Senior User Support Analyst I

What you will do

As a Senior User Support Analyst, you will guide field employees in the use of BSNA software applications and business processes in a fast paced, changing environment. You will work closely with IT programmers, Business Leadership and other headquarters departments to ensure that customer needs are fulfilled in order to remove roadblocks to executing the business.

How you will do it

• Provide direct support to the BSNA Field Organization, through the timely resolution of Support Requests.
• Maintains steady communication with customers throughout the resolution process and provides detailed direction with assistance from BNSA Business Leadership, where necessary.
• Works with North America BSNA Business Leadership and other JCI departments to accomplish common, strategic goals.
• Mentors User Support Associates in learning BSNA business applications and processes and assists in escalation when necessary.
• Provides input for the development of new tools and processes to aid in the day-to-day success of the business.
• Assist in User Acceptance Testing for supported applications and assists in the collection of data from various financial systems to support other BSNA Operations team members.
• Through on-going analysis, identifies trends and proposes long-term, strategic corrective action by providing input to BSNA Leadership and software programmers.
• Creates supporting documentation for the timely resolution of incoming support requests.
• Maintains documentation in shared filing system.
• Assists with development or delivery of training material for the BE-BSNA Operations programs.
• Follows established procedures and guidelines.
• Promotes the adherence to JCI's safety and ethics policies.

What we look for

• Bachelor's degree in Business or Finance preferred with a minimum of 5 years progressive work experience in the field or Minimum 5-8 years of service industry experience managing or supporting BSNA truck-based operations.
• Working knowledge of NxGen, IBS and Certified Payroll / Prevailing Wage.
• Excellent analytical and problem-solving capabilities with a strong desire to help others achieve their goals.
• Must be a willing team player and be able to effectively interact and communicate with a variety of customers from a wide range of backgrounds.
• Must be comfortable working in a fast-paced environment where change is frequent.
• Must be a self-starter, with the ability to work independently.