Application Support Analyst (IT)

IMI plc

We are a global specialist engineering company that creates breakthrough solutions. We are curious and like to solve problems, partnering with our customers to solve the demands of today and prepare for the challenges of tomorrow. Weembrace innovation and care about outcomes that are good for business, everyday life and making a better world – creating lasting impact for everyone.

We design, build and service highly engineered products in fluid and motion control applications. We focus on five market sectors: Industrial Automation, Process Automation, Climate Control, Life Science and Fluid Control, andTransport.

Our partnership approach breaks through problems and reduces complexity. We don’t invent in isolation – we collaborate with our customers. We listen closely and we think differently, creating space for diverse minds to innovate. We are working together to make businesses safer, more sustainable and more productive.

Role Overview

The Application Support Analyst aims to optimize and maintain the operation of IT applications within the organization, being an interlocutor between the needs of the business and the technical support team to design solutions and implement new applications in order to increase productivity and efficiency to meet business objectives.The Application Support Analyst is a key point of contact in the business to address IT application issues, which requires interacting with business stakeholders, understanding the issues, and then driving their resolution using the organization's IT resources.

Work Environment

On site

Key Responsibilities

1. Supporting end users by diagnosing and resolving system problems and errors. This may involve working closely with other IT support teams.
2. Proactively collaborate with key business stakeholders to stay on top of any significant IT issues impacting the business.
3. Analyze existing business processes and recommend improvements or optimizations.
4. Assess the need for customization or application development to meet specific business requirements.
5. Maintain detailed documentation of system configurations, business processes, and changes for future reference.
6. Train end users on how to effectively use business applications to perform their tasks and responsibilities.
7. Collaborate closely with IT support providers when necessary to ensure the successful implementation of key enhancements.
8. Monitor the ServiceNow application support ticket queue and manage application incidents and requests, meeting agreed SLAs for ticket resolution.
9. Ensure that applications are kept in a supported version.
10. Contribute to the achievement of the organization's environmental objectives through proper compliance with internal environmental procedures and policy, as well as the legal and governmental requirements that apply in environmental matters, as well as provide support to the person responsible for the environmental management system.

Critical Competencies for Success

Education and Experience:

1. Schooling required: Computer Engineering, Computer Systems or equivalent.
2. 8 Years of experience in IT areas
3. Advanced knowledge in MS SQL Server (Transact SQL).
4. Extensive experience in ERP modules such as Sales & Distribution (SD), Materials Management (MM) and Production Planning (PP).
5. Advanced English
6. Experience in JDE desirable.
7. Experience in ERP integration with WMS (e.g. RFSmart), MES, CRM, EDI and logistics/shipping software.
8. Knowledge of databases such as MS SQL Server, IBM DB2, Oracle and MySQL Experience working with label automation (e.g. Bartender), label printing and barcode solutions.
9. Knowledge in ASP.Net programming (C# and VB) and Python.

Competencies:

1. Knowledge of the organization's business processes and requirements,
2. Ability to distinguish between a failure in the process vs. the user's ignorance of the process
3. Effective communication with technical teams and non-technical stakeholders.
4. Work collaboratively with cross-functional teams and users.
5. Ability to distinguish between a failure in the process vs. lack of knowledge of the user in the request
6. Be open to learning, adapting to technological changes and business processes.
7. Integration of work teams and project management capabilities.
8. Desired instructor skills.

Software

1. JDE desirable.
2. ERPs with WMS (e.g. RFSmart), MES, CRM, EDI and logistics/shipping software.
3. MS SQL Server, IBM DB2, Oracle, and MySQL
4. Knowledge in ASP.Net programming (C# and VB) and Python.

Health & Safety

The physical demands described within the Key Duties & Responsibilities section of this job description are required to perform the essential functions of this position. Reasonable accommodations may be made for individuals with disabilities. Please contact your local HR representative to discuss the specific Work Conditions and Physical Requirements of this role.

Health, Safety, and Environmental Duties – At IMI we are all personally committed to protecting our people, minimizing our impact to the environment, the communities we operate in and our company. All members of our workforce have the duty to ensure the health, safety and welfare of themselves, others, and the environment. Every employee is expected to follow all HSE operating procedures, also to challenge any observed behaviors or unsafe acts.

Code of Ethics

IMI requires the highest standard of ethics in all business dealings, particularly with customers, suppliers, advisors, employees, and the authorities. In accordance with the IMI Way: Our Code of Responsible Business.

Changes to This Job Description

IMI may amend this job description in whole or part at any time.

IMI is an equal opportunity employer. Qualified applicants will be considered without regard to age, race, creed, color, national origin, ancestry, marital status, affectional or sexual orientation, gender identity or expression, disability, nationality, sex, or veteran status.