Application Support Analyst in Charlotte, NC at Sonic Automotive

Date Posted: 8/8/2018

Job Snapshot

Job Description

Application Support Analyst

 You're serious about your career, and rest assured you've come to the right place. At Sonic Automotive Inc., you'll find the opportunities, resources, and support you need to grow and develop professionally. Our 100 dealerships are concerned with more than moving inventory; they're committed to your success and invested in your future. So read on, and consider a rewarding career with Sonic Automotive, Inc.

The Application Support 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, 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 will be part of a team that covers a (7) day a week from 8:00 AM (ET) to Midnight and an afterhours call rotation

•         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

•         Responsibilities and functions may change at the discretion of management based on business needs.

•         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

•         Perform all other related duties as assigned by Management.

•         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


•         2 years in help desk support experience

•         Knowledge of and experience with the ITIL Service Management framework

•         Experience with O365 email and Exchange administration & support

•         Experience with SQL and Network tools for troubleshooting issues preferred

•         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.
 It's time to make the most important move of your career.  From our cooperative, team-based approach, to our more than 1,000 internal advancements each year, it's easy to see the difference. When you join our organization, you'll enjoy comprehensive training, competitive compensation, and unparalleled benefits. Simply put, you'll experience the best that a career in the automotive industry has to offer.


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