Information Technology Application Analyst

Position summary

Application and facility support

• Log, prioritize, troubleshoot, route, and monitor incidents and questions through the ticketing system and meet issue-resolution SLAs.
• Support related issues with Service Desk, Infrastructure, and EDI teams; investigate recurring problems and fix them or recommend solutions.
• Maintain application performance and coordinate routine updates with Infrastructure, IT Security, DBAs, and vendors.
• Improve support processes through automation and simplification.
• Administer, maintain, refresh, and train users on warehouse RF and handheld equipment.
• Coordinate local printing, desktop, and network support; provide desk-side triage and physical support at warehouses.

Projects and application expertise

• Define project scope, deliverables, success criteria, and work breakdowns with management and stakeholders.
• Elicit and document system and process requirements; analyze information, reconcile conflicts, identify gaps, and recommend value-driven solutions.
• Plan and monitor project tasks and resources; manage scope changes, releases, and stakeholder expectations.
• Serve as warehouse applications subject matter expert; understand current functionality, product roadmaps, and competing applications.
• Review IT work requests, translate business needs into technical requirements, contribute to solution/design, and configure applications.
• Prepare test plans and cases, manage or execute tests, record results, and ensure defects are resolved.
• Map processes, build SOPs and training materials, train users and trainers, and mentor L1 staff or business super users.
• Communicate with users, customers, vendors, and IT teams; maintain vendor relationships and escalate unresolved issues.

Required qualifications

• 5+ years of analytical experience in application support, business analysis, or a related role.
• Supply-chain experience and understanding of the business lifecycle supported by its applications.
• Proficiency with Warehouse Management Systems integrated with picking and shipping technologies.
• Excellent written, verbal, listening, and presentation skills; able to tailor communication to technical and non-technical audiences.
• Self-starter able to learn technologies, work with minimal supervision and cross-functional teams, and support concurrent priorities.
• Understanding of APIs, EDI, and warehouse integrations; competent with Word, Excel, PowerPoint, Visio, and Project.
• Post-secondary degree in an analytical specialization or equivalent practical experience; an Engineering, Sciences, or Business degree with IT concentration is preferred.

Preferred qualifications

• Lean Six Sigma or process improvement training; logistics or IT industry certifications.
• Experience with Wrike, ManageEngine, or other work-management tools; SQL database queries; release management and scrums; Power BI or other BI tools.