Application Support Analyst Lead

Application Support Analyst Lead

Schedule:

Sun‑Thur 10:30pm‑7am CST (ONSITE)

The Lead Application Support Analyst is responsible for providing intermediate to advanced technical and problem resolution support on all of the Company’s applications across the globe. While providing Level 3 and 4 support, this position will also create and maintain tools for support, provide mentoring and training to fellow team members, as well as IT Operations and IT Help Desk associates with the goal of maximizing service availability and satisfaction for all internal and external customers.

• Continuously deliver clear, concise and timely communication to our customers to ensure their confidence in our team’s passion to provide them with the best customer experience possible.
• Provide timely and effective support and escalation for Ashley Furniture’s systems, software and associated products.
• Lead, coach and develop members of the team.
• Manage all research and resolution efforts during High or Critical Incidents.
• Independently troubleshoot and resolve issues impacting Ashley Furniture’s systems, applications and services within the agreed time to recovery.
• Lead collaborative conversations with vendors, development and operational teams globally to ensure rapid service restoration.
• Cultivate and maintain positive relationships with the development and operations teams as well as third‑party vendors.
• Analyze log files, system and application data, and debug source code to determine root cause of issues.
• Continuously work to improve service and efficiency through the use and assessment of better tools and processes.
• Prevent the repetition of issues through leading the root cause analysis efforts.
• Delegate tasks appropriately within the group.
• Continually develop expertise on the systems, technology and infrastructure.
• Seek to improve the team’s productivity by assessing existing processes and developing new processes and procedures in conjunction with industry best practices.
• Review and approve knowledge base articles authored by the team to improve future resolution of incidents.
• Embrace change, communicate effectively and handle other essential tasks assigned.
• May make employment decisions and/or recommendations on hiring, improvement plans, transfers, promotions, corrective actions, terminations, pay adjustments, etc.
• May coordinate and manage the work of employees by directing members of the team to meet the area’s goals, and audit regularly to ensure standard operating procedures are being adhered to.
• May manage employee performance and assist employees in making improvements to their performance through coaching, mentoring and administering performance reviews.
• Recommend, plan and/or implement employee training and skill development activities as needed.
• May audit, maintain and ensure employee time‑keeping and absentee records are accurate.
• May communicate company and departmental issues and goals and facilitate employee growth and development through weekly team meetings, regular individual employee meetings, coaching, training, and company‑offered learning opportunities.
• May manage resources to optimize equipment, facilities, employees, methods and materials.
• Demonstrate the Company’s Core and Growth Values in the performance of all job functions.

• Health, Dental, Vision, Employee Assistance Program
• Paid Vacation, Holidays, and Your Birthday off
• Generous Employee Discount on home furnishings
• Professional Development Opportunities
• Ashley Wellness Centers (location specific) and Medical Tourism
• Telehealth
• 401(k) and Profit Sharing
• Life Insurance

• Honesty & Integrity
• Passion, Drive, Discipline
• Continuous Improvement/Operational Excellence
• Dirty Fingernail
• Growth Focused

We are an equal opportunity employer and provide a drug‑free working environment. While Ashley appreciates the interest of all candidates only those meeting specific position requirements may be contacted. Principals Only.