IT Application Support Tech PRCC

SUMMARY OF POSITION:

Responsible for various support activities related to one or more of the enterprise applications utilized for day-to-day operations. This person will interact with both internal and external customers to provide tier-one support and assistance while interfacing with the technical support team when necessary. Must have the ability to troubleshoot issues in the application user interface, record possible system modifications or enhancements and escalate problems when appropriate. This individual will participate in the change management process and will regularly take part in analysis sessions, system testing and application deployments.

ESSENTIAL DUTIES AND RESPONSIBILITIES:

* Provide phone, email and web-based support to our application users in a timely manner

* Document, troubleshoot, analyze and resolve application issues

* Assist in our enterprise system installation, configuration, updates, and migrations

* Communicate system updates and upgrades to users

* Identify defects, discrepancies, and trends by ways of code debugging or log analysis

* Manage incidents and effectively communicate with users, application owners and senior stakeholders across all areas

* Improve application stability and performance by observing patterns, recurring failures and/or issues, and advise application owners on permanent fixes accordingly

* Must be able to quickly learn new programs and then train users

* Identifies and uses the appropriate priority levels for logging incidents and requests to set criticality level and to engage the proper team(s) for resolution.

* Creates a positive customer support experience and builds strong relationships through deep problem understanding, ensuring timely resolution or escalation, communicating promptly on progress, and handling customers with a professional attitude.

* Ensures the end-to-end customer experience and provides a single point-of-contact for the customer

* Collaborate with end users to identify needs and opportunities for improved user interface

* Challenge existing application setup, processing and suggest different ways to solve problems or improve stability

* Actively participate in Change management process with a view to managing risk in production environment

* Develop reports that provide trending statistics to track and manage application health and support service performance

* Travel as required

* Other duties as assigned

EDUCATION AND EXPERIENCE:

* Bachelor's Degree in an Information Technology related field.

* Strong problem-solving skills, ability to infer from previous examples, willingness to understand how an application is put together.

* Ability to maintain process documentation/process mapping.

* Customer service orientation with strong interpersonal skills.

* Strong technology aptitude and ability to learn new technology quickly.

* Excellent verbal and written communication skills.

* Must be collaborative and able to resolve conflicts.

* Must possess strong organizational skills, be detail oriented and a self-starter.

* Ability to manage multiple tasks requiring flexible scheduling and time restrictions.

* Must be proficient in Microsoft Office including Excel, Word and Outlook.

* Transportation or Logistics experience a plus.

* Flexibility in a growing and changing environment.

* Ability to work collaboratively in a geographically distributed team environment.

* Able to correctly follow procedures and work independently to achieve results.

PHYSICAL DEMANDS:

* While performing the responsibilities of the job, the employee is required to talk and hear. Vision abilities required by the job are close vision. The employee is often required to sit and use their hands and fingers to handle, feel, and operate office equipment such as a computer, copier, and office supplies.

* In addition, the employee is occasionally required to stand, walk, reach with their arms and hands, and to stoop, kneel or crouch.

* Reasonable accommodation can be provided to enable employees with disabilities to perform the described essential functions of the job.

WORK ENVIRONMENT:

* The work environment is representative of an office setting

* The noise level in the work environment is usually quiet to moderate

* Reasonable accommodation can be provided to enable employees with disabilities to perform the described essential functions of the job.

Note: This document describes the minimum, essential duties, responsibilities, skills, abilities, effort, and working conditions of the position. It in no way implies that these are the only functions to be performed by the incumbent. Workers are required to follow any other job-related instructions and to perform any job-related functions requested by a supervisor or manager. Successful performance requires that the incumbent possesses and utilizes the abilities and skills described. All functions are subject to reasonable modification to accommodate individuals with disabilities. Some functions may exclude individuals who pose a direct threat or significant risk to the health and safety of themselves or others.

Safety is the cornerstone value in our Company. Our employees are expected to live our values on the job in how we work, how we act, and how we create value. Safety is a personal responsibility. We are professionals and our activities must reflect that professionalism. Each team member must demonstrate safety advocacy every day - regardless of their role in the Company. Compliance with safety and operating rules is required and essential to our own safety and that of others.

"The Patriot Way."

At Patriot, we value our relationships - with our customers, employees, shareholders, communities and other stakeholders. We know that safety, integrity, reliability, ethical behavior and exceptional customer service are critical to building and maintaining strong, mutually beneficial relationships. Everyone at Patriot - from the mailroom to the boardroom - embraces those values. More importantly, as a team, we make it our business to demonstrate them in everything we do. It's "The Patriot Way."

The candidate selected for this position must successfully complete a background screening and a drug test. Passing results must be received prior to starting date in a new position.

Patriot Rail is committed to a diverse workforce and is an

Equal Opportunity Employer