Analyst 1 Product Support

We are seeking a full-time Analyst 1 Product Support in our Olathe, KS location. In this role, you will be responsible for analyzing and assisting with implementation, maintenance and enhancements of systems used globally within the Product Support department including working closely with Product Support leadership, IT, Operations, Finance and other departments to ensure that these applications are designed, built and used efficiently and effectively.

Responsibilities:

Essential Functions

• Perform administration and troubleshooting of tasks/issues in assigned support systems
• Act as point of contact for issues/inquiries for Product Support team for functionality questions and issues on assigned support applications
• Contribute to discussions regarding supported applications functionality, design, processes/procedures, and document requirements for enhancements and new functionality
• Analyze/assist with projects for improvements or changes to assigned systems as they pertain to Product Support
• Identify, research and report system issues and collaborate with team to produce system enhancements, escalating only after troubleshooting and analysis
• Communicate system issues clearly and proactively
• Partner with IT, Operations, Finance or other departments to find/validate solutions and process improvements
• Create IT JIRA tickets for issue reporting and enhancement requests, defining and validating criteria for acceptance, and communicating impact and urgency to Product Support Leadership, IT and other departments
• Perform functional testing of patches, upgrades and enhancements for supported applications
• Assist with release planning and communications
• Develop and maintain business process flows, ISO Procedures and administrative documentation in a timely and organized manner
• Build and analyze reports on usage of Product Support systems
• Partner with individuals at all levels of Product Support to ensure each group is provided the tools they need to be successful
• Assist in administration of other Product Support applications as needed and participate in relevant trainings/certifications to enhance/develop skills

Data Wrangler 1:

• Retrieve internal/external data and ensure that source data is accurate, meaningful and valid for use in reporting and analytics
• Perform data research in backend business systems that are used for reporting or analytics purposes
• Comprehensively document requirements for data processing and reporting purposes to allow others to easily pick up work
• Ability to elicit business goals relating to a given dataset and translate that into a technical design and appropriate data visualizations with minimal assistance
• Contribute to discussions/projects regarding data collection and reporting
• Can leverage knowledge of visualization to create front-end reports and data visualizations

• Bachelor's Degree AND a minimum of 2 years relevant experience OR an equivalent combination of education and relevant experience
• Demonstrated experience with back-end systems such as order management systems, CRM Applications or reporting and tracking tools
• Demonstrated experience with system implementation, maintenance or enhancements
• Demonstrated analytical thinking and experience
• Demonstrated proficiency using current relevant Microsoft Office applications
• Demonstrates Company's Mission, Vision and Values and looks for opportunities to help others and achieve goals considering the best possible solution for both internal and external customers and Company
• Demonstrated strong and effective verbal, written, and interpersonal communication skills, listens/communicates professionally, and effectively shows willingness/ability to share information/ideas freely and positively
• Possess strong time management and follow-up skills
• Must be positive, detail/quality oriented, organized, accurate, team oriented and a driven problem solver, multi-tasker, and self-starter with the ability to prioritize and work independently in a fast paced, deadline-driven environment

Data Wrangler 1:

• Demonstrates proficient knowledge and usage of Mysql, Postgres and Oracle databases, and data visualization tools
• Moderate level of SQL and structural database knowledge
• Moderate knowledge of data gathering/analysis techniques and can apply with some assistance from others

Desired Qualifications

• Demonstrated proficient knowledge and usage of back-end systems including but not limited to Oracle, Atlas, WFO, and/or Internal Support Center
• Knowledge of Agile methodology
• Knowledge of processes, procedures, applications and tools used by the Product Support team