Applications Support Analyst

Job Summary

The Applications Support Analyst is a detail-oriented and customer-focused position, supporting internal users across a range of business systems, including reporting tools, ERP and WMS platforms, CRM, EDI, and custom applications. This role will provide hands-on support, training, and troubleshooting for systems such as Crystal Reports, SSRS, Power BI, Expandable ERP, Koerber HighJump, Infor CRM, EDI integrations, and custom Order Entry tools. The analyst will work closely with IT colleagues and business partners to resolve issues, gather requirements, and drive efficient use of our technology stack. 

Essential Responsibilities and Functions

  • Application Support & Troubleshooting: 
    Provide first- and second-level support for business systems, including reporting tools (Crystal Reports, SSRS, Power BI), Expandable ERP, Koerber HighJump WMS, Infor CRM, EDI processes, and internally developed Order Entry systems. 
  • Reporting & Alerts: 
    Develop, maintain, and troubleshoot operational and analytical reports. Manage system alerts and notifications to support proactive issue resolution and business visibility. 
  • ERP, WMS, CRM & Custom Systems Support: 
    Assist users with daily operations, issue resolution, and functionality across Expandable ERP, Koerber HighJump WMS, Infor CRM, and custom-built business applications. 
  • EDI Support: 
    Monitor and troubleshoot EDI transactions and integrations with customers, suppliers, and logistics providers. Collaborate with vendors or internal resources to resolve mapping and transmission issues. 
  • User Training & Documentation: 
    Provide training and create end-user documentation to ensure effective adoption and usage of supported applications.
  • Miscellaneous Request Handling: 
    Address a wide range of incoming support and enhancement requests from internal users, ensuring thorough follow-up and resolution. 
  • Collaboration & Requirements Gathering: 
    Work closely with IT team members and business stakeholders to gather requirements, improve workflows, and identify opportunities for application or process enhancements. 
  • Perform other related duties as assigned

Qualifications to Succeed

  • Minimum of 6 years of experience in application support, business systems, or IT help desk roles. 
  • Experience with reporting tools such as Crystal Reports, SSRS, and Power BI. 
  • Familiarity with ERP (preferably Expandable), WMS (preferably Koerber HighJump), and CRM (preferably Infor CRM) systems. 
  • Experience supporting EDI transactions and resolving mapping or communication issues. 
  • Exposure to custom business applications, particularly in order management or sales operations. 
  • Strong troubleshooting, communication, and customer service skills. 
  • Comfortable training end-users and creating support documentation. 
  • Ability to manage multiple tasks in a dynamic, fast-paced environment. 

Preferred Qualifications: 

  • Background in a manufacturing or distribution environment. 
  • Basic SQL skills for querying and data validation. 
  • Experience with ticketing or ITSM systems for tracking support activities. 

Physical Demands and Work Environment

The physical demands described here are representative of those that must be met by a Team Member to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

  • Must be able to talk and hear frequently (in person and by telephone), and must be able to see and read (documents, order statements, etc.)
  • Manual dexterity required, frequent use of hands to handle or feel, reach with hands and arms

The above statements are intended to describe the general nature of work performed by the team members assigned to this job.  All team members must comply with Company policies and applicable laws.

Equal Opportunity Employer

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