Application Support Analyst

Position Overview:

The Application Support Analyst will be tasked with offering technical assistance for incidents escalated beyond the service desk, which involves diagnosing issues with applications and software for end users. The Maximo Analyst will also contribute to project initiatives and engage in tasks involving software configurations and data translation activities. This is an on-site position in Memphis TN.

Responsibilities:

Handling incoming technical support tickets from users to address application and software issues

Conducting account administration tasks related to maintenance and reliability technologies

Taking technical support calls and documenting support tickets as needed

Recognizing opportunities for enhancing related technologies and documenting them

Informing key stakeholders, such as management, development teams, users, and unit leaders, about application problems and issues

Recording, tracking, and documenting the problem-solving process, including successful and unsuccessful decisions and actions taken, until final resolution in the IT service desk system

Testing solutions and conducting follow-ups after resolution to ensure issues are fully addressed

Assisting in developing and maintaining user manuals and guidelines

Performing preventative maintenance, including installing service packs, patches, hot fixes, etc.

Analyzing and evaluating existing business systems and procedures

Consistently writing, translating, and coding software programs and applications based on specifications

Collaborating with vendors for efficient implementation of new software products or systems and resolving any adaptation issues

Working with colleagues in the department to determine the best approaches for issue resolution

Qualifications:

Certificate, Diploma, or Degree in Information Technology, Engineering, or Management Information Systems from an accredited institution, or a minimum of 3 years of pertinent experience

Expertise in one or more of the subsequent technologies: relational databases and associated tools, Java programming, Websphere or similar middleware platforms, .NET framework, SharePoint/Office 365, Business Intelligence (BI), and/or reporting platforms

Familiarity with additional software such as IBM Maximo, other Enterprise Asset Management (EAM) or Computerized Maintenance Management System (CMMS) solutions, Emerson AMS, PTC/ThingWorx, OSIsoft Pi, or similar data historian systems is advantageous.

Utilizes expertise and abilities across various routine tasks

Addresses unique client inquiries and investigates with support from colleagues when necessary

Demonstrates problem-solving skills and evaluates solutions, adhering to standard operating procedures when applicable

Possesses strong organizational capabilities and adeptness in prioritization

Contributes effectively to team objectives, enhancing team efficiency

West Fraser is a diversified wood products company producing lumber, OSB, LVL, MDF, plywood, pulp, newsprint, wood chips, and energy with over 60 facilities in Canada, the United States, and Europe. We are the largest lumber producer in North America, a leading global manufacturer of wood-based panels, and the world's largest producer of oriented strand board (OSB).

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