solid understanding of computer systems, mobile devices and other tech products.
Strong interpersonal skills; excellent verbal communication skills.
Possess established and proven skills to develop and foster positive working relationships while maintaining customer and organizational priorities.
Strategic leadership with a focus on results is key for success.

Responsibilities

Serve as the first point of contact for customers seeking technical assistance for SAP, Solumina, and Citrix
Perform remote troubleshooting through diagnostic techniques and customer interface
Familiar with NEXT Connect Service Now (internal candidate only)
Determine the best solution based on the issue and details provided by customers; walk customers through the problem-solving process
Direct unresolved issues to the next level of support personnel; provide accurate information on IT products or services
Record events and problems and their resolution in logs; advise leadership on key trends through reporting
Implement better practices that will streamline assistance and/or prevent future problems analyze and pareto systemic issues to formulate recommendations for future enterprise systems enhancements

Benefits

Hired applicants may be eligible for benefits, including but not limited to, medical, dental, vision, life insurance, short-term disability, long-term disability, 401(k) match, flexible spending accounts, flexible work schedules, employee assistance program, Employee Scholar Program, parental leave, paid time off, and holidays.
Hired applicants may be eligible for annual short-term and/or long-term incentive compensation programs depending on the level of the position and whether or not it is covered by a collective-bargaining agreement.

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