Operations Support Analyst

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The Operations Support Analyst is responsible for maintaining, updating, and supporting system tables, user access, and reporting for proprietary and third-party applications.

• Timely, accurate, and thorough completion of data entry, table maintenance, documentation, user access, and assigned administrative tasks.
• Effective communication and collaboration with clients, business units, and internal resources to ensure application data and access is accurate and complies with company standards and service level agreements.
• Effective tracking, reporting, and management of application updates, new customer onboarding, system issues, and projects.

• Process system updates and changes from service agreements, rate tables, and other customer documents per quality guidelines.
• Review updates, changes, and data for accuracy, duplicate records, and potential issues.
• Prepare and deliver periodic and ad-hoc reports to identify discrepancies, perform audits, and assist with operational and root cause analysis.
• Research, document, and resolve or escalated discrepancies, errors, and system issues using standard operating procedures. Monitor, analyze, and escalated issues appropriately.
• Provide training, guidance, and support to internal and external users on assigned applications and integrations.
• Create and manage alerts, reports, and document libraries for assigned applications.
• Perform user account and password maintenance on assigned applications.
• Prepare detailed project plans and ensure timely completion and achievement of project deliverables.
• Prepare, update, and maintain work instructions and job aids for assigned applications.
• Coordinate and assist with corporate helpdesk and IT service requests.
• Assist with customer onboarding and testing of application enhancements, upgrades, and implementations.
• Update schedule, logs, and tasks daily. Provide reports as requested.
• Other duties as assigned.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• High school diploma or equivalent (HSED) required
• Associate degree or college-level coursework in Computer Science or related field preferred

• 2+ years’ experience in an Application/Helpdesk Support or related position required
• Experience with Supply Chain, Transportation, Logistics, or similar industry enterprise software systems preferred

• Knowledge of web-based application database and table structures.
• Proficient at navigating computer systems and web-based applications.
• Ability to enter and review data with a high degree of accuracy.
• Ability to communicate clearly with excellent verbal, written, and listening skills.
• Ability to translate technical instructions and jargon into business terms accessible to a wide range of skill levels.
• Ability to work as an individual contributor and as a valued participant in a team based environment.
• Demonstrated ability to maintain confidentiality, with tact and discretion.
• Ability to set priorities and complete assignments within established time frames.
• Ability to understand, interpret, and apply policies, procedures, and regulations.
• Excellent customer service skills with the ability to develop effective professional relationships.
• Ability to identify problems, evaluate alternatives, and recommend solutions.
• Demonstrated proficiency with Microsoft Office products at the following levels:
  Word, Outlook, SharePoint:
  Basic;
  Excel:
  Intermediate.

• Delivers Results Rigorously drives self and others to achieve high levels of individual and organization performance.
• Focuses on the Customer & Market Continuously evaluates what is important to the customer/client and develops products or solutions that exceed expectations.
• Makes Sound Business Decisions Makes timely and well-informed decisions that advance critical priorities, capitalize on new opportunities, and resolve problems.
• Practices our Values Supports and models The Pasha Way; conduct reflects Excellence, Honesty, Integrity, Innovation and Teamwork.

• Hear and speak with sufficient clarity to understand and engage in telephonic information exchange; hear and understand verbal instructions; give and receive information verbally in person or via communication device.
• Walk/travel within office environment, crouch/bend to access floor-level storage.
• Use hands/fingers to operate office equipment, type/complete data input, write.
• Reach with hands, arms; lift, move and manipulate objects weighing up to 20 lbs.
• Sight sufficient to read instructions, documents, and screen-based information.
• Use hands/fingers to manipulate and file documents, folders, small…