Business Applications Support Analyst

Job Description

Job Description

POSITION : Business Applications Support Analyst

LOCATION : Jupiter, FL

STATUS : Salary-Exempt

JOB SUMMARY

The Business Applications Support Analyst position provides support for PSM’s business applications including, but not limited to : Salesforce, SAP, SAP Concur, Microsoft O365 (Teams, SharePoint) and other enterprise applications.

In this role you will resolve technical issues related to business systems or software for your customers. Responsibilities in this role include talking to customers about application problems, resolving the issues and providing a response to affected customers, creating, and analyzing reports based on current and previous errors, and writing procedures for the use of company systems.

Additional responsibilities include analyzing business processes and then formally documenting those processes, identifying problems and opportunities for improvement, working with appropriate team members to develop solutions, then testing, and implementing them.

• Working with internal clients, technical support staff and SaaS providers to diagnose and troubleshoot issues.
• Lead efforts for enhancements and configurations with existing SaaS solutions
• Lead in the development of detailed documentation through interdepartmental assessments and reviews, and authors workflow visuals (RACI) and / or Process Mappings for key systems and departmental workflows.
• Submit, track and report on system enhancements and change requests.
• Perform change management functions related to new feature additions and configuration changes.
• Serves as a liaison between Information Services technical staff and IT clients for issues directly affecting PSM business applications.
• Supports the development, maintenance, and upgrading of applications for functional areas through needs analysis, defining business requirements, and functional testing.
• Analyzes business processes and workflows to discover potential areas of improvement.
• Develops as needed / required operational and client documentation for use in supported functional areas.
• Reviews and manages reported issues in ServiceNow for supported applications and functions to ensure timely resolution.
• Participates in post project and scheduled service ticket reviews analyzing for trends and opportunities that may contribute to process improvement discussions, knowledge sharing, and escalation of issues to vendors and management where necessary.
• Assist business leads on decisions and projects relating to the lifecycle of the application, contract renewals, application upgrades, and sunsetting applications which are being replaced or which are no longer required, etc.
• Develops, documents, and maintains user acceptance test scripts; performs user acceptance and other functional tests; and assists tracking and coordinating user acceptance testing.

ESSENTIAL DUTIES AND RESPONSIBILITIES

The essential functions of the job include, but are not limited to the following :

• Acts as an advocate to promote the use of internal systems and best practices within the business and works closely with business stakeholders and sponsors as well as Key Users and end users to address business requests.
• Coaches Key Users and Sponsors in defining and creating change requests and validates change requests for technical and process requirements.
• Ensures continuous improvement of application assets and full utilization of available functionality.
• Work with our MSP and support vendors to research additional functionalities and best practices as needed to support the business.
• Responsible to support business process definitions
• Communicate technical software and hardware issues to non-technical users and executive management.
• Use initiative and judgment within established procedural guidelines.
• Organize, prioritize, and coordinate multiple work activities.
• Other duties as assigned.

MINIMUM REQUIREMENTS

Education & Training

• Bachelor’s degree in computer science, Business Administration or related field, or 10+ years of equivalent ERP experience
• Must complete EHS assigned regulatory training for work area as described by PSM’s EHS Training Matrix

Skills / Experience

• 5+ years of SAP experience, ideally in cross-functional business operations with financial experience strongly preferred.
• 3+ years of exposure to multiple business areas, e.g. finance, sales, project execution, manufacturing etc.
• 3+ years of experience in developing and executing project plans according to quality, cost, and delivery specifications.
• Proficient in computer applications relevant to operational management; including SAP, ServiceNow and MS Office programs.
• Proficient in verbal and written English communication.

Equal Opportunity Employer Veterans / Disabled