Analyst II, Application Systems Support - Richmond, United States - CarMax

CarMax Richmond, United States

3 weeks ago

Full time

Description

8424 - Michigan - Remote CES - Remote, Lansing, Michigan, 48901CarMax, the way your career should be

I. BRIEF POSITION SUMMARY:

The Analyst II, Application Systems Support reviews, analyzes, and evaluates Information Technology systems operations tickets to provide application support to CarMax end-users. This support can be either reactive to production problems, systems outages, and immediate business changes; or, this support can be proactive in order to support planned business objectives. The Technical Support Analyst II will be expected to utilize different tools, processes, and services as well as work with mentors and peers to understand the systems under their responsibility. The Technical Support Analyst II will be expected to resolve basic to complex application problems leveraging a knowledge base and partner with other team members to resolve the more complicated customer issues.

This person will frequently be found interacting with business and operations users in the field and at the home office in order to better understand the issue and communication regarding the resolution.

Requires a bachelor's degree in an IT related area or a minimum of 4 years of experience in a support related field. Relies on experience and judgment to plan and accomplish goals. Good at managing multiple priorities and staying organized. Looking for a creative and motivated problem solver. Reports directly to a team manager.

PRIMARY DUTIES AND RESPONSIBILITIES:

Work Requirements:

1) Ability to Maintain ticket levels with SLA's (50%)

· Ability to debug and troubleshoot basic problems in the Logistics Technology Ecosystem, including but not limited to OTM, IMS, and other supporting applications

· Ability to do complex root cause analysis and identify short & long term solutions

· Ability to appropriately use team support documentation

· Ability to resolve tickets in our systems with accuracy and completeness · Ability to utilize the following tools: SQL Transmiter, Oracle Transportation Management

· Ability to write knowledge base articles and be able to write to the audience

· Ability to monitor systems and application performance in order to highlight problems or suggest further improvements

· Ability to do independent analysis and decision making

· Ability to evaluate and prioritize multiple tasks and stay organized

· Ability to effectively track and report on the progress of work

· Ability to do basic data analysis and trending including Service-Now reporting & monitoring

· Strong communications skills and background in supply chain or logistics. A background in logistics operations is preferred.

· Strong understanding of in house services and tools

Actively participate in Support Center of Excellence and work with Logistics Foundation Team(30%)

3) Special Projects (20%)

· Strong understanding of security management, release execution, new location setups builds and other special projects for Logistics technology teams including basic configuration, data, or UI changes.

Schedule Requirements:

· Participate in a 24x7 on-call rotation and after hours support as scheduled

· Work hours for this position may be subject to change based on business needs

Education and/or Experience:

4 years technical/support experience required or 4 year degree in IT related course of study preferred and 2 years of technical/support experience

III. PHYSICAL DEMANDS:

The physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

IV. WORK ENVIRONMENT:

The work environment characteristics described here are representative of those an associate encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· The duties of this position are performed inside a central heat and air-conditioned office building. The noise level in the work environment is moderate.

· The position works in a fast paced office setting with multiple, simultaneous demands and numerous distractions and disruptions due to incoming work-related communications.

· Pleasant yet fast paced environment, at times requiring direction from more than one supervisor

· Distractions and disruptions due to incoming communication often arise

Work Location and Arrangement: Work location is flexible if approved by the Company.

Salary range-61, , ,400.00 USD Annual

About CarMax

CarMax disrupted the auto industry by delivering the honest, transparent and high-integrity experience customers want and deserve. This innovative thinking around the way cars are bought and sold has helped us become the nation's largest retailer of used cars, with over 200 locations nationwide.

Our amazing team of more than 25,000 associates work together to deliver iconic customer experiences. Along the way, we help every associate grow their career and achieve their best, at work and in their community. We are recognized for our commitment to training and diversity and are one of the FORTUNE 100 Best Companies to Work For.

Our Commitment to Diversity and Inclusion:

CarMax is committed to bringing together people from different backgrounds and perspectives, providing employees with a safe, welcoming, and inclusive work environment.

CarMax is an equal opportunity employer, and all qualified candidates will receive consideration for employment without regard to age, race, color, religion, sex, sexual orientation, gender identity, gender expression, genetic information, national origin, protected veteran status, disability status, and any other characteristics protected by law.

Upon an applicant's request, CarMax will consider reasonable accommodation to complete the CarMax Job Application.

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