User Support Analyst; Remote

What you will do

This role is responsible for guiding field employees in the use of BSNA software applications and business processes in a fast paced, changing environment. You will work closely with IT programmers, Business Leadership and other headquarters departments to ensure that customer needs are fulfilled in order to remove roadblocks to project execution. Must have a working knowledge of Interactive Business Systems (IBS), as well as supporting applications, such as Salesforce and Kronos.

• Provide direct support to the BSNA Field Organization, through the creation and timely resolution of Support Requests.
• Access Requests
• Works to achieve timely contact, appropriate communication and follow-up with field personnel to resolve issues, taking direction from BNSA Business Leadership.
• Works with North America BSNA Business Leadership and other JCI departments to accomplish common, strategic goals.
• Mentors User Support Associates in learning BSNA business applications and processes and assists in escalation when necessary.
• Provides input for the development of new tools and processes to aid in the day-to-day operations of the User Support team.
• Assist in User Acceptance Testing for BSNA Operations applications, and assists in the collection of data from various financial systems to support other SSNA Operations team members.
• Through on-going analysis, identifies trends and proposes long-term, strategic corrective action by providing input to BE Operations team and software programmers.
• Creates supporting documentation for the timely resolution of incoming support requests.
• Maintains documentation in shared filing system.
• Assists with development or delivery of training material for the BE-BSNA Operations programs.
• Follows established procedures and guidelines.
• Responsible for the promotion of and adherence to JCI's safety policies.

• Minimum of 5 years progressive work experience in the field or Minimum 5-8 years of service industry experience supporting business operations.
• Possesses basic knowledge of accounting/finance and business principles.
• Working knowledge of both Custom and Out of the Box applications preferred.
• Must have excellent analytical and problem solving capabilities with a strong desire to help others achieve their goals. Basic SQL and database structure knowledge preferred.
• Must be a willing team player and be able to effectively interact and communicate with a variety of customers from a wide range of backgrounds.
• Must be comfortable working in a fast-paced environment.
• Detail oriented
• MS Office proficient