IT Support Analyst - Business Applications
DescriptionThe Waldinger Corporation, a growing Mechanical, Electrical, Plumbing, and Sheet Metal industry leader, is looking for an enthusiastic person with strong analytical skills and enjoys researching software functionality to assist users with their needs.
The IT Applications Analyst will support mission-critical business applications including, but not limited to, Penta, Paperless, OnBase, Penta Mobile, and similar financial and business applications.
Guide activities and processes of business applications support staff in support of end-user assistance and incident requests, including prioritizing, assigning, and monitoring requests.
Administer new user setup.
Provide the detailed analysis required to resolve user problems and answer questions in line with TWC best practice.
Job
Responsibilities:
Provides effective and timely resolution to a broad range of internal customer issues and inquiries in line with TWC customer service best practices.
Documents all communication with customers and colleagues within the IT helpdesk ticketing system, including troubleshooting steps and clear explanation of work done.
Ensures that a helpful explanation of resolution is communicated to the customer for each ticket.
Encourages our customers to submit all requests via the helpdesk ticketing system and portal.
Provides analysis needed on critical applications to set up and administer user setup and changes, resolve problems, and answer questions in line with TWC best practice.
Provides administration support associated with the new hire onboarding process and changes to existing user accounts.
Documents all communication with customers and colleagues within the IT helpdesk ticketing system.
Provides quality assurance checks for setup by other team members.
Assists in maintaining documentation of troubleshooting tips and instructional guides as an online reference for IT staff and internal customers, as appropriate.
Contributes solution and troubleshooting tips to Knowledge Base.
Assists in implementation and ongoing support of new initiatives as directed by the Assistant Manager of Business Applications.
Identifies and drives new initiative opportunities.
Regularly provides Assistant Manager of Business Applications with project status updates.
Performs other duties as assigned.
Requirements:
Bachelor Degree in Information Systems or related field, or comparable work experience.
4
years experience in business and accounting application management.
4 years customer service experience in a team lead role Experience with help desk ticketing system Experience in business system analysis, including demonstrated ability to elicit, capture, analyze and validate business functional and technical requirements.
Experience serving as an effective liaison between key business stakeholders (in finance, accounting, operations), IT (infrastructure and development) and outside vendors.
Demonstrated ability to quickly learn new business processes and become a respected subject-matter (business domain) expert in assigned business areas Working knowledge of a variety of technologies and platforms (operating systems, computer hardware programs) Experience with Penta or other ERP software is a plusWe Offer:
Paid holidays and PTOHealth, dental and vision insuranceGrowth potential with a stable companyWellness plan including health club reimbursement and $100 a year for your annual physical401k match and profit sharingContinuing education and advancement opportunitiesTerm Life, AD&D and Dependent Life insurancePrepaid LegalFlexible Spending accountTHE WALDINGER CORPORATION is a full-service mechanical, electrical, sheet metal, and service contractor operating under a people-first approach.
The Waldinger Corporation has branches throughout the M.
W.
and S.
E.
United States and has built a reputation as an industry leader since its beginnings in 1906.
The Waldinger Corporation is an EOE, including disability/vetsThe Waldinger Corporation participates in E-Verify Recommended Skills Accounting Administration Analytical Application Lifecycle Management Business Processes Computer Architectures Estimated Salary: $20 to $28 per hour based on qualifications.
The IT Applications Analyst will support mission-critical business applications including, but not limited to, Penta, Paperless, OnBase, Penta Mobile, and similar financial and business applications.
Guide activities and processes of business applications support staff in support of end-user assistance and incident requests, including prioritizing, assigning, and monitoring requests.
Administer new user setup.
Provide the detailed analysis required to resolve user problems and answer questions in line with TWC best practice.
Job
Responsibilities:
Provides effective and timely resolution to a broad range of internal customer issues and inquiries in line with TWC customer service best practices.
Documents all communication with customers and colleagues within the IT helpdesk ticketing system, including troubleshooting steps and clear explanation of work done.
Ensures that a helpful explanation of resolution is communicated to the customer for each ticket.
Encourages our customers to submit all requests via the helpdesk ticketing system and portal.
Provides analysis needed on critical applications to set up and administer user setup and changes, resolve problems, and answer questions in line with TWC best practice.
Provides administration support associated with the new hire onboarding process and changes to existing user accounts.
Documents all communication with customers and colleagues within the IT helpdesk ticketing system.
Provides quality assurance checks for setup by other team members.
Assists in maintaining documentation of troubleshooting tips and instructional guides as an online reference for IT staff and internal customers, as appropriate.
Contributes solution and troubleshooting tips to Knowledge Base.
Assists in implementation and ongoing support of new initiatives as directed by the Assistant Manager of Business Applications.
Identifies and drives new initiative opportunities.
Regularly provides Assistant Manager of Business Applications with project status updates.
Performs other duties as assigned.
Requirements:
Bachelor Degree in Information Systems or related field, or comparable work experience.
4
years experience in business and accounting application management.
4 years customer service experience in a team lead role Experience with help desk ticketing system Experience in business system analysis, including demonstrated ability to elicit, capture, analyze and validate business functional and technical requirements.
Experience serving as an effective liaison between key business stakeholders (in finance, accounting, operations), IT (infrastructure and development) and outside vendors.
Demonstrated ability to quickly learn new business processes and become a respected subject-matter (business domain) expert in assigned business areas Working knowledge of a variety of technologies and platforms (operating systems, computer hardware programs) Experience with Penta or other ERP software is a plusWe Offer:
Paid holidays and PTOHealth, dental and vision insuranceGrowth potential with a stable companyWellness plan including health club reimbursement and $100 a year for your annual physical401k match and profit sharingContinuing education and advancement opportunitiesTerm Life, AD&D and Dependent Life insurancePrepaid LegalFlexible Spending accountTHE WALDINGER CORPORATION is a full-service mechanical, electrical, sheet metal, and service contractor operating under a people-first approach.
The Waldinger Corporation has branches throughout the M.
W.
and S.
E.
United States and has built a reputation as an industry leader since its beginnings in 1906.
The Waldinger Corporation is an EOE, including disability/vetsThe Waldinger Corporation participates in E-Verify Recommended Skills Accounting Administration Analytical Application Lifecycle Management Business Processes Computer Architectures Estimated Salary: $20 to $28 per hour based on qualifications.
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