Application Support Analyst – McLeod Support is part of the Application Management team in the IT organization, providing technical leadership for the support, usage, operational efficiency and administration that satisfy the business needs of R L Global Logistics. The individual will work with other application analysts, developers, architects, business owners and stakeholders to create and execute technology lifecycle roadmaps for the applications.

The primary focus area is support of the McLeod application and McLeod user base. Secondary support of other applications may include Cargowise, Pipedrive, Front, Teamwork, Power BI, Brainshark, Deposco and other in-house applications. This includes providing technical leadership and support on projects to modernize business processes through technology and tools.

Application Support Analyst – McLeod Support responsibilities and essential job functions include, but are not limited to the following:

• Responsible for the supporting the McLeod users within the company, including training when necessary. 
• Effectively resolve support tickets with a customer-first oriented approach.
• Collaborate with business unit leaders to determine technology requirements based on project priorities and other business needs.
• Coordinate with cross-functional teams and leverage expertise to drive efficiency opportunities by identifying people, process, and technology gaps.
• Resolve and support McLeod applications issues, assist in training users to work on McLeod and related applications, including mPact, TruckStop, Trucker Tools, PC Miler and more.
• Assist in the creation of business and functional specifications for the implementation of business solutions and enhancements.
• This role will act as the primary liaison to various functional areas, including Operations and Accounting.
• Assist in the testing and deployment of McLeod upgrades and patches.
• Assist in the creation of FlowLogix projects and train end users.
• Maintain support team standards and SLA’s.
• Assess training needs, patriciate in creating training material, video training leveraging the company Learning Management System (BrainShark) including developing application and SOP based curriculums around the application and business areas supported.
• Provide proactive support of assigned products, understanding the strategic requirements to create an efficient user community.
• Maintain and follow production support processes focused on identification and mitigation of root cause.
• Ability to provide on-call support for routine problems and incidents while building skill sets.
• Mentor and train other team members as needed.
• Lead by example in establishing a customer-centric culture within the IT application management team and with cross-functional teams.
• Keep abreast of the latest McLeod upgrades and offerings. 

Qualifications, Knowledge, Skills, and Abilities:

• A Bachelor's degree in Accounting, Computer Science, Management Information Systems, Systems Engineering, Mathematics, Business, or another relevant academic discipline or equivalent combination of education and experience
• 2 yrs. experience supporting McLeod application
• 3 yrs. experience in Information Technology projects involving system analysis or implementations
• Experience managing multiple tasks as evidenced by work history
• Business Area expertise; developing and executing project work
• Experience working cross functionally and effectively communicating information and needs technical in nature
• Advanced computer skills including MS Office Suite
• Ability to work independently while supporting an overall team mentality.
• Ability to provide on-call support for routine problems and incidents.
• Interest in and passion for learning and working in a fast-paced environment.
• Ability to identify root cause for routine problems while working with other technical staff.
• Exposure to business analyst processes, methodology and tools.
• Ability to deliver high-level of customer service; engaging with all level of users (novice to power user).
• Ability to communicate effectively with both internal and external business partners.
• Ability to manage complex situations promptly and professionally, meeting commitments timely and effectively.
• Ability to multitask in a fast-paced environment with rapidly changing priorities, meet deadlines, work well under pressure, prioritize work, and maintain discretion on confidential matters.
• Ability to read, write, and speak English fluently.