Senior L2 Application Support Technician

About Us Welcome to Ardent Mills, a company dedicated to helping our customers innovate and grow, with the industry's broadest range of traditional and organic flours, whole grains, customized blends, and specialty products. Our ingredients are backed by unrivaled technical support, food safety solutions, and the supply assurance of a coast-to-coast network of more than 40 community mills and blending facilities, an artisan commercial bakery, and a Mobile Innovation Center. Technology drives our ability to be industry leaders developing the next generation of user centered solutions that are changing the way our people connect, explore, and interact with information and our customers. Members of our tech-savvy, solutions focused and talented Application Support team, work with every role of our business to provide the technology used to nourish millions of people. We are passionate about our people and passionate about our mission and values.

About the Role As a part of our Application Support Team, you will be responsible for production support, small enhancements, incident management, and problem management for our enterprise and in-house applications. The principal goal of the team is to provide excellent support by troubleshooting issues, implementing solutions, and providing technical guidance to end-users. This will involve direct interaction with end-users responding to tickets and requests that come through our Help Desk Team. The Application Team works closely with product owners and developers to gain a deeper understanding how to support our in-house applications. They support product improvement by handling product requests and perform research of product issues to help identify solutions to product problems and prioritization of issue resolution. Senior members of the team use their technical ability and strategic-thinking skills to be an escalation point for the most challenging issues. They also focus on proactive work supporting upgrade and deployment projects, researching the latest technology, and partnering with others on innovative solutions. One of their most important responsibilities is mentoring more junior team members on technical skills and best practices.

Your Day to Day Serve as the principal support point for complex application requests and issues across our facilities and offices. Manage incoming tickets and accurately identify, diagnose, prioritize, resolve the tickets within established SLA standards following established processes. Monitor and troubleshoot in-house custom applications, system integrations, and data quality using monitoring tools, including Azure Alerts, Azure Monitor, Azure App Insights, and Azure Data Factory Participate in an after-hours support rotation to provide support to end-users. Initiate and manage escalations to vendors or internal departments when necessary and work with the other party to resolve the issue to the end user's satisfaction. Collaborate with software engineering, product owners, vendor support teams and our helpdesk for all support related activities. Facilitate the creation/configuration of enhancements as per business requests or as identified by the product team Oversee projects for software upgrades and new deployments. Create and maintain comprehensive documentation for standard Technical Support policies, procedures, and practices. Develop how-to documentation, training material, and FAQs for Ardent Mills' team members (end users). Effectively work independently and collaboratively within a team environment to promptly provide support to our users and with a positive customer service attitude. Has deep understanding of application dependencies.

Essential Skills and Experience 3+ years' experience in Information Technology and technical support Extensive experience with ITSM tools and processes (i.e. ServiceNow and Azure DevOps) Adv nced skills with alert monitoring and system troubleshooting (i.e. Azure Alerts, Azure Monitor, Azure App Insights, Azure Data Factory, etc.) Proven experience with RESTful API integration and JSON/XML data formats Experience providing excellent customer service Experience troubleshooting software issues by reviewing code Be tech-savvy and able to learn new software quickly Exhibit a strong work ethic and responsible behavior and must always maintain the confidentiality of information. Excellent interpersonal skills with both technical and non-technical personnel. Advanced analytical and problem-solving skills Strong organizational skills and ability to prioritize work to meet deadlines.

Good to Have 5+ years' experience in Information Technology and technical support Advanced experience with SQL/T-SQL (Structured Query Language), including executing queries and analyzing results (i.e. SQL Server Management S Administrative experience with Microsoft Azure Extensive experience with Angular, .NET Core, Python, and/or KQL Administrative experience with Microsoft Dynamics / D365 Demonstrated experience in leading projects, including task prioritization, tracking, and completion Skilled in training and mentoring junior team members Experience supporting Enterprise level applications Experience in application lifecycle management Experience as a DevOps Engineer, Software Engineer, or similar role Knowledge of ITIL Processes

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