User Support Analyst

Dillard's Inc.; Little Rock (AR); On-site; USD 55,000 - 75,000; Full time

Job summary

Dillard's Inc. in Little Rock, AR seeks a User Support Analyst to join our Merchant Support team. You will support merchant applications through system administration, troubleshooting with root-cause analysis, developing enhancements, and training end users.

You will serve as the liaison between business end users and development teams, collaborating across channels to ensure our applications meet evolving end-user needs.

Qualifications

• 2+ years of experience in user support, help desk, or related role.
• Strong written and verbal communication; able to translate technical concepts for non-technical users.

Responsibilities

• Access Control: Maintain user security access and permissions within assigned applications.
• Merchant & Operational Support: Provide crucial behind-the-scenes support for merchants, store teams, and management.
• Documentation: Identify, author, and maintain clear documentation for application functionality, processes, and enhancement requests.
• Issue Resolution: Troubleshoot issues by analyzing user workflows and root causes.
• Developer Liaison: Collaborate with programmers to explain errors and suggest solutions.
• Testing & QA: Evaluate software/hardware against requirements for usability and relevance.
• Training & Equipping: Develop training materials and conduct user training onsite, in classroom settings, or remotely.

Skills

MS Office

Communication

Organization

Job description

We are seeking a User Support Analyst to join our Merchant Support team. In this role, you will support various applications by performing system administration, troubleshooting issues using root-cause analysis, helping develop application enhancements, and training end users. You will serve as the primary liaison between business end users and the development teams responsible for maintaining our core merchant applications.Teamwork and collaboration are key to our success and help every team member build a deep understanding of our application ecosystem. Because we handle a variety of daily inquiries across multiple channels, including email, instant messaging, and in-person requests - clear and effective communication is critical. Our ultimate goal is to ensure our applications continually meet the evolving needs of our end users.

ROLES & RESPONSIBILITIES

• Access Control: Maintain user security access and permissions within assigned applications.
• Merchant & Operational Support: Provide crucial behind-the-scenes support for merchants, store teams, and management.
• Documentation: Identify, author, and maintain clear documentation for application functionality, processes, and enhancement requests.
• Issue Resolution: Partner with end users to troubleshoot issues by analyzing user workflows and identifying root causes.
• Developer Liaison: Collaborate with programmers to explain software errors, recommend potential technical solutions, and help execute procedure changes.
• Testing & QA: Evaluate software and hardware to assess ease of use, business relevance, and overall functionality against requirements.
• Training & Equipping: Develop training materials (such as presentations and job aids) and conduct user training on-site, in classroom settings, or remotely.Train users on software and hardware on-site, in a classroom setting, or remotely.

REQUIRED SKILLS

• Technical Aptitude: Proficiency in Microsoft Office (Excel, Word, PowerPoint) and the ability to understand technical requirements and specifications.
• Communication Skills: Excellent written and verbal communication skills, with a proven ability to translate complex technical concepts for non-technical users and interact with stakeholders at all levels of the organization.Ability to understand technical requirements and specifications as they relate to the needs of users and explain those technical requirements and specifications to the non-technical users.
• Adaptability & Organization: Strong organizational skills with the ability to manage multiple concurrent projects both independently and collaboratively.

MINIMUM YEARS OF EXPERIENCE

• 2 Year s

DESIRED SKILLS

• Working knowledge of enterprise systems (e.g., Dillard's enterprise software) from both a technical and operational perspective.
• Prior experience in retail buying or store management.