Systems Applications Analyst

Job Mission

This position provides strategic support and operational oversight for IT environments, including administration and support of operational software tools, change management processes, and service level management methodologies. This role involves supporting and implementing changes as required by business units to ensure operational success. Responsibilities include diagnosing and resolving system issues within the environment, performing root cause analysis, and implementing corrective actions to prevent recurrence.

Ongoing collaboration with internal stakeholders, external partners, and vendors is an integral component of the role.

• Knowledge and use of software the Operations team utilizes to perform and maintain business success. (Fortra/Help Systems - Robot software suite, Schedule, Replay, Network, Enterprise, Console).
• Responsible for coordinating all production Change Management tasks within the environment, including proper promotion of source code, ensuring pre-defined requirements are complied with, and maintaining quality assurance reviews to uphold departmental policies. Notifications to teams involved describing changes being implemented.
• Prepares system schedule flowcharts and context diagrams, ensuring critical information is depicted for the Operations environment and its relationships with other environments (ERP, WMS, Diver, Retail, etc.).
• Triage/diagnose problems within the environment, collaborating with Infrastructure and Applications Support teams to diagnose and implement correct actions as needed.
• Administers access control for various business applications:
  Docusign, Git Hub, MS D365, Vanguard, etc.
• Tracks update problem tickets/change orders using Fresh Service (or similar) software ticketing system; recognizes, prioritizes, and tracks tickets based on SLA and operational impact.
• Supports global environments and seeks strategies to improve processes in all regions.
• Leads/assists in the administration, planning, installation, and upgrades of operational system software tools: (Fortra software suite - Job Scheduler, Console, Replay, Network), others as required.
• Demonstrates knowledge of business processing globally and develops/maintains good working relationships across departments/teams in all regions.
• Provides backup and support to the IT Support Center team as needed and commits to Total Quality Management and continuous improvement.
• Provides support and training/documentation for System Technicians and other IT associates in the use of software tools (Service Desk, console management, job scheduling, operational processes and policies, and tape management).
• Maintains technical operational documentation for all system software processes.
• Prepares reports/metrics that reflect the state of the products utilized within the environment (service level management, change management, automated software).
• On‑call support, including nights and weekends, for Operations and business critical operations.

• NB IT teams (ERP applications, network, business systems, global core platforms, etc.)
• All NB business units globally
• NB Product Teams

• Requests completed successfully and on time, meeting department service level agreements.
• ERP/Enterprise requests and changes completed successfully to meet business requirements.
• Automated processes continuously challenged for accuracy and operational improvement.
• Knowledge of Fortra and other software tools utilized in the environment; maintaining updated version control of software tools within the environment(s).
• Understanding business methodology relating to IT processing and ensuring processing schedules and timelines are observed and met with accurate and timely results.
• Develop good working relationships across regions, functions, and global organizations.

• Reports to Manager Data Center Operations

• Bachelor’s degree in related field or five to seven years equivalent experience.
• Comprehensive knowledge Fortra/Help Systems software tools (Schedule, Replay, Console, Network, Enterprise).
• Strong organizational, communication (verbal/written) and people…