System Analyst

Job Summary: The Application Support Analyst I (ASA) for specialized knowledge and expertise in one or more technologies or applications within the production environment. This role is responsible for the administration and maintenance of production software systems and providing additional background towards the capabilities and operation of such systems in troubleshooting scenarios. The position will entail some programming, system administration skills, and the ability to analyze technical errors, as well as diagnose and find the root cause of the error. Once the issue has been identified the ASA will either solve it or forward the problem to the appropriate individuals to whom the responsibilities lie.

Successful applicants should have experience with reading and writing SQL code. This ability is fundamental to performing critical job duties. Applicants should also have intermediate to advanced skills in Microsoft Excel such as using custom macros and formulas to convert and modify large amounts of data. Experience in reading and evaluating systems, application, and error logs is desired. Applicants must have strong command-line skills and experience with UNIX and Windows Server operating system platforms. Experience with multiple database platforms such as Informix and Microsoft SQL Server are preferred.

The Application Support Analyst Iwill provide support to end users in the organization about how to use various types of software programs efficiently and effectively in fulfilling business objectives. This includes troubleshooting applications and software for all internal customers, such as operations, development, and other business units. The ASA is also responsible for assisting in the design, delivery, and improvement of in-house software application training programs and related courseware.

Essential Job Functions:

• Identify and learn appropriate software applications used and supported by the organization.
• Provide support for the testing of new and existing software applications under development or consideration for purchase.
• Field incoming problem tickets from end users to resolve application and software issues.
• Document all pertinent end user identification information, including name, department, contact information, and nature of problem or issue.
• 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.
• Evaluate documented resolutions and analyze trends for ways to prevent repeated future problems.
• Communicate application problems and issues to key stakeholders, including management, development teams, end users, and unit leaders.
• Works with application vendor support and professional service organizations to research, analyze, implement and test potential application upgrades, configuration changes, enhancements or bug fixes.
• Test fixes and perform post-resolution follow-ups to ensure problems have been adequately resolved.
• Coordinate with department heads to assess departmental application training needs and objectives. Applicants should have some project management experience.
• Post software updates, knowledge bases, and frequently asked questions to assist in problem resolution.
• Maintain appropriate levels of technical and procedural documentation.
• Adhere to appropriate departmental procedures and practices (such as auditing requirements, control procedures and incident management procedures).
• Work in partnership with other departments as required ensuring correct exchange of knowledge and successful transition of developments into production.
• Work with project teams to investigate complex issues, identify and implement solutions to re-occurring problems.
• Function as technical subject matter expert (SME) for support of applications in production environment and act as a technical resource in projects.
• Technical escalation resource to Help Desk.
• Communicates and coordinates with other Application Support staff, business leadership and Project Manager to ensure appropriate integration of processes and applications.
• Records all activity and other pertinent information for work requests, break/fix and projects for the purpose of tracking, analyzing and escalating.
• Testing of applications, upgrades, and patches prior to introduction to production environment.
• Possess a "Do what it takes" attitude with the flexibility to work beyond the typical work day as required, evenings, weekends, etc.
• Provide mentorship and training to other team members in areas of expertise.
• Provide 24/7 Level II support for their respective applications as required to keep critical applications and systems operational.
• Responsible for working during normal business hours, in the typical work week, as well as extra time as needed to fulfill job duties through regular attendance.
• Ensure all aspects of company policy and procedures in regard to good business and department practices are followed.
• Other duties, as assigned.

Qualifications:

Required:

• Strong knowledge of the organization, its functions, responsibilities and procedures.
• Proven leadership skills.
• Demonstrated ability to identify potential issues and develop proactive solutions.
• Must have interpersonal skills, including the ability to establish and maintain effective working relationships with team members and subordinates.
• Experience working in a team-oriented, collaborative environment.
• Experience with Microsoft Office products
• Experience with diagnostic utilities to aid in troubleshooting.
• Experience with a systematic approach towards software testing
• Has knowledge of commonly used concepts, practices and procedures within retail and wholesale industries?
• Must possess a superior work ethic with a desire to succeed and initiative to self-direct.
• Ability to effectively prioritize and execute tasks in a high-pressure environment.
• Ability to multi-task, work under pressure, handle interruptions but maintain flexibility with attention to detail.
• Ability to follow instructions, as well as delegate work to others when necessary.
• Good analytical and problem-solving abilities
• Ability to present ideas in a business-friendly and user-friendly language.
• Very strong customer service orientation
• Ability and desire to absorb new ideas and concepts quickly.

Preferred:

• Has knowledge of commonly used concepts, practices and procedures within retail and wholesale industries.
• Display strong inter-personal, verbal and written communication skills.
• Basic knowledge of programming languages and techniques
• Knowledge of trends in technology relating to software applications

Food City is a privately held, family-owned company with a driving mission to "run the best store in town." Dedicated to giving back to the communities we serve, we encourage our associates to get involved with their local civic organizations.

We consider our associates to be our greatest asset. Over 13% of the company is currently owned by our associates through our employee stock ownership plan, promoting tremendous pride in the services and products we provide.

Whether your passion is baking, accounting, or trucking, Food City has a promising career opportunity for you. We offer flexible schedules to ensure our associates have ample time to spend with family and friends. Many of our part-time associates are students still pursuing their education, who ultimately go on to work full-time for our company in various roles after graduation.

If you're looking for a great career or the opportunity to try something different, consider becoming part of the Food City family.