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Application Support Analyst in Huntersville, NC at American Tire Distributors

Date Posted: 2/14/2018

Job Snapshot

  • Employee Type:
    Full-Time
  • Job Type:
    Other
  • Experience:
    Not Specified
  • Date Posted:
    2/14/2018

Job Description

We look forward to your application! When applying, please be sure to put your Full Legal First Name and Last Name for legal and processing purposes.

Are you looking for an opportunity to turn your ambition and your people skills into a rewarding career with an industry leader? Join our team at American Tire Distributors! As the nation's premier tire distributor, ATD’s coast-to-coast distribution network provides approximately 80,000 customers across the U.S. and Canada with rapid and frequent delivery of high quality tires, custom wheels and shop supplies. 

Position Description: 

The primary responsibility of the Application Support Analyst – Tier1 is to provide professional, efficient, courteous and responsive support services along with first and/or second level functional, operational, procedural and technical expertise for a network supporting over 1800 users, ensures 24x7 application software availability in support of mission critical business requirements, functions as both production support and development support for implementation projects, works with the Application Support Manager and the senior IT management team to establish strategies and priorities for the overall IT operations by analyzing and understanding the current and future applications operations needs in order to formulate and recommend plans to keep pace with the business demands and identifying problems, evaluate, assess priority and resolve where possible.

Primary Responsibilities:

  • Responsible for assessing, reviewing and processing of all support issues and impacts associated with applications support and business processes to determine appropriate actions to take.
  • Recording and solving application support issues from customers, prioritizing requests, implementing and communicating timely solutions.
  • Insures all support activities throughout the IT Customer Services organization are maintained to the highest standards.
  • Develops customer relationships by making efforts to listen and understand the customer; anticipating and providing solutions to customer needs; giving high priority to customer satisfaction.
  • Assists the IT Support Analyst Supervisor to coordinate the efforts of software developers/engineers, QA and implementation managers, DBAs, systems integrators, and documentation and account managers, in order to provide a timely response to client issues, works directly with end users to identify and resolve software application issues adversely impacting business processes.
  • Familiarity with ITIL incident, change and release management best practices.
  • Assists the IT Support Analyst Supervisor Responsible with producing weekly, monthly and quarterly metric reports and identifying issue trends.
  • Responsible for ensuring that all production issues are addressed quickly.
  • Monitor Oracle Alerts and escalate to appropriate team.
  • Monitor Business Intelligence applications, portal and reports, escalated to appropriate team.
  • Assist in establishing the Application Support SOP.
  • Regular communication with Manager IT Customer Service and IT Support Analyst Supervisor concerning project's status, potential risks, concerns, problems, and needs.
  • Builds and maintains customer and vendor relationships.  Provides expert technical support by diagnosing and resolving complex problems in the areas of specialty and guiding junior technical staff.
  • Responds to client inquiries via telephone or email and resolves client's questions or problems regarding supported software applications.
  • Participates in process improvement projects and activities as required.
  • Assist with client and statistical reporting.
  • Work as a member of a team and provide support for company applications.
  • Performs other related duties as assigned.
  • Customer satisfaction.
  • Accomplishment of IT objectives and execution of goals.
  • Delivery on projects and service level delivery.

Key Partners (Positions):

  • ATD employees
  • ATD Customers and Partners
  • Other IT departments
  • Other partners as required by position

Experience(s) that Best Prepares You: 

                                  

  • Education:  Minimal bachelor’s degree from four-year College or university preferred.
  • Must be comfortable in Windows, UNIX / Linux environment and familiar with Application Support, strong in SQL, and multi-tier applications.
  • Experience: 2+ year’s prior experience in a customer support position, with a focus on ERP, Distribution and marketing applications.
  • Must have 3+ years’ experience in Oracle technologies, experience supporting Oracle 12g databases, eBusiness Suite 12, open source online and database technologies and legacy applications, 2+ years Web based applications experience and related technical knowledge (for example: SQL queries/scripting, MS Office, Ticket Management Systems, CRM, etc.)
  • Such alternatives to the above qualifications as the Company, in its discretion may find appropriate and acceptable.

Key Competencies:

  • Experience working with Oracle e-Business Suite.
  • Understanding of Business Processes utilizing Oracle Application Flows across the e-Business suites.
  • Experience with business systems such as CRM, Hybris, etc. would be a plus
  • Ability to be proactive and work well under pressure.
  • Excellent verbal and written communication skills.
  • Expert knowledge of the use of a personal computer and/or laptop.
  • Expert level of proficiency with Microsoft Office, Word, Excel and PowerPoint.
  • Functional knowledge of internal operating systems:  Oracle, ATD On-line, sales software and programs, report writer programs such as Discoverer, etc.
  • Plan and Execute for Success:  Identify and address root causes when solving problems.  Work collaboratively with other departments and functional teams to coordinate effective solutions.
  • Act Collaboratively:  Communicate effectively across teams, functions and departments.
  • Communicate Effectively:  Communicate clearly and concisely and adjust communication style to improve performance.
  • Demonstrate Respect:  Handle all business matters ethically and in full compliance with American Tire Distributors “Code of Conduct”.
  • Be Accountable for Results:  Assume full responsibility for the consequences of one’s behaviors, decisions and results.
  • Knowledge of current materials, methods, technology and practices of the Company.

Physical Demands/Work Environment/Travel Requirements:

  • Physical demands:  While performing the duties of this job, the employee is occasionally required to stand; walk; sit; use hands to finger, handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance, stoop, kneel, crouch or crawl; talk, hear, taste and/or smell; the employee must occasionally lift and/or move up to 50 pounds.  Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception and the ability to adjust focus.
  • Work environment:  While performing the duties of this job, the employee is exposed to weather conditions prevalent at the time.  The noise level in the work environment is usually moderate.
  • Travel required:  as required by the specific position

This job description in no way states or implies that these are the only duties to be performed by the employee occupying the position.  Employees will be required to follow any other job-related instructions and to perform any other job-related duties requested by their supervisor, subject to reasonable accommodations.  Nothing in this job description creates a contract of employment in any way for any person.   All employees hired by American Tire Distributors, Inc. are employees at will and the company reserves the right to terminate employees at any time for any reason or no reason at all.

Build a challenging and rewarding career with us!

American Tire Distributors is an Equal Opportunity Employer and Drug Free Workplace