Application Support Analyst - Distribution

Bunzl; St. Louis (MO); Remote; USD 50,000 - 70,000; Full time

Job summary

A leading support services company is seeking an Applications Support Service Desk Analyst to provide remote support and enhance client satisfaction. Responsibilities include resolving IT issues, documenting with ServiceNow, and training end-users on core applications. A high school diploma is required; a bachelor's degree in IT is preferred. Join a team that values strong analytical and customer service skills, with a comprehensive benefits package offered.

Benefits

Medical, Dental & Vision Benefits

Paid Time Off

401k with company match

Qualifications

• High School diploma or equivalent required.
• Bachelor's degree in Computer Science or relevant field is a plus.
• Prior experience with ServiceNow or related systems is preferred.

Responsibilities

• Provide remote support to users with IT issues.
• Document reported problems via ServiceNow.
• Train users on the Core Business Applications.

Skills

Analytical skills

Problem-solving skills

Communication skills

Customer service orientation

Education

High School diploma or equivalent

Bachelor's degree in Computer Science or IT

Tools

ServiceNow

IBM iSeries systems (AS)

Microsoft Office

Job description

The Applications Support Service Desk Analyst will provide level support for the Core Business Applications (order processing and fulfillment : Purchasing, Sales, Customer Service, Warehousing & Logistics, and Accounting) to Bunzl’s end users.

The Applications Support Service Desk Analyst is a critical role in IT Operations. This role will provide user support to resolve issues with core business applications and hardware. This position uses creative decision making, good judgment, and SLAs in responding to and resolving reported issues for internal customers. In this role, it will be required to document and train system standards and processes. It is expected that the person in this role will provide exceptional customer service and resolution to core application issues. This role is part IT general management, part service operations, and part special projects.

The Applications Support Service Desk Analyst will ensure high quality technical support and increase client satisfaction while maintaining acceptable SLA’s for the business.

This is a REMOTE position. We need one representative to cover East Coast hours and another to cover the West.

Responsibilities

• Responsible for remote support to users with information technology support issues
• Provide resolutions that includes identify, research, resolve, and document
• Provide exceptional customer service via phone, email, and ticketing system
• Accurately document reported problems via ServiceNow
• Escalate important or reoccurring issues to the necessary internal teams (, application development, Business Alignment, and Digital) and Applications Support Service Desk Manager
• Monitor tickets and calls to ensure sure users are assisted in a timely manner
• Follow up with end users to identify areas of improvement
• Proactively address day-to-day questions and issues that may arise relative to the Core Business Applications
• Train users on the Core Business Applications, suggest system enhancements as needed
• Gather, analyze and communicate change requests from the field, customers, or vendors to appropriate IT teams
• Assist in ensuring compliance with Corporate or Regional policies and procedures that may be related to system support, security etc.
• Responsible for post technical maintenance and software installations as well as assist with QA and UAT as needed
• % travel expected for training and collaboration

Requirements

• High School diploma or equivalent required
• Bachelor's degree in Computer Science, Information Technology, or relevant field, a plus
• Prior experience with ServiceNow, IBM iSeries systems (AS), MS Dynamics or CRM, JDA or Replenishment, OmniTrac or other TMS, a plus
• Requires ability to efficiently use Microsoft Office products such as Outlook, Word, and Excel
• Excellent analytical and problem-solving skills anchored in service management mindset
• Proven work experience in service-oriented role
• Strong communication skills, both verbal and written
• Solid technical background with an ability to give instructions to a non-technical audience

Benefits

The perks of being a Bunzl team member don’t stop at being part of a great team or being values as our asset. We offer a full range of benefits to help our employees take care of themselves and their families today, tomorrow, and for the future.

• Bunzl salary range for this position is $, - $, / years based on education, experience and geography.
• Medical, Dental & Vision Benefits effective the st day of the month after days – Minimum hours per week
• Paid Time Off – Vacation, Sick, Holidays and Personal Time
• K with generous company match
• Additional benefits information can be found on the Bunzl Careers home page under Benefits and Perks