ABOUT POET INFORMATION TECHNOLOGY

In POET Information Technology (IT), we proactively deliver a high level of service to empower our business units to create more value for POET. We work closely as a team, in a fun, fast-paced, changing environment to plan, execute and support IT initiatives. We recognize our end users as partners and work together to provide innovative and current solutions.

JOB SUMMARY

The IT Application Support Analyst is responsible for supporting POET’s key internal business applications. The primary purpose of the position is to utilize analytical skills and experiences to investigate or escalate support issues and help resolve incidents and service requests. The role is also responsible for assisting in the creation and maintenance of training documentation and go-live training and support efforts.

A TYPICAL DAY COULD INCLUDE

• Analyze, investigate, troubleshoot, and resolve requests for application support, user management, application errors, and data discrepancies.
• Monitor, test, troubleshoot, report, and escalate system faults to ensure a prompt resolution.
• Conduct research on application issues and perform root cause analysis.
• Actively participate in department and cross-functional meetings; present issues and solutions both orally and in writing.
• Provide training and assistance to application users; create and maintain detailed documentation.
• Communicate the progress of support requests and ensure users and other interested parties are continuously kept informed of the current status; utilize phone, e-mail and instant messaging as well as various software applications.
• Support implementation of system upgrades to ensure applications remain compliant and aligned to business requirements.
• Work with the IT Business Analysts and IT Systems Analysts in identifying and proposing application system changes, better uses, enhancements, and developments and liaising with appropriate vendors, users, and the IT team based on common issues they are seeing reported.
• Work effectively with IT Systems Analysts, System Administrators, and Developers to troubleshoot complex interdependencies between software applications.
• Support other areas of IT in the implementation of new business applications and projects.
• Available for off-hour emergency calls and consultations; can travel if needed.
• At POET, we’re all on the same team. We all help out with responsibilities that may not be specifically listed here.  

STRENGTHS OF A SUCCESSFUL CANDIDATE

• High school diploma or equivalent required.  Completed Associates or Bachelor’s Degree in Information Technology, Computer Science, Business Administration, or related field preferred.
• Basic knowledge and support of Information Technology Infrastructure Library (ITIL) philosophies are preferred.
• Good understanding of client/server, web architectures and object-oriented technologies, and internet applications.
• Aptitude to learn multiple lines of business and the applications that are utilized to operate them.
• Critical thinking skills to navigate non-standard issues; ability to solve problems and deal with a variety of variables in situations where only limited standardization exists.
• Inherently driven to champion customer service excellence; shows ownership of requests from onset to resolution.
• Ability to establish and maintain a high level of trust and confidence in the application support analyst’s knowledge of and concern for the business needs.
• Projects a positive attitude and demonstrates professionalism, with flexibility and consistency.
• Exceptionally detail orientated; can easily recognize and call out nuances.
• Can write proficiently and articulate succinctly.
• Ability to work independently with minimal supervision in a team environment.
• Strong organizational and time management skills with a willingness to embrace change and adapt strategies as needed in a fast-paced environment with numerous priorities.
• Acts as a catalyst and moves others to action.
• Effective communicator with interpersonal and active listening skills.
• Demonstrates empathy; has the ability to emotionally understand what other people feel, and can see things from their point of view.
• Fosters a culture of safe behavior and environmental compliance at all times.
• Maintains a team environment at all times and champions POET in the community.

GROWTH OPPORTUNITIES

At POET we believe in developing our team members to their highest potential and recognizing contributions that add value to the organization. Each new team member’s position and compensation are carefully determined by considering their unique qualifications and skillset.

WORK ENVIROMENT

• Culture is king at POET. We’re all on the same team. We always communicate. And we park our egos at the door. These aren’t just slogans on our walls. It’s our code.
• Some travel, to include overnights, may be required for this position.
• This position operates in an office environment working at a personal computer where you may sit or stand.

POET is an Equal Opportunity Employer (EOE). POET complies with all applicable federal, state and local laws regarding hiring and employment. Qualified applicants are considered for employment without regard to age, race, color, religion, sex, national origin, sexual orientation, gender identity, disability or veteran status.