Application Analyst

Level: Salaried

Division/Department: Information Technology | Tech Engagement

Reports to: IT Business Analysis Team Manager

Travel: Occasional, but varies based on assigned projects or duties, conferences, training, etc.

Do you like being on a team and engaging with end users to quickly solve technical issues with IT applications and services? Do you enjoy working in a time-sensitive environment, finding solutions and delighting end users?

About the role:

The Application Analyst (App Analyst) serves on a customer-centric second-level IT support team, responsible for analyzing and resolving application support tickets escalated from first-level support teams and Operations for Web and database applications. It is also responsible for working with IT development teams to ensure the company’s applications are developed, tested and performing as expected.

The App Analyst works in a collaborative team environment with other App Analysts, and as part of a larger team including IT Business Analysts. They work both independently and in pairs or small teams, depending on the nature of the issue or activity. They also work through first-level support teams or directly with end users.

Professional growth opportunities are available for individuals to earn promotions by excelling in the role and demonstrating leadership skills.

Responsibilities:

• Serve as an IT ambassador and build trust with business partners and end users

• Triage escalated support calls to diagnose the problem

• Coordinate across IT departments to formulate technical solutions and opportunities for improvement

• Communicate with users and interested stakeholders on issue progress

• Document updates in call tracking software

• Research code and applications the utilize the following technologies: ASP.NET, VB6, VB.NET, C#, HTML, IIS, JavaScript, jQuery, SSIS, SSRS, MS SQL, Access, Excel, SharePoint, Google Workplace, FTP, internet browsers, TCP/IP, Kafka, cloud technologies (Azure, AWS, GCP)

• Prioritize and resolve tickets in a timely manner meeting established service level agreements

• Provide after-hours support through on-call, rotational assignment and assist with emergent escalation as needed

• Serve on response teams for High Response Events requiring immediate attention to restore business critical operations

• Promote a team environment by assisting other team members with active issues

• Partner with development teams and IT Business Analysts to deliver successful applications

• Serve as part of the testing team for product development teams and individual projects

• Work with development staff on programming standards and effective information for application support

• Develop small or extra small projects, as prioritized and approved

• Author Knowledge Base content for users to self-solve issues

• Support monthly reviews of support tickets and related projects to drive improvements with business leaders

• Support a culture of teamwork, collaboration and proficiency within the team

• Support conflict management and change management

• Practice servant leadership

  Attributes & Characters

  Required

• Degree in an IT related field or 1-5 years of relevant work experience

• Experience with all or some of the following: ASP.NET, VB6, VB.NET, C#, HTML, IIS, JavaScript, jQuery, SSIS, SSRS, MS SQL, Access, Excel, SharePoint, Google Suite, FTP, Internet browsers, TCP/IP, Kafka, cloud technologies (Azure, AWS, GCP)

• Experience with internet access, servers, databases and file structures, and integration with back-end systems

• Able to work in a fast-paced environment

• Strong problem solving and troubleshooting skills

• Humility balanced with self-confidence

• Highly self-motivated and self-directed

• Able to effectively prioritize and execute while under pressure

• Resilient and curious, with a strong desire to keep learning and growing

• Customer service minded

• Effective verbal and written communication skills

• Effective technical writing skills

• Effective interpersonal skills, collaboration, and teamwork

  Preferred

• Experience with Cloud ERP systems. ideally Oracle

• Experience working in an agile software development environment, e.g. Scrum or Kanban

• Experience working in collaborative team environments

• Familiar with team collaboration and productivity tools, such as Google Workplace, Trello, Slack, etc.

• Experience with infrastructure, firewalls, active directory, and automations

Benefits available to you:

• Full insurance benefits package including Medical, Dental, & Vision

• Paid time off to foster work/life balance

• Profit sharing

• Bonus Pay opportunities

• Retirement funding opportunities

• Education reimbursement

• Health club reimbursement

• Career advancement opportunities

About Do it Best: We’re the only US-based, member-owned hardware, lumber, and building materials co-op in the home improvement industry. We proudly serve thousands of locations in over 50 countries, offering exceptional merchandise and services driving us to nearly $5 billion in annual sales. Our goal is to help our members grow and achieve their dreams.

Culture: Each team member is valued as an individual - with their intrinsic value at the forefront. We prioritize your career growth through one-on-one training, conferences, tuition assistance, mentoring and more. We encourage authentic relationships by hosting social events and fostering a culture where lasting friendships are made. In fact, the three most valued aspects of being a part of the Do it Best team are the culture, the compensation, and the level of fulfillment that each team member experiences from their role.

Our Philosophy: Serving others as we would like to be served Our Mission: Making the best even better Our Goal: Helping members grow and achieve their dreams