Application Support Analyst Distribution

Job description

**Description**

The Applications Support Service Desk Analyst will provide level 1 support for the Core Business Applications (order processing and fulfillment: Purchasing, Sales, Customer Service, Warehousing & Logistics, and Accounting) to Bunzl’s end users.

The Applications Support Service Desk Analyst is a critical role in IT Operations.

This role will provide user support to resolve issues with core business applications and hardware.

This position uses creative decision making, good judgment, and SLAs in responding to and resolving reported issues for internal customers.

In this role, it will be required to document and train system standards and processes.

It is expected that the person in this role will provide exceptional customer service and resolution to core application issues.

This role is part IT general management, part service operations, and part special projects.

The Applications Support Service Desk Analyst will ensure high quality technical support and increase client satisfaction while maintaining acceptable SLA’s for the business.

This is a REMOTE position.

We need one representative to cover East Coast hours and another to cover the West.

**_Responsibilities:_**

+ Responsible for remote support to users with information technology support issues
+ Provide resolutions that includes identify, research, resolve, and document
+ Provide exceptional customer service via phone, email, and ticketing system
+ Accurately document reported problems via ServiceNow
+ Escalate important or reoccurring issues to the necessary internal teams (e.g., application development, Business Alignment, and Digital) and Applications Support Service Desk Manager
+ Monitor tickets and calls to ensure sure users are assisted in a timely manner
+ Follow up with end users to identify areas of improvement
+ Proactively address day-to-day questions and issues that may arise relative to the Core Business Applications
+ Train users on the Core Business Applications, suggest system enhancements as needed
+ Gather, analyze and communicate change requests from the field, customers, or vendors to appropriate IT teams
+ Assist in ensuring compliance with Corporate or Regional policies and procedures that may be related to system support, security etc.
+ Responsible for post technical maintenance and software installations as well as assist with QA and UAT as needed
+ 20% travel expected for training and collaboration

**_Requirements:_**

+ High School diploma or equivalent required
+ Bachelor's degree in Computer Science, Information Technology, or relevant field, a plus
+ Prior experience with ServiceNow, IBM iSeries systems (AS400), MS Dynamics or CRM, JDA or Replenishment, OmniTrac or other TMS, a plus
+ Requires ability to efficiently use Microsoft Office products such as Outlook, Word, and Excel
+ Excellent analytical and problem-solving skills anchored in service management mindset
+ Proven work experience in service-oriented role
+ Strong communication skills, both verbal and written
+ Solid technical background with an ability to give instructions to a non-technical audience

The perks of being a Bunzl team member don’t stop at being part of a great team or being values as our #1 asset.

We offer a full range of benefits to help our employees take care of themselves and their families today, tomorrow, and for the future.

+ Bunzl salary range for this position is $50,000 - $75,000/ years based on education, experience and geography.
+ Medical, Dental & Vision Benefits effective the 1 st day of the month after 30 days – Minimum 30 hours per week
+ Paid Time Off – Vacation, Sick, Holidays and Personal Time
+ 401K with generous company match
+ Additional benefits information can be found on the Bunzl Careers home page under Benefits and Perks

Click here to view the California Employee Privacy Policy (https://www.bunzlcareers.com/privacy-policy/?language=en_US)

**So, what are you waiting for?

A new career awaits you with endless opportunities.**

Bunzl is a global leader in the Cleaning & Hygiene, Food Processing, Grocery, Health Care, Non-Food Retail, and Safety industries.

We have grown both organically and through acquisitions to sales in excess of $10 billion.

Bunzl North America is headquartered in St. Louis, Missouri.

Bunzl North America owns and operates more than 100 warehouses and serves all 50 states, Puerto Rico, Canada and parts of the Caribbean and Mexico.

With more than 5,000 employees and 400,000 plus supplies, Bunzl is regarded as a leading supplier in North America.

_Bunzl Distribution offers competitive salaries, a comfortable work environment, and a full range of benefits including a 401k with a company_ _match._

_Bunzl Distribution has a tradition of commitment to equal employment opportunity.

It is the established policy to attract and retain the best qualified people without regard to race, color, religion, national origin, sex/gender (including pregnancy), sexual orientation, age, disability or veteran status as provided by law._

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.
For further information, please review the Know Your Rights (https://www.eeoc.gov/poster) notice from the Department of Labor.

Required Skill Profession

Other General