Solutions Support Bussiness Analyst

Job Description

POSITION SUMMARY ═══════════════════════════════════════

Business Enterprise Solutions (BES) team is a part of the Corporate Technology & Innovation department focusing on key enterprise business solutions to support our company business objectives.

The Support Analyst is responsible for coordinating and managing the day-to-day support operations for the organization's COINS ERP system, Workday HCM, Payroll solution, and related business applications. This role serves as the primary intake point for support requests and is responsible for monitoring the team's support queue, triaging incidents and service requests, assigning work to the appropriate resources, and ensuring issues are resolved within established service levels.

The Support Analyst works closely with business users, Corporate Payroll, HRIS, Finance & Accounting, Technology & Innovation teams, vendors, and Business Analysts to ensure application issues are addressed efficiently and communicated effectively. This position plays a critical role in maintaining operational stability, improving support processes, and providing a high level of customer service across the organization.

The ideal candidate is highly organized, customer-focused, and process-oriented, with experience supporting enterprise applications such as Workday, Payroll, ERP, or HR systems. They possess strong problem-solving skills, excellent communication abilities, and a passion for delivering exceptional support services.

This position reports to the Director of Business Technology Operations

═══════════════════════════════════════ WHAT YOU WILL DO: ═══════════════════════════════════════

═══════════════════════════════════════ SUPPORT QUEUE MANAGEMENT ═══════════════════════════════════════

• Serve as the primary coordinator for the ERP, Workday, and Payroll application support queue.

• Monitor incoming incidents, service requests, enhancement requests, and user inquiries.

• Triage support tickets based on business impact, urgency, priority, and complexity.

• Assign tickets to the appropriate Business Analyst, technical resource, vendor, or support team.

• Track open issues through resolution and ensure timely follow-up with stakeholders.

• Escalate critical business issues and coordinate resolution activities.

• Monitor ticket aging, backlog, and service level compliance.

═══════════════════════════════════════ APPLICATION SUPPORT OPERATIONS ═══════════════════════════════════════

• Provide first and second-level support for ERP, Workday, Payroll, and related business applications.

• Troubleshoot user-reported issues and gather information required for issue resolution.

• Assist users with system functionality, reporting, security access, and business process questions.

• Coordinate issue resolution efforts between business users, IT teams, and software vendors.

• Verify and validate issue resolutions prior to ticket closure.

═══════════════════════════════════════ PROCESS & SERVICE MANAGEMENT ═══════════════════════════════════════

• Ensure support tickets are properly documented, categorized, prioritized, and maintained.

• Maintain knowledge articles, support procedures, and user documentation.

• Identify recurring issues and recommend process improvements or system enhancements.

• Assist with support metrics, service reporting, and operational performance tracking.

• Support continuous improvement initiatives focused on improving service quality and user satisfaction.

═══════════════════════════════════════ TEAM COLLABORATION ═══════════════════════════════════════

• Partner with Payroll, HRIS, Finance, and Operations teams to understand business issues and support needs.

• Serve as a liaison between end users and application support teams.

• Communicate ticket status, issue impacts, and resolution timelines to stakeholders.

• Participate in testing activities related to system fixes, enhancements, upgrades, and vendor releases.

• Support organizational change activities by helping users understand application changes and new functionality.

Skills and Requirements

REQUIRED SKILLS & EXPERIENCE:

• Associate's or Bachelor's degree in Information Systems, Business Administration, Human Resources, Accounting, Finance, or a related field, or equivalent experience.

• Minimum 2+ years of experience supporting ERP, Payroll, HRIS, Workday, or other enterprise business applications.

• Experience working with ticketing systems such as Freshservice, ServiceNow, Jira, Zendesk, or similar platforms.

• Strong understanding of incident management, support processes, ticket triage, escalation procedures, and service management best practices.

• Excellent customer service, communication, and relationship-building skills.

• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.

• Ability to troubleshoot application issues and effectively coordinate resolution activities.

• Experience creating process documentation, support procedures, and knowledge base articles.

• Analytical mindset with strong problem-solving and issue-management capabilities.

• Experience supporting Payroll, HR, Finance, or ERP-related business processes preferred.

• Familiarity with ITIL principles and service management practices is preferred.

• Experience with Workday, payroll systems, ERP platforms, or enterprise applications is highly desirable.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].