IT Application Support Specialist (On-site)

Mastronardi Produce pioneered the commercial greenhouse industry in North America, and we’re now the leading greenhouse vegetable company on the continent. Our award-winning, flavorful produce is packed under the SUNSET® brand and is available at leading grocery retailers across North America. Family owned for over 65 years, we pride ourselves on having the most flavorful products and the best people in the industry. We are constantly pushing boundaries to be a leader in fresh produce innovation. We seek individuals that demonstrate our PRIDE values (Passion, Respect, Innovation, Drive, Excellence) to help us fulfill our mission to inspire healthy living through WOW flavor experiences.

Our Corporate office in Livonia, Michigan is currently seeking an Applications Support Specialist to join our Innovative Information Technology team! The Application Support Specialist is responsible for providing technical support and assistance for the organization's applications. This role requires a strong technical background, excellent problem-solving skills, and the ability to collaborate with stakeholders to ensure the efficient and effective use of applications. The Application Support Specialist plays a critical role in ensuring the availability, performance, and user satisfaction of key applications.

Non-Negotiable Traits:

To perform the job successfully, the incumbent’s behavior must be consistent with the five Non-Negotiable Traits expected of all Mastronardi Produce employees: Be passionate; have absolute integrity; be self-motivated and determined; be a team player and behave as a professional.

Primary Responsibilities:

• Provide technical support to end-users for application-related issues, troubleshooting and resolving problems in a timely manner.
• Collaborate with cross-functional teams to diagnose and resolve application-related incidents and service requests.
• Document and track support issues, resolutions, and workarounds in a ticketing system, ensuring accurate and up-to-date information.
• Prioritize and manage support requests based on their impact and urgency, ensuring timely and effective resolution.
• Perform application installations, configurations, and upgrades, following established procedures and best practices.
• Monitor application performance and availability, proactively identifying and addressing issues to minimize downtime and disruptions.
• Coordinate with application vendors and service providers to escalate and resolve complex technical issues.
• Develop and maintain knowledge base articles, user guides, and training materials to enhance end-user support and self-service capabilities.
• Conduct user training and orientation sessions to promote effective application usage and maximize user productivity.
• Collaborate with business stakeholders to gather requirements, provide technical advice, and recommend application enhancements and improvements.
• Assist in the testing and validation of application changes, updates, and patches to ensure their compatibility and minimize risks.
• Participate in the development and implementation of application support strategies, including incident management, problem management, and change management processes.
• Conduct root cause analysis for recurring or critical application issues, and recommend preventive measures and solutions.
• Stay updated on application updates, releases, and new features, and provide guidance on their potential impact and benefits.
• Assist in the evaluation, selection, and implementation of new applications or application modules.
• Monitor and enforce application security policies, ensuring compliance with relevant regulations and industry best practices.
• Collaborate with stakeholders to define and maintain application service level agreements (SLAs) and ensure adherence to them.
• Act as a liaison between business users and technical teams, facilitating effective communication and understanding of requirements.

Qualifications & Experience:

• Bachelor's degree in computer science, information systems, or a related field.
• Minimum of 3 years of experience in application support or related roles.
• Strong technical knowledge and experience in supporting enterprise applications.
• Excellent problem-solving and troubleshooting skills, with the ability to analyze and resolve complex technical issues.
• Proficiency in using ticketing systems to manage and track support requests.
• Solid understanding of application installation, configuration, and upgrade processes.
• Familiarity with application monitoring and performance optimization techniques.
• Experience in coordinating with application vendors and service providers for issue resolution.
• Strong knowledge of IT service management frameworks, such as ITIL.
• Excellent communication and interpersonal skills, with the ability to effectively communicate technical concepts to non-technical stakeholders.
• Ability to collaborate and build strong relationships with business users, IT teams, and vendors.
• Experience in gathering and documenting business requirements and translating them into technical solutions.
• Familiarity with application testing and validation processes.
• Knowledge of application security principles and best practices.
• Ability to conduct user training and provide technical guidance to end-users.
• Familiarity with incident management, problem management, and change management processes.
• Strong organizational and prioritization skills, with the ability to manage multiple support requests simultaneously.
• Experience in participating in disaster recovery and business continuity planning.
• Familiarity with data migration and system integration processes.
• Relevant certifications, such as ITIL Foundation, are advantageous.
• Experience in interacting with business stakeholders to understand their requirements and provide effective technical support.

Please note: Mastronardi Produce has accommodation processes and policies in place and provides accommodation for employees with disabilities. If you require a specific accommodation because of a disability or documented medical need, please contact the Human Resource office so that arrangements can be made for the appropriate accommodation to be put into place.