Summary:
The Senior Applications Support Analyst is responsible for providing intermediate to advanced technical and problem resolution support on all of Ashley Furniture's applications across the globe. While providing Level 3 and 4 support, this position will also serve as an expert resource for inter-group discussions as well as facilitate resolution efforts of major incidents with the ultimate goal of maximizing service availability and satisfaction for all internal and external customers. This position is also responsible for delivering clear, concise, timely communication to our customers to ensure their confidence in our team's passion to provide them with the best customer experience possible.
The Senior Applications Support Analyst is accountable for providing timely and effective support and escalation for Ashley Furniture's systems, software and associated products.
Responsibilities:
- Continuously deliver clear, concise, timely communication to our customers to ensure their confidence in our team's passion to provide them with the best customer experience possible.
- Provide timely and effective support and escalation for Ashley Furniture's systems, software and associated products.
- Independently troubleshoot and resolve issues impacting Ashley Furniture's systems, applications and services within the agreed time to recovery.
- Lead the investigation, research and resolution efforts during High or Critical Incidents, making critical decisions as needed to resolve the situation.
- Work closely with vendors, development and operational teams globally to ensure rapid service restoration.
- Analyze log files, system/application data, and debug source code to determine issue root cause; prevent the repetition of issues through leading the root cause analysis effort.
- Supply more junior staff with guidance and support as needed.
- Work to continuously improve service and efficiency by following and enforcing process and procedure standards.
- Provide accurate daily handover of all ongoing and major incidents in your shift to offshore colleagues.
- Continually develop expertise on the systems, technology and infrastructure.
- Assess accuracy of incident priority as well as risk of changes proposed for Production deployment and challenge these when necessary.
- Improve future resolution of incidents by authoring new and improving existing knowledge articles.
- React to change productively, communicate effectively and handle other essential and tasks assigned.
- Assist in the handoff of development code to enable the support of the production environment.
- Demonstrate the Company's Core and Growth Values in the performance of all job functions.
Qualifications:
- 5 years software development in RPG / CL / SQL.
- Familiarity with API's, JSON preferred.
- Strong analytical & problem-solving skills.
- Proficient computer skills, including Outlook, Word, Excel, etc...
- Strong documentation skills.
- Strong willingness to learn and adapt to new challenges.
- Who Are We?
- · We offer competitive pay and excellent benefits!
- · We are a multi-billion dollar company and the largest manufacturer of furniture in the world, and offer one of the industry's broadest product assortments at over 20,000 storefronts in 123 countries.
- · Growth-Focused is one of our core values, and we are dedicated to helping you grow with us through training, mentoring, and coaching as well as investing in the latest design tools, production equipment and new technologies.
- · Environmental efforts are a priority as we continually seek to recycle, reuse and replenish every day.
- · Millions of dollars are contributed annually to local and national charities as we seek to improve the lives of people around the world.
- Apply today and find your home at Ashley!
- Benefits We Offer
- ·
- Health, Dental, Vision, Employee Assistance Program
- Paid Vacation, Holidays, and Your Birthday off
- Generous Employee Discount on home furnishings
- Professional Development Opportunities
- Ashley Wellness Centers (location specific) and Medical Tourism
- Telehealth
- 401(k) and Profit Sharing
- Life Insurance
- Our Core Values
- ·
- Honesty & Integrity
- Passion, Drive, Discipline
- Continuous Improvement/Operational Excellence
- Dirty Fingernail
- Growth Focused
- To learn more about Ashley Furniture, our community engagement programs, environmental stewardship, and our core values, please visit our Corporate Social Responsibility information page:
- Corporate Social Responsibility
- We are an equal opportunity employer and provide a drug-free working environment. While Ashley appreciates the interest of all candidates only those meeting specific position requirements may be contacted. Principals Only.