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Application Support Analyst

Kloeckner Metals

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Roswell, GA
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Job Description

As posted by the hiring company

Job Overview:

Job Description

The Application Support Analyst’s role is to provide internal end-user support for our ERP/Business applications.   This includes troubleshooting for all internal customers, such as sales, production, shipping, operations, digitization and other business units. This position will assist with documentation, software testing, reporting and training support as well as supporting special projects as needed.    This position will help contribute to the digitization road map within Kloeckner Metals.  This is NOT a Network Support or Desktop Engineer position. 
 
Responsibilities
  ·         Support internal users with regards to answering Help Desk tickets that pertain to ERP/Business applications or other software issues. 
·         Act as liaison between end user and the IT group.
·         Prioritize, schedule, and administer all instances where enhancements and defect resolution are required.
·         Record, track, and document the problem-solving process, including all successful and unsuccessful decisions made, and actions taken, through to final resolution.
·         Provide training or proper process procedures on ERP/Business applications. 
·         Make recommendations for process improvements and assist with implementation of changes.
·         Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
·         Perform software testing on code changes. Perform post-resolution follow-ups to ensure problems have been adequately resolved.
·         Maintain and enhance performance of all new and existing software and business applications across the organization.
·         Identify and learn appropriate software applications used and supported by the organization.
·         Participate in the design, development, and delivery of software applications training programs and individual classes.
·         Assist with maintaining a knowledge base.
·         Update system Help documents and create Release Notes for change updates to users.  
·         As needed - assist in special projects like training documentation, software testing and training videos.
·         Learn appropriate software applications used and supported by the organization.
·         Support the IT 911 phone on a rotation basis.
     
Position Requirements  
Formal Education & Certification: 
·         College diploma or university degree in the field of Computer Information Systems and/or [5] years equivalent work experience.
 
Required Knowledge & Experience
·         Proven experience with troubleshooting principles and issue resolution techniques.
·         In-depth, hands-on knowledge of and experience with ERP system
·         Help Desk experience is a must.
·         Experience in Manufacturing or Distribution environment is a must.
·         Customer service experience is a plus.
·         Proficiency in MS Word, Excel, PowerPoint, SharePoint (preferably Office 365).
·         Proven experience with documenting user requirements and technical specifications
·         Ability to act as a liaison between end-user and software development staff
·         Knowledge of trends in technology relating to software applications.
·         Good understanding of the organization’s goals and objectives.
·         Ability to write SQL queries is a plus
  
Personal Attributes
·         The ability to work in exceptionally agile environments.
·         Technical savvy
·         Highly self-motivated and directed.
·         Ability to absorb new ideas and concepts quickly.
·         Good analytical and problem-solving abilities.
·         Ability to effectively prioritize and execute tasks in a high-pressure environment.
·         Ability to present ideas in business-friendly and user-friendly language.
·         Very strong customer service orientation.
·         Excellent written, oral, interpersonal, and presentation skills.
·         Experience working in a team-oriented, collaborative environment.
 
Work Conditions  
·         Occasional travel between training locations required.
·         Sitting for extended periods of time.
·         Dexterity of hands and fingers to operate a computer keyboard, mouse, power tools, and to handle other computer components.
(Lifting and transporting of moderately heavy objects, such as computers and peripherals)


Kloeckner Metals Corporation (KMC) has its North American headquarters in Roswell, GA, and is a subsidiary of Klöckner & CO, based in Duisburg, Germany.   Kloeckner Metals is among the largest producer-independent distributors of steel and metal products and one of the leading steel service center companies in the European and American markets combined.   Kloeckner Metals has 50 locations in the U.S. and is located in 25 states.   Kloeckner Metals services more than 13,000 metalworking businesses around the United States, Mexico and Canada.  

Kloeckner Metals Corporation is an Equal Opportunity/Affirmative Action employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or protected veteran status.