Application Support Analyst, Customer Integrations

What's the Short Version?

The Application Support Analyst, Customer Integrations provides Tier II support for the IT Operations team. They partner with our internal IT department, internal and external customers to assist in problem resolution and documenting issues. The Applications Support Analyst, Customer Integrations is a technical, client-facing role that requires superior customer service skills. They work with all levels within the organization and play a vital role in the overall success of the IT Operations team.

What Will You Be Doing?

• Manage and resolve support tickets, providing Tier II support for internal and external customers.
• Provide support for systems issues across all environments.
• Monitor systems using real time monitoring tools.
• Proactively identify, report, track, document and communicate errors and potential issues.
• Provide both oral and written status updates to internal and external customers.
• Work closely with the project delivery team to communicate customer requirements and to deploy updates into production.
• Work through daily checks and processes giving urgency to customer-impacting time-bound issues.
• Help identify and define new features and enhancements to extend our supported systems.
• Work with internal/external stakeholders to review support model/processes and update them as needed.
• Provide on-call support as needed.
• Provide training to team members as needed.
• Perform other duties as assigned.
• Comply with all policies and standards.

What Are We Looking For?

• 4-6 years of experience in an organized software support environment, preferably providing Tier II/III Support
• Experience supporting/managing Windows/Linux servers, performing application upgrades on Windows/Linux, and working with Vendors to troubleshoot and install patches
• Working knowledge of text-based Flat-Files
• Microsoft Dynamics D365 experience is preferred
• Windows / Linux server experience is preferred
• Working knowledge of SOAP/XML, REST/JSON is preferred
• System and Data Analysis experience is preferred
• EDI experience is preferred
• Salesforce Experience is preferred
• Strong passion and desire for application support as well as process improvement
• Good understanding of SDLC methodology and principles
• Excellent customer service skills
• Experience in analyzing system and application logs
• High level of written and verbal communication skills; ability to document ideas concisely and quickly
• Ability to communicate technical information and interact with many different skill sets
• Strong analytical and problem-solving skills with the ability to work in a fast-paced, deadline-driven environment
• Ability to take ownership of an issue or project and the dedication to see it through to completion on-time
• Ability to work independently and make timely decisions in alignment with business goals
• Ability to drive change and process improvement in a loosely structured environment
• Must work well under pressure and have a desire to learn

What's Our Offer?

Salary Range: You`ll earn between $77,970 - $100,000 annually, depending on experience.

Bonus: You`ll be eligible for an annual discretionary bonus up to 10% of base salary.

Paid Time Off: You`ll accrue paid time off on a bi-weekly basis based on hours worked up to 112 hours per year to start. Employees also receive 8 paid holidays and 1 paid family day off.

Additional Benefits:

• Comprehensive medical, dental, and vision benefits
• 401k plan and matches $1 for $1 up to 4% of earnings, matched & vested at every pay cycle
• Life insurance
• Short/long-term disability coverage
• Paid maternity/paternity leave
• Pet insurance

What Should You Expect?

Hybrid: SanMar's Eastpointe office is located in Issaquah, WA in the Seattle metropolitan area. Employees are required to work in our offices Tuesday through Thursday each week and additional days may be added based on business needs. Our standard working hours are 8:00-5:00 PST. While performing the duties of this job, the employee is regularly required to sit; reach with hands and arms and talk or hear. The employee is frequently required to use hands to finger, handle or feel. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Work environment is moderately quiet. Ability to work on computer for multiple hours with frequent interruptions. Quarterly travel may be required.