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IT Support Analyst
•30 days ago
| Hours | Full-time |
|---|---|
| Location | OAK BROOK, IL OAK BROOK, Illinois |
About this job
The Job
As a Production Services Analyst I (external title IT Support Analyst) is to provide second level support by responding to tickets raised by the Care Center, performing basic troubleshooting and responding to Idoc(method used to transfer information between SAP and non-SAP systems) Management, EDI, Order Management, and Purchase Order Management Requests. The function is delivered by utilizing tools such as reports, SOP and knowledge base documents with the goal to provide high quality service and support.
What you'll do
When most people think of career opportunities with Ace Hardware, they often think of the helpful cashiers and sales associates at their local store. However, have you also considered the people behind the scenes who select, promote, ship and process the invoices for more than 75,000 products? Maybe you haven't, but we'd like you to. Because together we help our customers take care of their homes. Come find out why a career with the Ace Hardware Corporation is one of America's best kept secrets.
Equal Opportunity Employer
Ace Hardware Corporation and its subsidiaries are committed to a policy of promoting equal employment opportunities. The company recognizes the importance of diversity and leveraging the skills and talents of all people to the mutual advantage of each individual and the organization. The company is committed to the prevention of employment discrimination related to race, religion, color, sex (including sexual harassment), gender identity, national origin, age, marital status, disability and military discharge, or any other action covered by federal or state laws.
As a Production Services Analyst I (external title IT Support Analyst) is to provide second level support by responding to tickets raised by the Care Center, performing basic troubleshooting and responding to Idoc(method used to transfer information between SAP and non-SAP systems) Management, EDI, Order Management, and Purchase Order Management Requests. The function is delivered by utilizing tools such as reports, SOP and knowledge base documents with the goal to provide high quality service and support.
What you'll do
- Problem tickets research, resolution or escalation
- Responsible for resolving exceptions with deliveries Goods Issue Posting, billing, and ASN creation for the ACE stores.
- Run and analyze reports for the different stages of PO processing.
- Provide support for our Trading partners on any EDI related issues.
- Understand and apply the Idoc Management Policy. Monitor Idoc failures and escalate incidents to the business users for resolution and be able to identify unique situations, identify the route cause and escalate to IT application management or business partners.
- Clearly explain incident resolutions to business users. Possess a good overall knowledge of the programs, applications, systems and services supported.
- Document processes and procedures as they are being developed.
- Associate degree in Computer Science, related field or equivalent experience preferably 1 year in business support.
- Strong trouble shooting and analytical skills.
- Ability to understand business processes, procedures, and policies.
- Strong communication skills including the ability to clearly explain incident resolutions to the business user.
- Strong problem solving skills to resolve unique service without negatively impacting the business user.
- Understanding of support tools, techniques, and how technology is used to provide IT services
- K nowledge or experience with multi-platform environment – SAP, AS400, IBM Sterling Integrator- EDI, Database, View Direct is a plus
- Skilled in Microsoft tools like Word, Excel, Access, Outlook, etc.
- Ability to perform job functions with minimal supervision
- Excellent organizational and time management skills
When most people think of career opportunities with Ace Hardware, they often think of the helpful cashiers and sales associates at their local store. However, have you also considered the people behind the scenes who select, promote, ship and process the invoices for more than 75,000 products? Maybe you haven't, but we'd like you to. Because together we help our customers take care of their homes. Come find out why a career with the Ace Hardware Corporation is one of America's best kept secrets.
Equal Opportunity Employer
Ace Hardware Corporation and its subsidiaries are committed to a policy of promoting equal employment opportunities. The company recognizes the importance of diversity and leveraging the skills and talents of all people to the mutual advantage of each individual and the organization. The company is committed to the prevention of employment discrimination related to race, religion, color, sex (including sexual harassment), gender identity, national origin, age, marital status, disability and military discharge, or any other action covered by federal or state laws.