Job Description


Category : IT Technical Support

Location/City : MA - Agawam


GENERAL SUMMARY: The Application Support Specialist supports all end users of Microsoft NAV, Jet Enterprises reporting tools, Office Products and Telephony. This will include error resolution, process research, training, documentation and input into process procedures required to perform job duties in all locations. Provide project direction support and execution for Jet Enterprises, EDI, SharePoint and Telephony Areas.

ESSENTIAL JOB FUNCTIONS:

  • Solve customer business application issues. If unable to solve, escalate to the vendors and monitor until resolution is reached in accordance with IT Department's standard operating procedures
  • Communicate effectively with customers to accurately understand their needs and priorities to resolve issues in a timely manner.
  • Organize and perform analysis, testing and documentation of Jet Enterprise cube changes. Understand user needs and develop solutions to enhance the use of information.
  • Primary contact for all security within NAV including table and process access.
  • Educate customers via formal and informal trainings. This will include generating periodic tips given to all users, and continuous improvement of the end user experience.
  • Provide support for EDI communications and trading partner setup.
  • Provide off hours support as required by the business.
  • Assist Business Owners with developing, improving and the "roll out" of SharePoint.
  • Application Support with Telephony in all Locations.

KNOWLEDGE, SKILLS AND ABILITIES:

  • High level understanding of corporate business environments and the day-to-day practices of a multi-site operation
  • Strong customer focus - includes the ability to balance the needs of the customer with the needs of the business as well as fostering a strong customer focus mindset.
  • Excellent written and oral communication skills to explain problems or answers to all levels of the organization
  • Strong Fact Based Decision Making skills - supports decisions with data and uses data to solve problems
  • Ability to turn abstract process designs into usable business tools
  • Strong execution skills - can provide support without removing responsibility, monitors progress to ensure achievement of goals, coordinate with other work groups.
  • Fosters Teamwork - values all employee's contributions, involving team in decisions that affect them and discourages "we" vs. "them" attitude.
  • Computer skills is a must, specific proficiency in Excel, Word, PowerPoint, Internet and email.

EDUCATION AND EXPERIENCE:

  • Minimum of two years college focusing on IT related courses (or equivalent)
  • Two years of experience with a broad range of business applications
  • One-Three years of business / ERP software experience or support (manufacturing systems a plus)
  • Presentation & training experience
  • Ability to perform technical writing and customer documentation
  • Telephony/Avaya experience is a plus

Application Instructions

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