Night-Shift Applications Support Analyst — Global Support

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

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