Build-A-Bear
  • 17-Jun-2022 to 17-Sep-2022 (CST)
  • Information Technology
  • St. Louis, MO, USA
  • Full Time

The Lead Support Analyst will report to the Enterprise Systems Manager and lead tier 3 technical support by providing direction and training to the team in issue resolution, access requests, system monitoring, error queue clean-up, system patching, and standard IT setup. The Lead Support Analyst will monitor the issue queue, identify issue trends, and ensure root cause resolution. They will produce key metric reporting and communicate with users and key stakeholders. They will also be responsible for maintaining the support knowledge base.

Responsibilities:

  • Lead system support by monitoring the issue queue, prioritizing tickets, and providing work directions.
  • Work with Business Analysts, Developers, and support vendors to identify and resolve issues.
  • Ensure issues identify root cause with plans to eliminate and mitigate recurrence.
  • Stay up-to-date on new features and functionality to provide users with knowledge and quick issue resolution.
  • Develop and maintain dashboard and reports on key metrics, including first contact, time to resolution, and issue recurrence.
  • Monitor system alerts and resolves issues accordingly.
  • Manage access requests for Enterprise Systems Team.
  • Provide support for system patching and testing.
  • Analyze past issues to find trends and identify enhancement or process improvements that would reduce open ticket counts.
  • Maintain communications or high visibility issues with stakeholders.
  • Meet regularly with support vendors to ensure compliance with SLAs and timely issue resolution.
  • Other duties as assigned by management

Qualifications:

  • Bachelor's degree in MIS, Computer Science, or related experience required.
  • Minimum of 2 years of experience leading support groups for enterprise-level systems, 5 years preferred
  • Experience with SQL
  • Understanding of JSON, XML, and other standard file formats for integration
  • Experience with Dynamics 365
  • Knowledge of test practices and procedures
  • Strong analytical reasoning abilities and technical aptitude
  • Strong written and verbal communication skills
  • Tenacity and commitment to tasks
  • Planning and organization skills
  • Flexible and adaptable to change

Apply online at http://careers.buildabear.com (Choose Corporate Office Opportunities)

Build-A-Bear Workshop® offers an exciting, fun, and fast-paced work environment. One of our core values is "Embrace" - we value the diversity, individuality, and background of our associates, Guests, and business partners, and we cultivate an environment of inclusion.

Come see the difference in our company culture!

Build-A-Bear
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