Business App Support Analyst

Job Description

The Business Applications Analyst is responsible for providing application support with a focus on rapid response to end users. This role provides Level 1.5 support, as well as Levels 2 and 3 support when applicable and/or capable, and contributes to the delivery of minor enhancements, when required. The Business Applications Analyst will work within the NiSource Service Now tool to monitor ticket queues and to pick up and work tickets as they come in, achieving key Service Level Agreements.

The Business Applications Analyst will be responsible for maintaining systems documentation in the repository of record. When the team member has significant business process knowledge, the Business Applications Analyst will be expected to support the efforts of the service providers as they work to resolve complex tickets. This team member may also be engaged part time on projects from time to time to complete various activities including analysis, testing, development, documentation.

The Business Applications Analyst works under the direction of the Manager Business Support. This is a techno-functional role with technology expertise primarily required. Excellent communication and collaboration skills are required, as is a strong understanding of the functional business area.

This role is posted as a job family:
Business Application Analyst, Lead Business Application Analyst and Sr. Business Application Analyst, with placement determined by skills and experience. The position is open across the entire NiSource footprint, and we welcome candidates located within 50 miles of a hub to apply.

In addition to the description above, key responsibilities and indicators of success include:

• Monitors Service Now ticket queues and provides rapid response to end user requests for support
• Proactively identifies and works to resolve systems issues, or escalates as appropriate
• Participates in minor enhancement and project work, when required.
• Supports the development of service provider teams as they work to learn NiSource systems and processes.
• Develops and maintains relationships with key end users
• Brings technical and functional subject matter expertise to help with technology roadmap planning. This is particularly important for integrations work.
• Continues to build knowledge of your functional domain
• Fosters innovation by staying abreast of emerging application management trends and assessing their potential operational uses/value at Ni Source
• Supports Service Provider and internal team achievement of Service Level Agreements
• High/improving customer satisfaction scores (business partners and end users)
• Contributes to positive teaming
• Focuses on safety
• Focuses on system stability, security, compliance
• Helps keep systems documentation up to date
• Adherence to administrative deadlines and processes
• Other activities as directed

• Bachelor's Degree in Information Systems Management, Business Administration, or equivalent experience
• 1-3 years IT support experience required, or equivalent business super user role
• Developed analytical skills needed
• Attention to detail
• Ability to work independently, as well as part of a team
• Strong interpersonal and communication skills
• Some on call support required
• Strong technical and functional background in the application technology domain.

• Regulated utility experience
• Experience working with distributed teams
• Technical project management experience
• Some background in finance, supply chain or timekeeping functions

• Bachelor's Degree in Information Systems Management, Business Administration, or equivalent experience
• 1-3 years IT support experience required, or equivalent business super user role
• Regulated utility experience
• 1-3 years technical and/or functional background in the application technology domain
• Demonstrated knowledge of the fundamentals of technical project management methodologies required
• Analytical skills needed
• Attention to detail and bias for action required, as this position will help lead and guide distributed support teams
• Ability to work independently, as well as part of a team
• Strong interpersonal and communication skills (both written and verbal) required
• Some on‑call support required
• Demonstrated working knowledge of LEAN/Continuous improvement fundamentals
• Familiarity with other applications: (hosting, information management, networking, etc.)

• Experience working with distributed teams
• Some background in finance, supply chain or timekeeping functions

• Bachelor's Degree in Information Systems Management, Business Administration, or equivalent experience
• 4-6 years IT support experience required, or equivalent business super user role
• Demonstrated technical project management experience or demonstrated working…