Application Support Analyst - Sun, Mon, Tue, Wed, Thurs nights from 11:30pm-6:30am CST

Ashley Furniture Industries; Tupelo (MS); On-site; USD 55,000 - 90,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

Employee Assistance Program

Paid vacation

Job summary

Ashley Furniture Industries, Inc. is seeking an Applications Support Analyst to provide simple to intermediate technical and problem resolution support on Ashley's applications worldwide, with the goal of maximizing service availability and customer satisfaction.

You will communicate clearly to our customers, escalate appropriately, troubleshoot incidents, and work with development and operations teams to restore services quickly, while following established processes and contributing to

Responsibilities

• Provide timely and effective support and escalation for Ashley Furniture's systems, software and associated products.
• Troubleshoot and resolve issues impacting Ashley Furniture's systems, applications and services within the agreed time to recovery, with guidance as needed.
• Work closely with development and operational teams globally to ensure rapid service restoration.
• Follow process and procedure standards to maintain and improve service and efficiency.
• Prevent the repetition of issues by assisting in root cause analysis.
• Provide accurate daily handover of all ongoing and major incidents in shift to offshore colleagues.
• Continually develop expertise on the systems, technology and infrastructure.
• Improve future resolution of incidents by identifying the need for new and improving existing knowledge articles.

Job description

Schedule: Sun, Mon, Tue, Wed, Thurs nights from 10:30pm-6:30am CST

Ashley Furniture Industries, Inc. is the largest manufacturer of furniture in the world. Established in 1945, Ashley offers one of the industry's broadest product assortments to retail partners in 123 countries.

Summary

The Applications Support Analyst is responsible for providing simple to intermediate technical and problem resolution support on all of Ashley Furniture's applications across the globe with the goal of maximizing service availability and satisfaction for all internal and external customers. This position is also responsible for delivering clear, concise, timely communication to our customers to ensure their confidence in our team's passion to provide them with the best customer experience possible. The Applications Support Analyst is accountable for providing timely and effective support and escalation for Ashley Furniture's systems, software and associated products.

Responsibilities

• Continuously deliver clear, concise, timely communication to our customers to ensure their confidence in our team's passion to provide them with the best customer experience possible.


• Provide timely and effective support and escalation for Ashley Furniture's systems, software and associated products.


• Troubleshoot and resolve issues impacting Ashley Furniture's systems, applications and services within the agreed time to recovery, with guidance as needed.


• Contribute to the research and resolution efforts during all Incidents.


• Work closely with development and operational teams globally to ensure rapid service restoration.


• Follow process and procedure standards to maintain and improve service and efficiency.


• Prevent the repetition of issues by assisting in root cause analysis.


• Provide accurate daily handover of all ongoing and major incidents in shift to offshore colleagues.


• Continually develop expertise on the systems, technology and infrastructure.


• Improve future resolution of incidents by identifying the need for new and improving existing knowledge articles.


• React to change productively, communicate effectively and handle other essential assigned tasks.


• Demonstrate the Company's Core and Growth Values in the performance of all job functions.

At Ashley, we're more than a business...we're family. As the largest manufacturer of home furnishings in the world, we know what it takes to build incredible furniture and future leaders. We're problem solvers with the grit to persevere during challenging times and innovators who won't coast when times are good. We create solutions, not excuses. And never settle for status quo. It's the reason we're always searching for better ways to delivering an exceptional customer experience. That's why Ashley Furniture is #1 in our industry.

Ready to grow? You've come to the right place. Ashley Furniture has a \"Growth Mindset\", and once you join our team, you'll learn from the best in the business.

• To learn more about Ashley Furniture, our community engagement programs, environmental stewardship, and our core values, please visit our Corporate Social Responsibility information page:Corporate Social ResponsibilityWe are an equal opportunity employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates only those meeting specific position requirements may be contacted. Principals Only.


• Health, Dental, Vision, Employee Assistance Program


• Paid Vacation, Holidays, and Your Birthday off


• Generous Employee Discount on home furnishings


• Professional Development Opportunities


• Ashley Wellness Centers (location specific) and Medical Tourism


• Telehealth


• 401(k) and Profit Sharing


• Life Insurance


• Honesty & Integrity


• Passion, Drive, Discipline


• Continuous Improvement/Operational Excellence


• Dirty Fingernail


• Growth Focused

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws. For further information, please review the Know Your Rights notice from the Department of Labor.