What are the responsibilities and job description for the Business Support Analyst position at D and H Distributing Co?
SUMMARY
A Business Support Analyst serves as second level escalation for application production issues raised to the Help Desk. This analyst is the bridge of communication between business stakeholders and IT staff for application issues. The analyst is responsible for troubleshooting reported issues, identifying root cause and determining remediation. This may require the analyst to coordinate across teams to complete and take actions to facilitate that remediation. All of this is done with a business oriented perspective to ensure customer satisfaction.
ESSENTIAL DUTIES AND RESPONSIBILITIES
- Primary support will be Logistics Processes
- Develop an understanding of the end users' current business processes (within area of support).
- Understand how system(s) functionality complements business processes.
- Prevent business impact due to issues.
o Actively monitor systems for indicators of issues.
o Identify patterns / trends that may become a problem.
o Troubleshoot production application issues raised by business users to determine root cause.
o Coordinate across appropriate business and IT teams to determine root cause and ensure appropriate individuals take necessary steps to remediate issue.
o Take point on communicating with business stakeholders during issue and once resolution is achieved.
o Maintain knowledge base for functional area.
o Create bug when application does not function per approved requirements / design. Lead user acceptance testing of bugs with business stakeholders.
o Propose enhancement opportunities to business analysts.
o Change Control.
o Security.
EDUCATION and / or EXPERIENCE
Education
Experience