Operations Support Analyst

Job Summary

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

Primary Objectives

• 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.
  
  

Duties and Responsibilities

• 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 escalate discrepancies, errors, and system issues using standard operating procedures. Monitor, analyze, and escalate 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.
  
  

QUALIFICATIONS

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

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

Work Experience

• 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
  
  

Required Knowledge, Skills and Abilities

• 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 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 timeframes.
• 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 level of skill ? Excel: Intermediate level of skill
  
  

Competencies

• 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.
  
  

PHYSICAL DEMANDS, WORK ENVIRONMENT, AND TRAVEL

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• 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 - Often
• Walk/travel within office environment, crouch/bend to access floor-level storage - Often
• Use hands/fingers to operate office equipment, type/complete data input, write - Often
• Reach with hands, arms; lift, move and manipulate objects weighing up to 20 lbs - Regularly
• Sight sufficient to read instructions, documents, and screen-based information - Often
• Use hands/fingers to manipulate and file documents, folders, small objects - Regularly
  
  

Working Environment

This role requires work that may involve the following environmental conditions:

• Corporate office environment
  
  

Screening Requirements

Background Checks

Must be fully vaccinated against COVID-19, except as prohibited by law.

The information included in this description has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive or exhaustive inventory of all duties, responsibilities, and qualifications required of employees assigned to this job.

The salary range listed is based on the geographic zone associated with this role: San Rafael, CA. If you are applying to work from a different location, the salary range may vary to align with the cost of labor and market conditions in that area. For applicants from other zones, we encourage you to reach out to us to confirm the relevant salary range for your specific location. Starting pay will be determined by job-related factors including experience, education, and business needs and may be modified at any time.

Zone 3: $23.00 - $26.50