Application Support Analyst – Distribution

This is a fully remote position, open to applicants in California, +4 more states.

📋 Description

• Offer level 1 support for essential business applications, including order processing and fulfillment, Purchasing, Sales, Customer Service, Warehousing & Logistics, and Accounting.

• Provide remote assistance for IT-related issues.

• Identify, investigate, resolve, and document reported problems.

• Deliver customer service through phone, email, and a ticketing system.

• Accurately document reported issues in ServiceNow.

• Escalate significant or recurring problems to internal teams and the Applications Support Service Desk Manager.

• Monitor tickets and calls to guarantee timely support.

• Follow up with end users to pinpoint areas needing improvement.

• Address daily inquiries and issues related to core business applications.

• Train users and recommend system enhancements.

• Collect, analyze, and communicate change requests to the relevant IT teams.

• Ensure adherence to corporate or regional policies and procedures regarding system support and security.

• Conduct post-technical maintenance and software installations, assisting with QA and UAT as necessary.

⛳️ Requirements

• High School diploma or equivalent is required.

• A Bachelor's degree in Computer Science, Information Technology, or a related field is preferred.

• Previous experience with ServiceNow, IBM iSeries systems (AS400), MS Dynamics or CRM, JDA or Replenishment, OmniTrac, or other TMS is advantageous.

• Proficient in utilizing Microsoft Office applications such as Outlook, Word, and Excel.

• Excellent analytical and problem-solving abilities rooted in a service management approach.

• Demonstrated work experience in a service-oriented capacity.

• Strong verbal and written communication skills.

• Solid technical foundation and the capability to provide instructions to a non-technical audience.

• Willingness to travel 20% for training and collaborative efforts.

🏝️ Benefits

• Medical, dental, vision, and life insurance available to employees and eligible dependents starting the first day of the month following 30 days of employment.

• 401(k) retirement plan with a company match of $0.75 per $1.00 contributed, up to 6% of eligible pay, available after 30 days.

• Paid time off.

• 10 vacation days and 2 personal days annually.

• 40 hours of annual sick pay; 56 hours per year for candidates hired in Washington.

• 6 paid national holidays and 2 floating holidays.

• Any leave mandated under federal, state, or local law.

• Remote position.

• 20% travel for training and collaboration.