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L2 Support Analyst

Company: Veritiv
Location: Fairfield
Posted on: November 24, 2022

Job Description:


Job Summary and Scope:

The L2 EDI Application Support Analyst provides technical support and incident management to users of EDI applications. This role is responsible for receiving, entering, troubleshooting, prioritizing, escalating, and updating all IT incidents involving applications and software.

This position will need to develop a good understanding of how our applications work and how work together through integration. We are looking for a Support Analyst that is proficient in support analysis and process improvements. The primary focus of the Support Analyst is to responsible for working as part of a support team collaborating with business users, IT resources and support vendors to resolve application issues. The SA position is accountable for monitoring alerts and support SLA's. Attending weekly business user group meetings to help understand and resolved outstanding business support issues. An SA is required to learn business processes, create documentation and learn cross functional duties.

May act as a lead on selected assignments to include: preparation of simple project plans, coordination of multiple resources and reporting project status.

Job Responsibilities:

* Provide dedicated L2 support for IT incident resolution to customers by receiving, entering, troubleshooting, prioritizing, escalating and updating IT incidents.

* Create and maintain Knowledge Artricles for legacy and web-based applications that can be used by all levels of IT as well as the end user

* Effectively utilize and demonstrate the use of tools such as the Service Now to manage Incidents through resolution using the knowledge database, minimizing the impact and cost of IT issues

* Has an understanding of the business/process area as well as knowing and understanding how to work with other IT groups to accomplish goals

* Properly escalate unresolved Incidents to the next level of support.

* Follow up with partners, provide feedback and see problems through to resolution

* Interacts with internal customers to create relationships that deliver value

* Participate in special projects as an individual contributor to complete tasks as assigned

* Develop relationships with business users and support vendors collaborating with them to resolve support issues.

* Work with EDI support vendor to resolve any operational issues.

* Liaison between EDI Support and internal business users

* Work closely with the business, IT and support vendors to schedule upgrades, patching and maintenance.

Required Experience/Education: (List years of experience, education/ certification (minimum and preferred), prior required experience, etc. Identify specific tools or equipment used to perform the job.)

* Bachelor's degree ( preferred ) and/or related experience

* Knowledge of designing, mapping, and migration of data between systems

* Experience with SQL queries and PL/SQL procedures in MS SQL Server

* 5 years of business work experience or analyst / support experience with EDI, EDI Translation and general knowledge of supply chain management

Technical Skills

* SME in business applications / systems / specific technology

* Effective written and verbal communication skills

* Ability to interact and communicate effectively with business and technical liaisons

* Excellent research skills

* Self-directed and self-motivated

* Excellent analytical problem solving abilities and troubleshooting skills.

* Knowledge of business applications and EDI approach a plus.

* Experience with EDI, EDI Mapping and EDI Translation

Working knowledge of EDI standards (X12, XML)

Soft/ Behavior Skills

* Excellent interpersonal and communication skills and proven ability to work effectively with all organizational levels

* Ability to effectively drive business, culture, and technology change in a dynamic and complex operating environment

* Ability to lead, manage and coach staff

* Strong leadership, business, technical, analytical, problem solving and verbal and written communication skills

* Proven track record of successful team leadership and development

* Ability to balance what is "right" with what is "realistic"

* Ability to stay focused on identified priorities

* Ability to make decisions in situations of ambiguity and the absence of complete facts

* Take accountability for assignment completion


Veritiv is an Equal Opportunity/Affirmative Action employer. Individuals seeking employment are considered without regards to race, ethnicity, color, creed, religion, sex, sexual orientation, marital status, age, disability, gender identity or expression, genetic information, national origin, protected veteran status or any other classification protected by law. Additionally, Veritiv will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with Veritiv's legal duty to furnish information. If you would like more information about your EEO rights as an applicant, please click here: http://www.eeoc.gov/employers/upload/poster_screen_reader_optimized.pdf


Veritiv is an Equal Opportunity/Affirmative Action employer.

EEO Policy US - EEO Policy Mexico

This description does not attempt to define the job's essential functions as defined by applicable disabilities law.

Keywords: Veritiv, Fairfield , L2 Support Analyst, Professions , Fairfield, Ohio

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