Lead Analyst, Application Support

Company Description

Pilot Company is an industry-leading network of travel centers with more than 30,000 team members and over 750 retail and fueling locations in 44 states and six Canadian provinces. Our energy and logistics division serves as a top supplier of fuel, employing one of the largest tanker fleets and providing critical services to oil operations in our nation's busiest basins. Pilot Company supports a growing portfolio of brands with expertise in supply chain and retail operations, logistics and transportation, technology and digital innovation, construction, maintenance, human resources, finance, sales and marketing.

Founded in 1958 by Jim A. Haslam II and currently led by CEO Adam Wright, our founding values, people-first culture and commitment to giving back remains true to us today. Whether we are serving guests, a fellow team member, or a trucking company, we are dedicated to fueling people and keeping North America moving.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other characteristic protected under applicable federal, state or local law.

Military encouraged to apply.

Job Description

The purpose of this job is to use in-depth knowledge and experience to lead the day-to-day functions of a Level 2 information technology (IT) support team and to increase the effectiveness and efficiency of the incident and problem management process.

1. Develop and maintain an effective, comprehensive service process that    includes supporting policies, controls, metrics, procedures, and training for teams to address crisis management (e.g., service disruptions, outages)
2. Direct the Level 2 team to create solutions and automation for ongoing improvements to increase the effectiveness and efficiency of the incident and problem management process
3. Communicate and collaborate with IT partners to coordinate release and resolution efforts across the Level 1 and Level 2 teams
4. Establish, manage, and adhere to service level agreements (SLAs) with internal business partners and third parties
5. Lead oversight of third-party vendors’ work to ensure vendors fulfill contractual commitments and statements of work
6. Provide and maintain support documentation for knowledgebase updates to be used by Level 1 and Level 2 teams
7. Coach and mentor support team members towards productivity and effectiveness
8. Serve as a subject matter expert and maintain your own knowledge of current industry trends and developing technologies
9. Understanding of REST and SOAP APIs
10. Understanding and/or experience in Mobile Applications.
11. Understanding of MuleSoft Product
12. Experience using Anypoint Platform – API Manager, Runtime Manager, Exchange etc

Qualifications

• Bachelor’s degree or associate degree required; field of study in business or technology preferred
• 5 plus years’ experience in related field required
• Windows
• Microsoft Office
• Microsoft .Net (Development Standards and Practices)
• SaaS Platforms
• SQL
• ITSM
• ITIL
• SLA Management
• Vendor Management
• MuleSoft
• Excellent problem solving skills in order to diagnose, evaluate and resolve complex problem situations
• Excellent analytical skills to quickly identify complex cause and effect situations
• Ability to make decisions independently to determine the appropriate course of action for issues with applications, processes, data, and reports
• Ability to work in a fast-paced environment and manage multiple responsiblities simultaneously
• Provide excellent customer service
• Ability to work independently as well as a team environment
• Ability to collaborate and build consensus within a team, fostering a positive atmosphere
• Well organized with attention to detail

Additional Information

• Travel required less than 5%
• General office work requiring sitting or standing for long periods of time