Associate Application Support Analyst, Customer Integrations

Issaquah, WA, United States

At SanMar, the work you do makes a difference.

What's the Short Version?

The Associate Application Support Analyst, Customer Integrations provides Tier I and Tier II support for the IT Operations team. They collaborate with the internal IT department and both internal and external customers to help resolve problems and document issues. This role requires strong customer service skills and involves interacting with various levels within the organization, contributing to the overall success of the IT Operations team.

What Will You Be Doing?

Manage and resolve Tier I and Tier II support tickets for internal and external customers.

Provide basic support for system issues across various environments.

Monitor systems using real-time monitoring tools.

Identify, report, and document errors and potential issues proactively.

Provide status updates to internal and external customers both orally and in writing.

Assist the project delivery team in communicating customer requirements and deploying updates.

Perform daily checks and processes, prioritizing customer-impacting, time-sensitive issues.

Suggest new features and enhancements to improve supported systems.

Collaborate with internal/external stakeholders to review and update support models/processes.

Participate in on-call support as needed.

What Are We Looking For? 1-3 years of experience in an organized software support environment, preferably providing Tier I and Tier II support, or equivalent education.

Experience supporting/managing Windows/Linux servers, performing application upgrades on Windows/Linux, and working with vendors to troubleshoot and install patches.

Working knowledge of text-based Flat-Files.

Microsoft Dynamics D365 experience is preferred.

Windows/Linux server experience is preferred.

Working knowledge of SOAP/XML, REST/JSON is preferred.

EDI experience is preferred.

Salesforce Experience is preferred.

Strong passion and desire for application support as well as process improvement.

Basic understanding of SDLC methodology and principles.

Excellent customer service skills.

Experience in analyzing system and application logs.

High level of written and verbal communication skills; ability to document ideas concisely and quickly.

Ability to communicate technical information and interact with diverse skill sets.

Strong analytical and problem-solving skills with the ability to work in a fast-paced, deadline-driven environment.

Ability to take ownership of an issue or project and the dedication to see it through to completion on-time

Ability to work independently.

Support change and process improvement in a loosely structured environment.

Must work well under pressure and have a desire to learn.

What's Our Offer?

Salary Range: You`ll earn between $67,725 - $80,000 annually, depending on experience.

Bonus: You`ll be eligible for an annual discretionary bonus up to 10% of base salary.

Paid Time Off: You`ll accrue paid time off on a bi-weekly basis based on hours worked up to 112 hours per year to start. Employees also receive 8 paid holidays and 1 paid family day off.

Additional Benefits: Comprehensive medical, dental, and vision benefits

401k plan and matches $1 for $1 up to 4% of earnings, matched & vested at every pay cycle

Life insurance

Short/long-term disability coverage

Paid maternity/paternity leave

Pet insurance

What Should You Expect?

Hybrid: While performing the duties of this job, the employee is regularly required to sit; reach with hands and arms and talk or hear. The employee is frequently required to use hands to finger, handle or feel. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus. Work environment is moderately quiet. Ability to work on computer for multiple hours with frequent interruptions.

SanMar's Eastpointe office is located near Seattle, WA and our standard working hours are 8:00-5:00 PST. Quarterly travel may be required.

Why Work at SanMar?

Our people are at the heart of everything we do. They bring their talent, passion and dedication to work with them every day. Their hard work inspires us and gives us purpose. We love working here together.

Whether you work in our headquarters, from your home or in one of our distribution centers across North America, we believe that investing in you is just the right thing to do. Our comprehensive benefits package is designed to support your health and well-being, life balance, career growth and (eventually) retirement.

SanMar works with brands you already know, like Nike, The North Face and Brooks Brothers, as well as providing industry-leading private label apparel and accessories. Our people come to work excited to do their part, providing clothing that helps people feel that they're a part of something special.

Here's your chance to be a part of this story. If you're ready to work in a place where your participation matters and your growth is a priority, we're ready for you.

SanMar is an Equal Opportunity Employer

Whoever you are, wherever you're from, whoever you love or follow in faith, whatever your disability or superpower status, whichever ethnicity or gender you identify with, you are welcome at SanMar.

SanMar participates in E-Verify.