Senior Applications Support Analyst

This is a fully remote position, open to applicants in United States.

📋 Description

• Evaluate business needs and system operations to pinpoint application enhancements and process improvements.

• Oversee ERP, WMS, and interconnected systems.

• Collaborate with IT teams, software vendors, and managed service providers to diagnose and resolve issues.

• Examine complex application problems, conduct root-cause analysis, and devise permanent solutions.

• Assist with application upgrades, patches, configuration changes, testing, and production rollouts.

• Manage the EDI platform and facilitate the onboarding and configuration of ERP EDI connections.

• Monitor and troubleshoot applications to guarantee high availability and minimal downtime.

• Track software performance, establish alerts, and conduct routine system checks.

• Document error logs, resolution procedures, user manuals, and knowledge base entries.

• Administer the application support ticket queue, including prioritization, troubleshooting, escalation, stakeholder communication, and resolution.

• Generate help desk reports to track and analyze support trends.

• Enhance application reliability, usability, and supporting features.

• Create and maintain functional specifications, process documentation, training materials, and system procedures.

• Educate end users on existing and improved system functionalities.

⛳️ Requirements

• Legally authorized to work in the country where the job is posted.

• A Bachelor's degree in a related field or equivalent professional experience is required.

• At least 5 years of experience in supporting enterprise business applications, preferably ERP systems.

• Strong capability in identifying and assessing complex issues while offering system solutions.

• Experience in managing multiple concurrent tasks and interacting with various levels of management.

• Proficient in cross-functional collaboration, both verbal and written communication, as well as creative problem-solving.

• Familiarity with working in a structured environment with formal change control, testing, and documentation practices.

• Background in a manufacturing setting is preferred.

• Proficiency in Microsoft Office Suite and related productivity tools.

• Experience with AWS and basic knowledge of SQL databases.

• Familiarity with ERP and WMS systems.

• Experience with Infor Cloud Suite Industrial (CSI) / SyteLine version 10 is a plus.

• Experience in a pharmaceutical environment is an advantage.

🏝️ Benefits

• Comprehensive health and wellness benefits, including medical, dental, and vision.

• 401k retirement plan with company matching.

• 17 paid days off plus 8 paid holidays annually.

• Opportunities for future career advancement.