Autoline Support Analyst

Job Description

Autoline Support Analyst

System Support & Troubleshooting

• Provide day-to-day functional and technical support for Autoline (Keyloop/CDK) Dealer Management System users across multiple business units.
• Diagnose, analyze, and resolve application issues related to Sales, Service, Parts, CRM, and Accounting modules.
• Log, track, and resolve incidents using the company’s helpdesk or escalation system.
• Coordinate with software vendors for unresolved or complex technical issues.

User Management & Configuration

• Manage user access, permissions, and security roles within the Autoline system.
• Configure workflows, settings, and user profiles according to operational requirements.
• Support new module or branch setups, data migration, and configuration activities.

System Maintenance & Updates

• Monitor system performance and ensure application availability and reliability.
• Assist in software upgrades, patch management, and UAT (User Acceptance Testing).
• Verify system functionality post-upgrade and coordinate with internal IT teams.

Training & User Enablement

• Conduct onboarding and user training sessions for new and existing employees.
• Develop and maintain user manuals, SOPs, and training guides.
• Support staff in effectively using Autoline modules to optimize productivity.

Data Integrity & Reporting

• Ensure data accuracy and consistency across all modules and departments.
• Generate and support operational reports and dashboards as per management requirements.
• Facilitate integrations between Autoline and third-party systems such as CRM, ERP, and BI tools.

Process Improvement & Documentation

• Identify system inefficiencies and recommend workflow or configuration improvements.
• Maintain documentation, change logs, and standard operating procedures.
• Participate in internal system audits to ensure data and IT governance compliance.

Collaboration & Coordination

• Work closely with department heads to understand business needs and translate them into system solutions.
• Liaise with IT infrastructure teams on server, network, or access-related issues.
• Coordinate with vendors for technical support, enhancements, and new features.
• Job requirements
• Qualifications & Certifications & Experience (mandatory & Preferred)
• Bachelor’s degree in Information Technology, Computer Science, or related field.
• Minimum 5 years of experience supporting DMS systems, preferably Autoline (Keyloop/CDK Global).
• Strong understanding of dealership operations (Sales, Service, Parts, CRM, and Finance).
• Experience troubleshooting application, database, and access-related issues.
• Familiarity with SQL, system configuration, and reporting tools.
• Excellent analytical, communication, and customer service skills.
• Ability to work under pressure and manage multiple support requests.

Behavioral Competencies

• Customer Focus – Understands user challenges and proactively resolves them.
• Accountability & Ownership – Delivers high-quality results with minimal supervision.
• Agility & Adaptability – Responds effectively to change and supports others through transitions.
• Collaboration & Influence – Builds strong cross-functional relationships and resolves conflicts constructively.
• Result Orientation – Sets clear goals and works proactively to achieve high performance.