Business Analyst - Application Service Delivery (04013)

Description:We are seeking a motivated, self starter who is highly organized, possesses great communication skills and enjoys the challenges of multi-tasking. The ideal candidate is passionate about customer service and has an IT background. The individual must be comfortable working independently and as part of a collaborative team. The candidate will enjoy the daily challenges associated with supporting custom, highly related enterprise-level software and a demanding customer base. A positive "can do" attitude and willingness to learn about the systems and customer requirements are essential. This position is initially responsible for supporting the Produce Systems (COMPASS/IMS) in the Application Service Delivery Team. This role will expand in knowledge and scope to interface with other enterprise systems. The role will, also, work directly with other team members including Programmer Analysts, Support Analysts and Project Managers to provide first class support. The candidate must be adept at identifying root causes to recurring issues to meet customer needs. The primary focus includes investigating level 3 help desk tickets, troubleshooting user problems to determine if the problem is hardware, software, or procedural, resolving problems and being the escalation point to problems from more junior Business Analysts. The person will, also, provide reports on support volume and metrics and investigates technical aspects of issues by querying the database or replicating the problem in another environment. Other responsibilities include identify root causes to problems, document bug fixes using the ICONIX methodology, lead the effort to prioritize and implement bug fixes, and document workarounds to Level 2 and 3 tickets enabling them to become level 1 and 2 issues in the future.- Resolves complex Level 3 Help Desk Tickets- Investigates system issues- Identifies and documents workarounds- Documents issues and proposed solutions- Tracks cost to business of bugs and makes recommendations on prioritization- Documents requirements for new metrics or monitors- Reviews metrics to identify areas of improvement- Builds strong relationships with users- Leads regular support meetings with the business- Tests bug fixes to ensure adherence to proposed solutions- Leads the effort to implement bug fixes- Implements Process Improvement Projects- Implements sunset schedules- Is key escalation and communication point for issues exceeding Service Level Agreements- Proactively reviews planned implementations and identify potential integration or problem areas that need to be monitored- Maintain communication and information exchange with the development teamQualifications:- 5 years experience in IT with at least 3 years as Business Analyst / Project Lead managing delivery of information technology solutions and prioritization of team and business tasks- Must have strong customer service experience- Must have experience supporting enterprise class systems- Must have excellent written and verbal communication- Proven track record of effectively delivering results in a fast paced, flexible environment while managing multiple priorities- Demonstrated creativity solving technology problems- Must be a self-starter with proven experience accomplishing support activities- Team player with a "can do" attitude when handling complex situationsKnowledge of relational database concepts- Knowledge and experience in SQL- Experience in project management of small size development projects- Demonstrated success in development and delivery of information technology solutions- Knowledge of ICONIX and Six Sigma methodologies is preferred but not required- Knowledge of transportation management systems (order management, load building and routing, carrier management) is preferred but not required- Previous experience in Transportation, Logistics and International Systems experience is preferred but not required.Bachelors degree or equivalent experience in computer science or related field or technical area or equivalent work experienceSalary/Benefits: Salary commensurate with experienceWe offer excellent benefits including medical, dental, and vision insurance, prescription drug coverage, paid holidays and vacation, disability insurance, life insurance, 401K with company match, profit sharing, Employee Stock Purchase Plan, and the opportunity to prosper in a growing Fortune 500 company.Job Location: Eden Prairie, MNJob Number: 3213Company URL: http://www.chrobinson.com/careers/Company Profile:At C.H. Robinson Worldwide, Inc. our roots run deep. In 1905, Charles Henry Robinson started a small produce brokerage that developed the traditions and standards of service that shaped the Fortune 500 Company we are today. As a global provider of multimodal transportation and produce services, we are headquartered in Eden Prairie, MN and operate through a network of 7,150 employees in more than 218 offices in the United States, Canada, Mexico, Europe, Asia, and South America. We are the largest third party logistics (3PL) company in North America, and our services extend to more than 25,000 customers globally, ranging from other Fortune 500 companies to small businesses in a variety of industries.Our people are our greatest asset and create a unique corporate culture that has built strong relationships with customers around the world. They execute our tradition of service on a daily basis and take pride in sustaining our dynamic leadership in the transportation logistics industry. Youll feel the energy the moment you step into one of our branches. That energy is what inspires us to find motivated individuals to join us in our quest to find solutions, develop innovative technology, and provide exceptional service to our customers.C.H. Robinson's dedicated IT Team consists of 300 highly skilled individuals working in unison to help our customers achieve their business goals. We look for employees who strive on new challenges in a fast-paced environment. We develop 90% of our applications in-house and have a sophisticated application suite based on the Microsoft platform. Our IT Core Values include: know our business; be entrepreneurial; be a team player; provide excellent customer service; be passionate; know our technology; communicate, communicate, communicate; respect people; be accountable; and have a strong and balanced work ethic.Equal Opportunity EmployerC.H. Robinson Worldwide, Inc. 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