Solution Support Analyst - Plan to Production
Compensation: $67,900.00 - $111,780.00 /year *
Employment Type: Full-Time
Industry: Advertising/Marketing/Public Relations
First Quality is a privately-held group of manufacturing companies who are leaders in their respective fields. The organization is run by hands-on owners with dynamic expansion plans to significantly increase the size of the business over the next few years. To support this growth, we are seeking a Solution Support Analyst - Plan to Production in our King of Prussia, PA office. As a team member in the Application Support group, this position is responsible for supporting consumers of First Quality's core systems. The incumbent will be required to troubleshoot and resolve any issues associated with First Quality's applications (ERP, Mfg Systems, Web-based technologies, etc.) or integration points between these systems and other 3rd party applications used to conduct business. The Solution Support Analyst will additionally be required to understand all enterprise systems to monitor performance, create stability, and troubleshoot at an in-depth level. Solution Support Analysts may be assigned one or more specialization area(s) such as Finance, Manufacturing, Supply Chain, Technical Foundation, etc. This position is responsible for overall service management of the assigned systems. The person in this role will interact with team members within IT and the First Quality businesses to resolve issues, conduct problem management, and ensure SLA metrics are being met. The person in this position will work closely with the leaders and Solution Architects of the following areas: Planning & Architecture, Business Systems, Manufacturing Systems, Analytics, Software Quality Assurance, Enterprise Application Integration, and Solution Support to maintain service levels of their assigned specialty area(s). As such, proven evidence of being a team player is critical for success in this role. Primary responsibilities include: Receives requests for application support; researches the issue as described in the initial request; and potentially resolves the issue. Investigates with the requestor to clarify information to appropriately analyze and resolve issues. This requires the incumbent to be well versed in analysis techniques to determine root cause of reported issues. Escalates unresolvable issues to Level 3 Support (Delivery team) or Managed Services teams Documents support resolutions. Provides functional direction and training to other Support Analysts or Service Desk team members as a means of continuous training efforts for first level support personnel. Monitors application and system performance metrics as well as analyzes trends for application and system optimization and process improvements. Leads/manages delivery of Class C Projects (small size/low complexity) on time, within budget and to customer expectations. Collaborates all Class C changes with Solution Delivery Solution Architects to ensure there is no impact to the overall product roadmap. Ensures adherence to IT Architecture principles and guidelines. Stays current on assigned systems/functional areas. The ideal candidate should possess the following: Bachelor's degree or equivalent technical training, with seven (7) years of application support experience. Strong technical and analytical problem-solving skills combined with the ability to handle multiple support issues. Project management skills with small cross-functional teams. ITIL Foundation certification desirable. Excellent written and verbal communications skills. Fluent in English. Work independently with minimum supervision. Functional SAP ERP experience in one or more of the following: Financial Accounting and Controlling (FICO), Materials Management (MM), Sales & Distribution (SD), Production Planning (PP), Extended Warehouse Management (eWM); or Transportation Management (TM). Experience with the main functions and responsibilities within Manufacturing including: Manufacturing Execution System (MES), Quality Management, Plant Maintenance, Production Planning / Procurement, and Plant Automation. Experience working with Heath Care Validated Systems a plus. Experience with SAP BI / BOBJ a plus. Experience with ABAP a plus. Ability to work within a 24/7 environment across multiple time zones. Domestic/Global travel 5%. Results oriented, customer focused, team player. Highly motivated. Sensitive to cultural diversities. Problem analysis and problem resolution at both a strategic and functional level. Excellent organizational and time management skills. Excellent written and verbal communication skills, including the ability to communicate to both business and technical individuals. Ability to influence and lead change. Strong influence skills - ability to deliver without direct reporting relationships. Proven ability to deliver despite obstacles. Trustworthy. Excellent listener & communicator. Proven ability to build and maintain relationships with business and IT colleagues. Shows consistent and appropriate responsiveness to both urgent and non-critical matters. The company's philosophy and work environment has been created by an ownership that places a premium on integrity, honesty and teamwork . The ability for the candidate to work closely with their colleagues and strive in a politics and ego free atmosphere is just as important as their qualifications. Excellent compensation and benefits package included! Employee benefits are effective your first day of employment! E/O/E
Associated topics: accumulate, analyse, analyst, customer service, customer service analyst, data, report, statistics, support analyst
* The salary listed in the header is an estimate based on salary data for similar jobs in the same area. Salary or compensation data found in the job description is accurate.
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