IT Support Analyst- Business

Reports To

Director of Business Applications Support

ITS 202

Exempt

Reports To:

Director of Business Applications Support

Monday-Friday, Must be flexible

Up to 10%

Buffalo Rock is an award-winning Pepsi and Keurig Dr Pepper bottler founded in Birmingham, AL more than 125 years ago. Buffalo Rock manages the best alcoholic and non-alcoholic beverage portfolio in the country, which includes several beloved global and regional brands.

The IT Support Analyst – Business Applications is responsible for providing first-level support and operational assistance for core enterprise systems. This role plays a key part in ensuring system reliability, resolving routine issues, and supporting end users across the organization. The analyst will work closely with internal teams and external vendors to maintain efficient system performance and support business operations.

Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

• Application Support & Issue Resolution
• Provide day‑to‑day support for business-critical applications (e.g., ERP, WMS, EDI, and related systems).
• Investigate and resolve common system issues, data discrepancies, and user-reported problems.
• Monitor application performance and identify potential issues impacting operations.
• Ticket Management & Triage
• Manage incoming help desk tickets, ensuring timely intake, categorization, and prioritization.
• Gather necessary details to support efficient troubleshooting and resolution.
• Track and update tickets through completion, maintaining clear communication with stakeholders.
• Vendor Coordination
• Serve as a liaison between internal teams and third‑party vendors
• Open, manage, and follow up on vendor support cases.
• Provide vendors with detailed examples, documentation, and diagnostics to facilitate resolution.
• User Support & Communication
• Act as a primary point of contact for operational teams, including warehouse, delivery, and accounting.
• Communicate technical issues and solutions in clear, business‑friendly language.
• Support users with system functionality, troubleshooting, and best practices.
• Documentation & Process Improvement
• Maintain and update knowledge base articles, troubleshooting guides, and standard.
• Identify recurring issues and contribute to process improvements.
• Promote consistency and standardization in support processes.
• Escalation Support
• Escalate complex or system-level issues to senior IT resources with appropriate documentation.
• Assist in testing and validating system fixes or updates.
• Support continuous improvement efforts related to system stability and support workflows.

• Must exhibit a high level of ethical and moral conduct while at work or in attendance of any off‑site function during work hours or after work hours while representing the Buffalo Rock Company.
• Responsible for continuous self‑improvement through the knowledge and use of all Buffalo Rock provided training, either web-based, in‑house, or any other provided method. Must successfully complete assigned training curriculum, including but not limited to online and/or facilitated training.
• Ensure that every reasonable precaution is taken to protect the Company from possible damage, theft, or other liabilities.
• Ensure that every reasonable precaution is taken to protect the safety of employee‑partners, self, customers, Buffalo Rock property, and customer property.
• Honor and follow through on all business commitments.
• Embody Buffalo Rock’s Purpose of "Building brands through legendary service and remarkable people."
• Live Buffalo Rock’s Core Values:
• Committed to serving our communities.
• Customer success…