Senior User Support Analyst

What you will do

This role is responsible for managing incoming support cases that have been escalated to upper-level support for application and business support for the Fire Installation business. Researches, analyzes and documents complex business systems to remove day-to-day roadblocks for our customers. Prioritizes and expedites issues to ensure accurate and timely resolution. Complies with company policies, best practices and standard operating procedures to facilitate performance that exceeds customer expectations.

How you will do it

• Provides direct support to the Fire Installation organization, through the timely resolution of assigned Support Requests.
• Elevates support requests where software defects are identified and works with the appropriate IT Technical partners to ensure the timely resolution of issues.
• Works to achieve timely contact, appropriate communication, and follow-up with field personnel to keep them informed on unresolved issues.
• Works with North America BSNA Business Leadership and other JCI departments to accomplish common, strategic goals.
• Participates in cross-training with other User Support employees 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 applications, and assists in the collection of data from various financial systems to support other BSNA Operations team members.
• Through on-going analysis, identifies trends and proposes long-term, strategic corrective action by providing input to programmers, as well as business leadership.
• Creates supporting documentation for the timely resolution of incoming support requests.
• Maintains documentation in shared filing system.
• Follows established procedures and guidelines.
• Responsible for the promotion of and adherence to JCI's safety policies.

What we look for

• Bachelor's degree in Business or Finance preferred with a minimum of 5 years progressive work experience in the field or Minimum 5-8 years of experience in the support industry experience managing or supporting financial software applications.
• Possesses basic knowledge of accounting/finance and business principles.
• Working knowledge of applications used within the Installation and truck-based business preferred.
• Must have excellent analytical and problem-solving capabilities with a strong desire to help others achieve their goals.
• 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.