Business Applications Specialist

PRIMARY FUNCTION: Primarily responsible for delivering support to company end users assisting them with various software programs efficiently and effectively, fulfilling business objectives. Will have one or more primary systems of which they are subject matter expert and one or more secondary systems where they are knowledgeable enough to provide backup support to other Business Application Support Specialists. Responsible for assisting in various projects or initiatives, completing assigned tasks geared toward meeting project objectives or initiatives. Core business applications supported: MTech Amino/Protein/FLO RESPONSIBILITIES AND TASKS: Strategy & Planning Review and analyze effectiveness and efficiency of assigned system and develop strategies for improving and further leveraging these systems. Create and deploy feedback mechanisms for end users: analyze results, make recommendations for improvement, and implement changes. Evaluate documented resolutions and analyze trends for solutions to prevent future problems. Acquisition & Deployment Conduct research into software application products and services in support of development and purchasing efforts. Provide support for testing new and existing software applications under development or consideration for purchase. Operational Management (Primary) Provide 2nd tier technical and functional support for business applications to defined service level agreements while following all I.T. policies and procedures, often within tight deadlines. Field incoming problem tickets from end users to resolve application and software related issues within assigned systems. Monitor support ticket queues ensuring tickets are addressed in appropriate response time based on urgency of issue, and updating tickets for resolved issues or requests as closed. Coordinate activities with end user, help desk, infrastructure, application development, database services, and 3rd party vendor support to resolve issues. Provide updates, statuses and completion information to I.T. management and staff, and key stakeholders. Record, track and document problem-solving process, including successful and unsuccessful decisions made and actions taken to final resolution. Post software updates, drivers, knowledge bases, and FAQ resources on company intranet. Escalate issues to 3rd tier resources (i.e. Developers, DBA’s, Server Admins, Network Admins, etc.) as necessary. Test fixes and perform post-resolution follow-ups ensuring resolution of problems. Identify and learn appropriate software applications used and supported by organization. Develop and provide Best Practices to assist in daily operations and problem resolution. Report application issues to vendors, and monitor and test resolutions of issues. Serve as liaison for issues, projects and planning between company and software vendor. Coach Help Desk members, providing knowledge and resources to enable them to resolve problems before escalating issues. Participate in I.T. On-Call Rotation scheduling. Operational Management (Secondary) Assist with user testing / training to resolve persistent issues. Perform SQL query or basic report writing for purpose of researching and troubleshooting reported issues. Work with Developers, DBA’s, and Server/Network Engineers to maintain and enhance performance of new and existing software and applications across the organization. Participate in design, development and delivery of software applications training programs. Ensure software processes are fully utilized maximizing effectiveness of system per Best Practices. As needed, visit complexes to train personnel in software system and operational processes. Provide/recommend innovative ideas, processes, enhancements and modifications to improve existing applications. Interact with business segments determining data, performance and other application related issues. Provide support for implementation of application upgrades, service packs and patches. SUPERVISORY RESPONSIBILITIES: None. This is an individual contributor position. Competencies required: Functional/Technical Skills, Action Oriented, Problem Solving, Learning on the Fly and Interpersonal Savvy. MINIMUM EDUCATION AND EXPERIENCE: Bachelor’s Degree in the field of Computer Science, Information Systems or related field from an accredited institution OR equivalent combination of education and experience. Minimum 5 years customer service experience providing technical application support. Minimum 5 years ERP systems experience. Minimum 3 years business processes experience within a poultry live operations, manufacturing, purchasing and/or accounting environment. PREFERRED EDUCATION AND EXPERIENCE: Experience with the following: MTech Amino/Protein/FLO including interfaces with Feed Mill solution Beta Raven, strongly preferred. Experience implementing and/or upgrading major business applications. Including analysis, design, configuration, SQL development, reporting, User Acceptance Testing, Training, Rollout and Support. Experience with business processes in poultry Live Operations within a vertically integrated poultry environment preferred. TRAVEL REQUIREMENTS: Approximately 25% travel with possibility of increased travel during system upgrades and changes. REQUIRED TECHNICAL SKILLS: Proven experience troubleshooting principles, methodologies and issue resolution techniques. Working knowledge of operating systems within Citrix and Microsoft environments. Working knowledge of Cloud, SaaS, Browser based business applications. Proficient knowledge of report writing utilizing SQL and standard reporting tools. Working knowledge of systems integration including mapping source data to target data and developing translation logic using ETL tools MTech MTDTS or MS SSIS. Strong working knowledge of Microsoft Office Suite (Office 365) including SharePoint. Ability to navigate and generate SQL queries using standard tools and basic knowledge of Microsoft SQL Server 2012/2016/2019. Solid understanding of various IT methodologies (i.e. Project Management, Change Control, and Systems Development Life Cycle). SAFETY REQUIREMENTS: • Follow departmental and company safety policies and programs • Wear required protective equipment in all areas where mandatory REQUIRED PROBLEM-SOLVING SKILLS: Proven analytical, evaluative, and problem-solving abilities. Ability to define problems, collect data, establish facts, and draw valid conclusions. Ability to interpret an extensive variety of technical instructions in written or diagram form and deal with several abstract and concrete variables. Ability to understand and interpret data while drawing logical conclusions based on available inputs. Critical thinking skills in standardized situations as well as non-routine problems. PHYSICAL REQUIREMENTS: • Ability to remain stationary working on computer for extended periods • Ability to work non-standard shifts (holidays, weekends and/or extended shifts) as required by business need • Periodic travel to field locations to provide training, support, project work as needed • On call average of 2 week time period per year We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. A career that makes an amazing difference starts at Wayne-Sanderson Farms. Formed from two leading poultry companies with humble roots in farm supply and feed manufacturing, Wayne-Sanderson Farms is built on over a century’s worth of industry expertise and excellence in operation. Our family at Wayne-Sanderson Farms is now more than 26,000 team members and over 2,000 family farmers strong, and still growing as the nation’s third largest poultry producer. By starting your career with a leader in the industry, you can develop your skills in a wide variety of operations while enjoying unique benefits such as our professional development opportunities. Make an impact on a global scale by feeding a growing world with Wayne-Sanderson Farms by applying online today.