"Alerted.org

Overview

The Business Systems Support Specialist is accountable for ensuring maximum business productivity by providing regional support of business processes and technologies. This person will work closely with IT and the business to ensure standards and processes are followed.

Responsibilities

ESSENTIAL FUNCTIONS

(% of time may vary depending on assignments/projects)

1. Business Support

• Engage and drive the adoption of technologies that support the business and its processes, fostering operational efficiency.

• Build and establish relationships with the General Managers and their team. Train and bring awareness to productivity tools like AirTame & Google Slides, Teams Channels, SSPR, and knowledgebase articles on SharePoint and ServiceNow.

• Deliver excellent technical and non-technical support with outstanding customer service and end-user satisfaction promptly via ServiceNow ITSM.

• Facilitate the support process, ensuring the business understands how to reach the correct resources to address their support needs.

• Provide support for local business applications and equipmentPCs, printers, mobile devices, iPads, label printers, networking (wired and wireless), phone systems, security access systems, and video recording system.

• Working closely with IT to troubleshoot and resolve application and infrastructure, and application problems.

• Resolve daily issues of a complex scope that impact the team and overall business objectives via ServiceNow.

• Collaborate with peers and other groups across the organization; share knowledge and lessons learned.

• Identify technical processes that are manual and/or not scalable and work with the business and IT to mitigate as needed.

• Create one knowledge base article per month in the area of technical and process documentation for new or existing processes and issues for the business to use and understand.

• Meet with Continuous Improvement to assess satisfaction with technologies and processes that contribute to and support CI changes.

20%

2. Operational and Application Support

• Establish monthly recurring Teams meetings with the General Managers for your respective supported QCD distribution centers.

• Maintain, share, and collaborate on the Facility Action tracker worksheet with Network, Systems, Applications, and other IT groups.

• Collaborate with the General Managers and their staff to plan the annual visit to the facility. Coordinate with third-party vendors to handle any prerequisites for a successful visit.

• Assist with troubleshooting and management of application specific equipment (e.g. Zebra scanners, label printers). Suggest and champion opportunities to increase efficiency.

• Work closely with end users and identify opportunities for feature improvements, automation, and bug fixes.

• Support the IT Asset Management Program by maintaining inventory of IT assets in ServiceNow.

• Train users and provide documentation to support future reference and new employees

• Provide guidance and documentation on application functionality for end users.

• Provide support, training and assistance for all computer-related duties.

• Provide “new user” setup support.

25%

3. Project Work

• Participate in both business and IT projects; focusing on end-user support, communications, and change management

5%

4. IT Support

• Image laptops and desktops to deploy to your supported facilities.

• Participate in and adhere to production change approval board processes.

• Fundamental knowledge of connecting laptops, desktops, and handhelds to networks.

• Fundamental troubleshooting skills in laptops, desktops, and handhelds.

• Participate in and adhere to cybersecurity processes and procedures.

• Process tickets in ServiceNow and adhere to SLA requirements.

• Participate in the on-call rotation for after-hours support.

2%

5. Additional Responsibilities

• Other responsibilities and accountabilities may be assigned based on business and organization needs.

TRAVEL EXPECTATIONS 25%

+ Visit 12 distribution centers 1 per month

+ Each of the 12 visits will be Monday-Friday, some expectations for weekends apply

MANAGEMENT RESPONSIBILITY

+ None – Individual Contributor role

Qualifications

MINIMUM QUALIFICATIONS

Education/Certification

Bachelor’s degree in computer science or information systems from an accredited college or university is preferred. Quality technical schools that specialize in this area may be considered. Or a Total number of years of combined experience in the relevant field.

Experience

+ 6+ years of technical applications/systems support and IT Service Desk work experience.

+ STRONG Business application and systems specialist work experience supporting Logistics facilities and workforce.

+ Ability to train end users with applications and hardware.

+ Experience supporting application and business technology for a logistics facility.

ESSENTIAL KNOWLEDGE, SKILLS AND ABILITIES

+ Strong interpersonal communication (oral/written/verbal skills).

+ Ability to work in a fast-paced environment with flexible hours. Overtime and some weekend work may be required.

+ Experience and ability to communicate to non-technical users

+ Requires minimal supervision

+ Must be highly motivated and have an accountable sense of ownership

+ Ability to plan and coordinate with GSF IT, third-party, vendors, and operations team inside the facilities

+ Proficient skills to plan, coordinate, and execute with little to no supervision delivering results oriented action

Technical

Expert

• Packaged Software

• Handheld devices

• Microsoft Windows 10 Operation systems

• Microsoft Office

Proficient

• End User Training

• Enterprise SaaS Solutions

• Enterprise Print

• Remote Assistance Tools

• ServiceNow or similar ITSM tool

Basic

• Business Continuity

• Networking Concepts

• Voice and Data Cabling

• MDM Software

• VoIP concepts

Business

Expert

• Service Level Management

• Relationship building

Proficient

• Business Acumen

• Business Alignment

• Training Material Authoring

• End User Training

Basic

• Project Management Methodology (PMM)

• Systems Delivery Life Cycle (SDLC)

• Test Plans

LocationUS-FL-Apopka | US-NC-Pineville

Job ID 2025-21788