Systems support analyst job description

The ERP Systems Support Analyst is a techno-functional role responsible for the analysis, build, monitoring, technical and functional support of the Clinic's Oracle Cloud ERP System (HCM, SCM, EPM, & Financial) in addition to peripheral HR and Finance systems & services.
Job Relationships


Reports to the Business Systems Manager


Principal Responsibilities


Respond promptly to business partner/client needs. Solicit feedback to improve service. Meet commitments and provide follow-up in a timely manner. Adhere to the SC Way customer service philosophy. Partner with our clients to identify solutions to business problems through creative ideation, systems review & procedure/process analysis. Document business requirements & design for systems changes and implementations. Configure/modify and implement new/existing modules, integrations and reports as needed. Outline and document operational procedures and standards for client support. Coordinate and/or build and test systems integrations. Project Manage operational projects and changes. Provide support and collaboration for EPMO led projects. Perform technical/functional troubleshooting and data analysis to determine root causes of systems problems. Define and implement problem resolution. Identify and correct or advise on operational and technical issues. Troubleshoot connectivity issues with/between applications, devices and/or network(s). Manage requests and incidents to completion within Service Level Objectives. Support period end, open enrollment, and other critical event activities. Contribute to corporate knowledge base by documenting best practices, procedures and business process flows. Document solutions, procedures and standards for clients. Maintain working knowledge of The Clinic's software solutions, solution methodologies and core technologies. Proactively identify and make recommendations on opportunities for automation of tasks, technology and workflow improvement.
Continually build professional and systems knowledge and skills, attending education programs on and off-site as required. Stay up-to-date on new technology and functionality available in the market to improve efficiency or business processes. Develop and maintain proficiency in the Clinic's software solutions, solution methodologies, core technologies and clinical services. Comply with the Springfield Clinic incident reporting policy and procedures. Adhere to all OSHA and Springfield Clinic training & accomplishments as required per policy. Provide excellent customer service and adhere to Springfield Clinic's Code of Conduct and Ethics Standards. Perform other job duties as assigned.


Education/Experience


Bachelor's degree in a technical or business field or its equivalent in work experience. 2+ years hands on technical ands/or functional experience with Oracle Cloud HCM, ERP &/or EPM modules or similar management systems ( i.e.. Workday, SAP, Oracle EBS, PeopleSoft Financials or HRMS ). Basic understanding of how servers function with the applications supported at the Clinic. Strong understanding of SDLC (Agile and/or Waterfall) methodologies. Working knowledge of systems integration types ( EDI, HTTPS, SFTP, etc.. ) Basic understanding of TSQL, database administration and basic programming concepts.


Knowledge, Skills and Abilities


Takes initiative, has a competitive drive and the ability to stay focused on results despite ambiguity and/or changing conditions. Experience using Jira or similar Request Management system Ability to handle difficult or sensitive situations with diplomacy and tact while maintaining confidentiality. Proven knowledge in working with a wide variety of business applications and supporting technologies. Ability to work with multiple stakeholders in a problem-solving environment. Working knowledge of information systems, concepts and terminology. Ability to research and report trends and patterns of problems. Proven ability to communicate effectively with peers and superiors, to speak in front of groups and to communicate in writing of policies, procedures, memoranda and training materials. Must be able to communicate technical/functional solutions to customers and senior management. Can operate with a mindset of continuous performance improvement to streamline and automate processes. Ability to work independently and in a team environment. Strong customer service orientation. Good analytical and problem-solving abilities. Ability to present ideas in business-friendly and user-friendly language


Working Environment


Normal office environment, sitting 90% of the time. Team oriented environment utilizing collaboration with peers. Ability to lift, move or carry equipment or supplies of varying sizes and shapes, weighing up to 45 lbs.


PHI/Privacy Level


HIPAA1

The ERP System Support Analyst Sprouts will support end-users with day-to-day issues related to the Workday application spanning from access and security to reporting and simple configuration. This role will act as a subject-matter expert and point-of-contact for Sprouts Farmers Market functional business partners utilizing system knowledge to educate, answer questions, and provide insight on process improvement opportunities. This role will also support projects to deliver new functionality within Sprouts Farmers Market systems including requirements gathering, configuration changes, testing and coordination with vendor technical support.
Overview of Responsibilities



Support Workday Finance and Human Resources system including issue and enhancement tracking, prioritization, research, and resolution via the ServiceNow ticketing system. Ensure accurate and timely closure of issues including team member access, system security, business process workflow, report refinement and master data maintenance including coordination and communication with key stakeholders. Adhere to policies and procedures established to govern and document changes to Sprouts Farmers Market systems. Serve as technology liaison with business stakeholders to answer questions and educate users on system functionality Develop and maintain documentation around system administration including checklists, procedures, policies, and controls. Support ancillary systems; Logile (Scheduling and Time & Attendance) and Adaptive Insights (Planning) including user access, master data maintenance, issue resolution, and integration with Workday. Participate in semi-annual Workday Release Cycle testing and deployment by reviewing release notes, developing test scenarios, and executing testing. Assist with quarterly user access and elevated access reviews, facilitating Segregation of Duties analysis and other controls as necessary. Support system enhancements and report development including requirements gathering/documentation, configuration, testing, training, deployment, and change management. Assist with ongoing Training and End-User support via updates to training documentation, Lunch 'n Learns, Tips & Tricks distribution and other supplemental training forums. Support data mapping and data conversion between multiple systems. Identify and resolve operational and/or integration challenges; identify gaps and use critical thinking to analyze and recommend the most efficient way to close the gap.


Qualifications



Bachelor's degree in Information Systems, Business, Human Resources, or related field Minimum 2 years' experience in system support, design and/or system implementation, or similar business-facing analyst role Workday certification or experience preferred Ability to explain complex system concepts to business users Ability to work under deadline pressure, adapt to changing priorities, and effectively manage multiple projects, which may require flexible work hours Proficient in Microsoft Office Suite Strong verbal and written communication skills, analytical and decision-making skills, and ability to work on cross-functional teams

SSS123

#LI-NA1


Benefits


In addition to a rewarding career, Sprouts offers a comprehensive program to help support you and your family. These programs include:

Competitive pay Sick time plan that you can use to support you or your immediate families health Opportunities for career growth 15% discount for you and one other family member in your household on all purchases made at Sprouts Flexible schedules Employee Assistance Program (EAP)

Eligibility requirements may apply for the following benefits:

401(K) Retirement savings plan with a generous company match Affordable benefit coverage, including medical, dental vision Paid parental leave for both mothers and fathers Pre-tax Flexible Spending Accounts for healthcare and dependent care Company paid life insurance and short-term disability coverage


Why Sprouts



Grow with us!


If you have a passion for inspiring people and a flair for fresh food, consider applying for a job at Sprouts! With a focus on customer service, our neighborhood grocery stores offer high-quality, farm fresh produce, natural meats, plenty of scoop-your-own bulk goods and much more in a fun, friendly, old-fashioned farmer's market setting. Come grow your career in healthy living with a fast-paced, rapidly growing company and teams that pride themselves on empowering others along their journey.

The above statements are intended to describe the general nature and level of the work being performed by people assigned to this work. This is not an exhaustive list of all duties, responsibilities, and requirements. Sprouts' management reserves the right to amend and change duties, responsibilities, and requirements to meet business and organizational needs as necessary.

California Residents: We collect information in accordance with California law, please see here for more information.

Systems and Support Analysts must be strong troubleshooters, and a hybrid of System Administration, Technical Authoring and Editing, Reporting Admin, and Tier I/II/III Enterprise incident/project support. Suitable candidate must be capable of supporting multiple roles on-demand in a backup or primary capacity.
Required Experience:

One (1) year of uninterrupted, high-volume; 5,000+ user Call-Center, Service Desk experience as a Tier 2 or higher technician

Two (2) years of troubleshooting and practical hands on experience with all of the following: Microsoft Windows 10, Registry Editor, Office 2016, Active Directory, Network/Local Printers, Operating System and Browser Plugins, Security Permissions, VPN & Networks, and Access Database/Excel Spreadsheet reporting expertise

Strong written and verbal communication skills, and excellent attention to detail Understanding of ITIL concepts and Service Desk/PTO processes

Desired Experience:

1 year of uninterrupted, high-volume; 5,000+ user Call-Center, Service Desk Experience

2 years of troubleshooting and practical hands on experience with all of the following: Microsoft Windows 7/10, Registry Editor, Office 2013/2016, Active Directory, Network/Local Printers, Operating System and Browser Plugins, Permissions, VPN & Network connectivity, Technical writing experience, and related certification(s) and/or degree(s)

Desired Education & Certifications:

Bachelor's degree in computer sciences (or related technical field), related work experience and one or more of the following in active status: Microsoft MCSE/MCSA/MCP, Microsoft Windows 10 Certification, or equivalent.

Job Duties:

Investigate and troubleshoot Tier 1, Tier 2 and Tier 3 level technical issues reported to ITSM queues, email and walkup, utilizing available knowledge and approved remediation tools

Provide remote/desk-side support, apply advanced troubleshooting and resolution of enterprise-wide issues, specific root causes, and report on technical information

Create, modify, and retire Knowledge articles pertaining to the IT systems at the USPTO

Produce reports using Word, Excel, and Access that measure team metrics and compliance

Perform system and server administration functions related to data backup and permissions

enterprise trend analyst and Major Incident insight investigation/correlation/remediation

Special Project Task Coordinator responsibilities, with status reporting to management