Application Support Analyst (Fri, Sat 11pm-11am and two other weekdays from 10 : 30pm-6 : 30am, tho[...]

Application Support Analyst

Location : Arcadia, WI; Ecru, MS

Schedule : Fri, Sat 11pm–11am and two other weekdays from 10 : 30pm–6 : 30am (4 days total). Variable shifts.

Summary

The Applications Support Analyst is responsible for providing simple to intermediate technical and problem resolution support on all Ashley Furniture applications globally, with the goal of maximizing service availability and satisfaction for all internal and external customers. The role requires delivering clear, concise, timely communication to customers to ensure confidence in the team's ability to provide an exceptional customer experience. The Analyst is accountable for timely and effective support and escalation for Ashley Furniture's systems, software and related products.

Responsibilities

• Continuously deliver clear, concise, timely communication to customers to ensure confidence in the team's commitment to excellent customer experience.
• Provide timely and effective support and escalation for Ashley Furniture's systems, software and related products.
• Troubleshoot and resolve issues impacting Ashley Furniture's systems, applications and services within the agreed time to recovery, with guidance as needed.
• Contribute to research and resolution efforts during all incidents.
• 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 repeated issues by assisting in root cause analysis.
• Provide accurate daily handover of 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 or improved knowledge articles.
• Adapt to change productively, communicate effectively and handle other essential tasks.
• Demonstrate the Company's Core and Growth Values in performance of all job functions.

Qualifications & Requirements

Benefits

Ashley Furniture Industries is the world's largest furniture manufacturer and is an equal opportunity employer. Apply today to our IT team at Ashley Furniture.

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