The Systems Analyst (SA) is responsible for providing technical support and systems analysis for corporate and store systems via remote access, email, phone, or on-site visits. Support consists of consulting with end users to document their issues, requirements, and circumstances in the ticketing system, diagnosing issues, determining the best resolution path, and ensuring that their issues are resolved within our defined Service Level Agreements (SLA). The SA is responsible for collecting and resolving ticket data and issues from third-party vendor partners, analyzing data, identifying trends for systemic problem resolution, and attending vendor ticket reviews. The SA performs monthly analysis of issues and provide summary reports to leadership for review.
Reports to: IT Director, Business Systems Location: Corporate Office - Edina, MN Classification: Full Time, Exempt Rate of Pay: $63,000 - $70,000, based on experience Hours: Monday – Friday with occasional evening and weekend work required. Eligible for hybrid work.
Jerry’s work perks:
· Health / Vision / Dental Insurance · Paid Time Off · 401K + match · Store Discount · Hybrid work schedule, 2 days remote and 3 days in office
Essential Functions:
· Understand core business process capabilities, functions, services, and applications. · Provide technical support to end users regarding the resolution of software, hardware, and integration point issues. · Analyzes system issues and determines a resolution path that fits within service level agreements. · Effectively troubleshoots, replicates, and develops technical workarounds or code for issues. · Builds Knowledge Base articles that support and facilitate issue resolution. · Assists in the design, requirements documentation, analysis, and testing of new and enhanced systems during project development, pilot, and rollout. · Provide timely status and consistent progress on assigned initiatives and projects. · Ensure support tickets are resolved within the appropriate SLA’s, even if they are outside of typical office hours (Monday through Friday, 8am to 5 pm) · Resolve obstacles that cause tickets to not being resolved within SLA’s. · Maintains issue status/resolution information in ticketing database, and provides monthly summary reporting on systemic issues, recommendations, and bottlenecks. · Perform root cause analysis as a basic part of supporting the end user computer environment. · On call support rotation as assigned · Builds strong relationships with stakeholders, subject matter experts, vendors, and team members. · Continually seeks opportunities to increase customer satisfaction. · Fosters skill development through participation in training, mentoring, and certification programs.
Qualifications:
· Bachelor’s degree in computer science, or Information Technology preferred. · 2+ years of relevant work experience preferred in IT and/or retail. · Excellent analytical, problem solving and organizational skill with the ability to multitask to balance immediate and long/term priorities with highly effective oral and written communication. · Possesses excellent interpersonal skills and strong customer focus. · Responds promptly and professionally.
Our ideal candidate possesses these competencies:
· Thought Leadership: analyzes issues and solves problems, exhibits critical thinking, improves processes, establishes plans. · Results Leadership: executes effectively, achieves, results. · People Leadership: communicates effectively, embraces security first mindset. · Personal Leadership: develops skills. Work Environment · This position operates in a professional office environment. · Most work is performed in a temperature-controlled office environment.
Travel · Travel is primarily local during the business day, although some out-of-area travel may be expected.
Must be able to perform duties with or without reasonable accommodation
Americans with Disabilities Act (ADA) Jerry’s Enterprises, Inc. will provide reasonable accommodations (such as a qualified sign language interpreter or other personal assistance) with the application process upon your request as required to comply with applicable laws. If you have a disability and require assistance in this application process, please visit the store to which you are applying.
Equal Employment Opportunity (EEO) In accordance with all requirements of federal, state, and local law, Jerry’s Enterprises, Inc. is an Equal Employment Opportunity employer. Jerry’s Enterprises, Inc. prohibits discrimination in recruiting, hiring, training, promotion, termination, pay, discipline, transfer, fringe benefits, job training, classification, referral and all other aspects of employment on the basis of age, race, color, creed, religion, national origin, ancestry, sex, pregnancy (including lactation, child birth, or related conditions), physical or mental disability, marital status, familial status, veteran/military status, sexual orientation, gender identity or expression, genetic information, status with regard to public assistance, membership or activity in a local commission or any other status protected by federal, state or local law.
Privacy We respect our applicants’ privacy. Applicants will be required to provide specific information to complete the application process. The information you provide, unless otherwise specified, will only be used in regard to our employment decision.
