IT Application Support Analyst

ABOUT POET

At POET, it is our mission to be good stewards of the Earth by converting renewable resources to energy and other valuable goods as effectively as humanly possible. For over thirty-five years, our drive and passion to change the world has enabled us to become the largest producer and marketer of bioethanol and a leader in sustainable products in the world.

We’re all on the same team. We always communicate. And we park our egos at the door. These aren’t just slogans on our walls. It’s the way we do things  provide an environment for team members to maintain a healthy work-life balance. It’s the best way to optimize health, wellness, and productivity in a sustainable way. We work hard. We play hard.

We have frequent team events, volunteer efforts, and we know how to celebrate wins!

The IT Application Support Analyst provides day-to-day operational support for enterprise and departmental business applications, with a focus on effectively triaging, prioritizing, troubleshooting, and resolving incidents and service requests. This role works closely with IT technical leads, the IT Business Office, vendors, and business users to resolve issues, identify recurring problems, and improve application support. The role also contributes to application documentation, knowledge management, testing, upgrades, user enablement, and ongoing support readiness.

This is an on-site role located in Sioux Falls, SD. Responsibilities include:

• Triage, categorize, prioritize, and manage application incidents and service requests based on business impact, urgency, and established service expectations.
• Investigate, troubleshoot, and resolve application issues involving system functionality, errors, data discrepancies, user access, configuration, and other support needs.
• Perform technical and functional analysis to identify potential causes, workarounds, and resolutions, escalating complex issues to IT technical leads, vendors, or other appropriate resources when needed.
• Serve as the incident owner during critical incidents, coordinating response activities, engaging appropriate resources, managing communications and escalations, and driving the incident through service restoration and resolution.
• Manage assigned incidents and requests through resolution, coordinating with appropriate resources and keeping users and stakeholders informed of progress and outcomes.
• Identify recurring issues and trends and contribute to root‑cause analysis, problem management, and corrective actions that improve application stability and reduce support demand.
• Create and maintain support documentation, troubleshooting procedures, knowledge articles, operational runbooks, and user documentation while identifying opportunities for self‑service and automation.
• Support application upgrades, enhancements, configuration changes, testing, go‑live activities, and the transition of new or changed applications into ongoing support.
• Provide application assistance and training to users and build knowledge across supported applications through ongoing learning and cross‑training.
• Partner with IT technical leads, IT Business Office, vendors, and business users to resolve issues, identify application support needs, and improve the overall user experience.
• Follow established incident, service request, problem, change, and knowledge management practices and provide off‑hours support for critical application incidents as required.

• High school diploma or equivalent required;
  Associate’s or Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related field preferred.
• Basic understanding of IT service management (ITSM) and ITIL practices,…