IT Business Support Analyst

OverviewThe IT business support analyst is the main contact for computer hardware, software, network, and application installation, support, and IT related training. This role requires extensive familiarity with IT processes and procedures, effective communication, user support and project management. This role will be responsible for creating and refining business and systems requirements to address business opportunities and formulating documentation to support the development and implementation of the technical solution. In addition, the IT business support analyst works with a wide range of vendors, people, departments, and functions at a corporate and local facility level to elicit, validate, analyze, and document clear business services and processes. The IT business support analyst will act as the liaison and SME between business users and technology professionals to understand user needs and develop required reporting and data analysis.ResponsibilitiesYou will participate in implementation and support of the Company''s ERP solution, currently Sage 100. You will serve as a liaison between client and technical/project resources, to evaluate, deliver and support IT hardware, software, network, and application solutions.Participate in Evaluating a Technical solution and collaborate with other technical streams to implement solutions on the Company''s ERP (SAGE 100)Collaborate with team members, clients, and other stakeholders to review and refine internal processes.Use analytic skills to interpret and adapt complex information.Actively participate in problem resolution; setting priorities when appropriate and escalating issues when needed.Assist with production deployment planning.Assist users with ongoing support for hardware, software, network, and application solutions.Gather User support data and develop reports.Assist with and conduct discovery sessions with customers.Recommending roadmaps to close performance gaps and developing high level implementation plans.Gathering and analyzing business requirements to determine course of action.Aligning business requirements and best practices to implement a technical solution.Supporting new and refined existing business processes.Supporting Financial Service improvement projects and system configurations.Contributing to continuous improvement and development of processes and intellectual property.Deskside Support ResponsibilitiesWorkstation deployment and management, hardware and software setup, maintenance, upgrades, and support.Network deployment, management, and support.Maintain phone system.Troubleshoot and resolve hardware, software, and network issues.Keep updates on servers, switches, and software current.Maintain and update cyber-security software, virus, network, and data security protection on all company hardware and perform cyber-security training.Support shop floor hardware and software (printers, barcode scanners, PC, thin clients, tablets, etc.).Perform regular maintenance on IT related hardware.Maintain and administer users, user rights, and email accounts.GeneralAnalyze business processes and make recommendations for implementation and improvement(s).Own the technical product backlog with the Product Owner to ensure all teams have detailed requirements for the build, test, and deployment activities to be completed.Manage any impediments by engaging stakeholders and escalating as appropriate to keep the backlog moving forward.Gather critical information from meetings with various stakeholders and create reports to support recommendations.Assist with data analysis, user training, test planning, test scenarios, unit testing, business user testing, data setup, and triaging of defects.Serve as subject matter expert to provide estimates for complex projects and complete estimates for assigned components for projects, inclusive of timelines and project phases.Own the ongoing support of the deployed solutions, engage in regular business interactions for improvements and assist with bug fixes in case of production failures.Collaborate with business partners in developing training materials and performing training sessions.Collaborate with business and technology teams across the organization on product planning, project execution, status reporting and ongoing improvement initiatives.Ability to quickly understand and decompose financial, business, and technical concepts.Excellent analytical and problem-solving skills.Strong communication skills, including speaking, writing and active listening.Proven ability to work remotely and independently in support of associates.Fit within culture and company values: teamwork, innovation, integrity, service, ''can-do'' attitude, and speaking your ideas.Ability to analyze and document complex business processes.Ability to interact with all levels of the organization in a professional manner.Excellent ability to coordinate and prioritize daily work.Strong inter-personnel skills.Excellent client service skills.Ability to work in a team-oriented environment.Ability to maintain confidentially is mandatory.Ability to communicate clearly, timely, and accurately.Ability to develop and maintain cooperative working relationships.Ability to organize workload, adapt quickly to change, and deliver under the pressures of deadlines.Ability to operate basic office equipment.Potential for travel.Other duties as assigned.QualificationsPossesses knowledge in the areas of application programming, database, system design and SQL (primarily SSRS with knowledge of SSMS and SSIS).Visual Basic scripts/concepts to enhance data mining and integrations.3-5 Years of experience working with an ERP required; SAGE 100 experience preferred. Preferred knowledge of Tableau Business Intelligence Tools and Salesforce.Strong project management background/experience. Primary hardware, software, network, and applications supported:Dell, Lenovo, HP, servers, desktops, and laptopsHP, Epson, Brother, Zebra, Xerox, printers, and copiersUbiquity, Meraki, Aruba, CISCO switches and routersWatchguard FireboxesThin clients and Android tabletsVMwareActive DirectoryMS Windows Operating systems, MS O365 applications and toolsSage 100, UKG HR-IS application, Salesforce, TableauOther IT related hardware, software and applications as required by the business.EducationBachelor''s degree in information technology field required.We know skills and competencies show up in many ways and can be based on your life experience. If you do not necessarily meet all the requirements that are listed, we still encourage you to apply for the position.Strong IT hardware, software, networking, and application skills.Strong project management skills.Working knowledge of relevant operating systems, software, and programming.Excellent problem-solving and critical thinking skills.Good organization, project management, time management and prioritization skills.Effective communication skills, including speaking, writing and active listening.

Created: 2025-10-04