Application Support Analyst in Charlotte, NC at Sonic Automotive

Date Posted: 5/2/2018

Job Snapshot

Job Description

Overview


The Application System Analyst is a key member of the BT Production Support team dedicated to the support of our Primary business applications.  They will be responsible for configuration changes, monitoring, incident management, triage and ownership of all our Primary business application issues. This position works closely with the business process owners, business analysts, monitoring engineers, NOC engineers and customers to resolve and prevent application issues.
The ASA I will be part of a team that covers a (7) day a week from 7:00 AM (ET) to Midnight.


Essential Functions & Responsibilities



•         Active participation in the following:
o   Incident and problem management
o   Service Request management
o   Application monitoring

•         Responsible for setting up and configuration changes to Sonic’s products:
o   Microsoft and 3rd party applications
o   Custom inventory management system

•         Ability to be part of a team that covers a (7) day a week from 7:00 AM (ET) to Midnight
o   Shift 1 – Sunday, Monday, Tuesday and Wednesday.  7:00 AM (ET) to 6:00 PM (ET)
o   Shift 2 – Wednesday, Thursday, Friday and Saturday.  7:00 AM (ET to 6:00 PM (ET)
o   Shift 3 - Sunday, Monday, Tuesday and Wednesday.  1:00 PM (ET) to Midnight (ET)
o   Shift 4 – Wednesday, Thursday, Friday and Saturday.  1:00 PM (ET) to Midnight (ET)*
o   Shift 5 – Monday – Friday. 8:00 AM (ET) to 5:00 PM (ET)

•         Works closely with the help desk in creating and managing the necessary knowledge base articles.

•         Works closely with the NOC and Dealership services manager to create and monitor the Primary business applications

•         Able to work independently and manage and prioritize multiple ongoing project tasks

•         Effectively communicate incident status, changes, and issues to the relevant parties and stakeholders

•         Provide technical insight to the organization & answer technical questions from the Business

•         Accountable for the successful and timely delivery of all assigned incident tasks

•         Capabilities
o   Technical knowledge
o   Business awareness
o   Cultural awareness
o   Service awareness, preferably IT Infrastructure library (ITIL) certification
o   Investigation and diagnostic skills (the Sherlock Holmes factor)
o   Support tool knowledge

•         Personal attributes
o   Communication skills and active listening
o   Documentation skills
o   Empathy with users
o   Acceptance of ownership
o   Patience and understanding




Qualifications
 

•         2 years in help desk support experience

•         Knowledge of and experience with the ITIL Service Management framework

•         Experience with SQL and Network tools for troubleshooting issues preferred

•         Experience with O365 email and Exchange administration & support

•         Strong soft skills – verbal, written, collaboration and team building

•         Bachelor’s degree

•         Problem solver with the initiative to think critically to identify improvement opportunities

•         Demonstrated ability to organize, coordinate, and execute on details.

•         Demonstrated ability to work effectively in teams and as an individual contributor.

•         Ability and willingness to travel 20%
 
 


 

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