IT Support Analyst I

Would you like to join the Logistics Company for the World? Have you often wondered how products get from point A to point B? DHL Supply Chain does just that.

Become an essential part of everyday life, by contributing to an organization that is Connecting People and Improving Lives. If you have a passion for people, a desire to problem-solve, and eagerness to pursue continuous improvement opportunities... we look forward to exploring career possibilities with you!

Job Description

The primary purpose of this role is the implementation of software applications and the support, administration, and maintenance of existing software applications. Provides documentation and training for existing applications when required. Participates and has the ability to provide leadership for disaster recovery exercises. Performs application development tasks when needed for root cause resolution while keeping within established development standards. Collaborates with senior support analysts and developers, and mentors junior staff as needed. Attends status meetings and/or regularly communicates progress against support activities.

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  Resolves production support issues in a timely manner, including during non-business work hours
• Participates in 24/7 on call support responsibilities including maintenance windows and disaster recovery drills
• Analyzes and provides technical support for moderate to complex application support issues.
• Works with software vendors and developers to resolve highly complex application issues.
• Performs troubleshooting, debugging and testing of application software
• Configures and installs software and code in accordance to change management policies and procedures
• Upgrades and migrates existing applications to new versions and new infrastructure.
• Installs software patches and ensures best practices are used for software patching.
• Analyzes support issues to identify repeat issues and proactive measures to prevent reoccurrences.
• Develops and installs appropriate proactive solutions for the prevention of reoccurring issues.
• Proactively suggests ways of improving system stability, availability, performance, and reliability.
• Ensures the continuity of the business processes supported by one or many applications/services.
• Communicates effectively with application users to relay incident and problem progress and proposes creative solutions as necessary.
• Communicates effectively with manager, peers, and internal customers to relay status of work and raise challenges, concerns, questions, and issues as necessary.
• Collaborates with developers to help author standard process and support related documents.
• Understands database architecture, distributed infrastructure and various network technologies to support robust and scalable solutions for the organization.
• Conducts issue review meetings with appropriate resources.
• Establishes priorities and executes to achieve results.
• Creates software release notes, support documents, and user documentation.
• Performs simple to moderate application development tasks as needed and conforms to the relevant application development policies and procedures

Required Education and Experience

• Bachelors Degree in relevant field or 10+ years IT experience, required
• 5+ years of progressive experience in an IT environment, required
• Relevant certifications (ITIL, Oracle, IBM, Microsoft, etc.), preferred

Our Organization has a business casual environment and focuses on teamwork, associate development, training, and continuous improvement. We offer competitive wages, excellent affordable insurance benefits (including health, dental, vision and life), 401K plan, paid vacation and holidays.

Our Organization is an equal opportunity employer.