IT Support Analyst- Business Applications

Buffalo Rock; Birmingham (AL); On-site; USD 65,000 - 90,000; Full time

Job summary

Buffalo Rock is a Birmingham-based bottler with a long history and a strong beverage portfolio. The IT Support Analyst – Business Applications provides first-level support for core enterprise systems, ensuring reliability, resolving routine issues, and supporting end users across the organization.

The role collaborates with internal teams and external vendors to maintain system performance and operations. The position reports to the Director of Business Applications Support and requires

Qualifications

• Bachelor’s degree or equivalent in Information Systems, Business, or related field.
• At least two years of IT support, application support, or help desk experience.
• Experience supporting ERP, WMS, EDI, or supply chain systems is preferred.
• Familiarity with ticketing systems and vendor support processes is preferred.
• Experience in an operations-driven or distribution environment is a plus.

Responsibilities

• Provide day-to-day support for business-critical applications (ERP, WMS, EDI) and related systems.
• Manage incoming help desk tickets from intake to resolution and maintain clear stakeholder communication.
• Collaborate with internal teams and third-party vendors to resolve issues and improve system performance.
• Support end users across warehouse, delivery, and accounting teams with system functionality and best practices.
• Contribute to knowledge base updates and process improvements to promote consistency.

Skills

IT support

Help desk

Analytical thinking

Communication

Education

Bachelor’s degree in Information Systems, Business, or related field

Tools

ERP

WMS

EDI

Job description

IT Support Analyst- Business Support Applications Location Birmingham - Corporate Headquarters Business Segment COR

IT Support Analyst- Business Applications

Job Code
ITS 202

FLSA Status
Exempt

Job Information

Reports To

Director of Business Applications Support

Work Schedule

Monday-Friday, Must be flexible

Amount of Travel Required

Up to 10%

Summary/Objective

Buffalo Rock is an award-winning Pepsi and Keurig Dr Pepper bottler founded in Birmingham, AL more than 125 years ago. Buffalo Rock manages the best alcoholic and non-alcoholic beverage portfolio in the country, which includes several beloved global and regional brands.

The IT Support Analyst – Business Applications is responsible for providing first-level support and operational assistance for core enterprise systems. This role plays a key part in ensuring system reliability, resolving routine issues, and supporting end users across the organization. The analyst will work closely with internal teams and external vendors to maintain efficient system performance and support business operations.

Essential Functions

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Application Support & Issue Resolution
• Provide day-to-day support for business-critical applications (e.g., ERP, WMS, EDI, and related systems).
• Investigate and resolve common system issues, data discrepancies, and user-reported problems.
• Monitor application performance and identify potential issues impacting operations.
• Ticket Management & Triage
• Manage incoming help desk tickets, ensuring timely intake, categorization, and prioritization.
• Gather necessary details to support efficient troubleshooting and resolution.
• Track and update tickets through completion, maintaining clear communication with stakeholders.
• Serve as a liaison between internal teams and third-party vendors
• Open, manage, and follow up on vendor support cases.
• Provide vendors with detailed examples, documentation, and diagnostics to facilitate resolution.
• User Support & Communication
• Act as a primary point of contact for operational teams, including warehouse, delivery, and accounting.
• Communicate technical issues and solutions in clear, business-friendly language.
• Support users with system functionality, troubleshooting, and best practices.
• Documentation & Process Improvement
• Maintain and update knowledge base articles, troubleshooting guides, and standard.
• Identify recurring issues and contribute to process improvements.
• Promote consistency and standardization in support processes.
• Escalation Support
• Escalate complex or system-level issues to senior IT resources with appropriate documentation.
• Assist in testing and validating system fixes or updates.
• Support continuous improvement efforts related to system stability and support workflows.

Other Duties and Responsibilities

• Must exhibit a high level of ethical and moral conduct while at work or in attendance of any off-site function during work hours or after work hours while representing the Buffalo Rock Company.
• Responsible for continuous self-improvement through the knowledge and use of all Buffalo Rock provided training, either web-based, in-house, or any other provided method. Must successfully complete assigned training curriculum, including but not limited to online and/or facilitated training.
• Ensure that every reasonable precaution is taken to protect the Company from possible damage, theft, or other liabilities.
• Ensure that every reasonable precaution is taken to protect the safety of employee- partners, self, customers, Buffalo Rock property, and customer property.
• Honor and follow through on all business commitments.
• Emb
• Committed to serving our communities.
• Customer success drives our success.
• Integrity matters.
• Obsessed with continuous improvement.
• We care for each other.
• Win the day.

Analytical Skills - Ability to use thinking and reasoning to solve a problem.

Communication, Oral - Ability to communicate effectively with others using the spoken word.

Communication, Written - Ability to communicate in writing clearly and concisely.

Customer Oriented - Ability to take care of the customers’ needs while following company procedures.

Detail Oriented - Ability to pay attention to the minute details of a project or task.

Organized - Possessing the trait of being organized or following a systematic method of performing a task.

Team Oriented - Willingness to work with others in department to provide the best possible service.

Supervisory Responsibilities

None

Office / Administrative: This role is performed in a professional office environment with standard office equipment such as computers, phones, and copiers. The employee-partner is regularly required to sit for extended periods, communicate via phone and email, and use a computer. The environment is generally quiet and collaborative.

Physical Demands

N (Not Applicable) Activity is not applicable to this position.

O (Occasionally) Position requires this activity up to 33% of the time (0 - 2.5+ hrs/day)

F (Frequently) Position requires this activity from 33%-66% of the time (2.5 - 5.5+ hrs/day)

C (Constantly) Position requires this activity more than 66% of the time (5.5+ hrs/day)

Physical Demands

Frequency

Stand

F

Walk

F

Sit

C

Manually Manipulate

C

Grasp

C

C

Reach Above Shoulder

O

Speak

C

Climb

O

O

Squat or Kneel

O

O

Lift/Carry

Frequency

F

11-20 lbs.

O

21-50 lbs.

N

51-100 lbs.

N

Over 100 lbs.

N

Push/Pull

Frequency

F

13-25 lbs.

O

26-40 lbs.

N

41-100 lbs.

N

Qualifications

• Bachelor’s degree in Information Systems, Business, or a related field, or equivalent experience: Required
• A minimum of two years of experience in IT support, application support, or help desk environments: Required
• Experience supporting ERP, WMS, EDI, or supply chain systems: Preferred
• Familiarity with ticketing systems and vendor support processes: Preferred
• Experience working in an operations-driven or distribution environment: Preferred

Affirmative Action/EEO statement

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, genetic makeup, status as a protected veteran, or any other factor prohibited by applicable law.

Purpose of Job Description

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.

I have reviewed this job description, and I can perform the essential functions with or without reasonable accommodation.

Applicant/Employee-Partner______________________________

Date__________________