Enterprise Application Analyst II

PURPOSE
The Enterprise Application Analyst II will act as the technical interface to employees, customers, carriers, and vendors for resolution of technical and functional problems related to the maintenance, use, workarounds, resolutions, and enhancements for GTZ applications and integrations. The Enterprise Application Analyst II will execute on assigned tasks per team leads and management. They are responsible for creating feature/function stories based on business, customer, or internal feedback while also sizing and prioritizing stories based on the RICE framework. The individual in this role must manage stories as they are worked on by engineering and business. They must also conduct feature and story review for Analyst I.

ESSENTIAL DUTIES & RESPONSIBILITIES 

•    Respond to issues to create, update, troubleshoot, test, process, and maintain customer raised issues, while keeping tickets within workflow parameters and established SLAs (Service Level Agreements)

•    Provide functional and technical assistance to customers/vendors/carriers

•    Respond to customer/vendor requests promptly within departmental guidelines

•    Research and recommend known technical and functional solutions to customers, develop workarounds and in some cases solutions for resolution

•    Provide consistent and timely status updates to customer issues

•    Contribute to the technical knowledge base

•    Demonstrate a consistent and positive customer/vendor support orientation

•    Participate in application support initiatives by being a key resource in software and business processes

•    Creating and executing Test Plans based on bug fixes and enhancements to verify successful promotion of code

•    Facilitate issue resolution with creative solutioning by proactive problem-solving methods inside and outside the team

•    Work closely with management to prioritize business and information needs

•    Locate and define new process improvement opportunities

•    Strong analytical skills with the ability to collect, organize, and disseminate information with attention to detail and accuracy

•    Manage and support projects to meet project deadlines along with identifying and communicating risks

•    All other assigned projects

•    Mentor Analyst I staff to build expertise in technology, people, processes, and industry

•    Complete assigned curriculum

•    Complete interview training and participate in interviews

•    Show involvement in the corporate initiatives such as the Green, TruBlu, or Red teams

•    Demonstrate a knowledge of and ability to communicate GlobalTranz development processes

•    Contribute to the continued maturation of development processes

•    Demonstrate mastery of company provided systems and the ability to assist others in their use

•    Demonstrate a full understanding of development rituals as practiced by GlobalTranz

•    Demonstrate a mastery of the primary technology stacks used within your work area

•    Show proficiency in at least one other technology stack not primary to your work area

•    Contribute to the communication and adherence of the teams to architectural guidelines

•    Conduct initial code review for Engineer I and Intern staff 

•    Demonstrate knowledge of the transportation/logistics industry

•    Spend at least 30 hours each quarter between operations, carrier sales, finance, and IR staff reviewing processes and procedures

•    Show expertise and the ability to assist others in their understanding of GlobalTranz offerings and their purpose within your assigned offering space and at least 1 other offering

REQUIRED KNOWLEDGE/SKILLS/ABILITIES

•    Knowledge of Citrix and its application at GlobalTranz required

•    Effective written and verbal communication skills to deliver world-class customer support

•    Advanced listening skills and customer service attitude with the ability to show sensitivity to user's questions and requests

•    Ability to manage time and workflow to meet service levels and priorities

•    Ability to set and manage client expectations

•    Ability to write technical information in a structured manner

•    A self-starter who is results-oriented and able to operate effectively within a team environment

•    Sound judgment, analysis skills

•    Strong interpersonal skills

•    Self-directed and able to work independently as well as in a team setting and thrive in a fast paced, agile environment

•    Ability to troubleshoot and solve problems under pressure

•    Proficiency in English; other known languages are a plus

•    Ability to work outside of standard business hours when needed
QUALIFICATIONS:

•    Bachelor's degree in computer science, information technology, related engineering degree, or equivalent required

•    At least 2-5 years of Computer Science experience required

•    5+ years GlobalTranz product experience for which this position is being filled

•    Knowledge of MS SQL Server2008 to 2016 preferred

•    Prior Business Analyst experience preferred

•    Transportation experience preferred

PHYSICAL DEMANDS & WORK ENVIRONMENT
Work Environment:  Job is typically performed in a general office environment.