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Senior Application Support Analyst

Location: 

Brentwood, TN, US, 37027

Delek US Holdings, Inc. is a diversified downstream energy company with assets in petroleum refining, logistics, renewable fuels and convenience store retailing.  The refining assets consist of refineries operated in Tyler and Big Spring, Texas, El Dorado, Arkansas and Krotz Springs, Louisiana with a combined nameplate crude throughput capacity of 302,000 barrels per day.

 

The logistics operations primarily consist of Delek Logistics Partners, LP.  Delek US Holdings, Inc.and its affiliates own approximately 63% (including the 2 percent general partner interest) of Delek Logistics Partners, LP.  Delek Logistics Partners, LP (NYSE:DKL) is a growth-oriented master limited partnership focused on owning and operating midstream energy infrastructure assets.

 

The convenience store retail business is the largest 7-Eleven licensee in the United States and operates approximately 300 convenience stores in central and west Texas and New Mexico.

Position Summary

The Senior Application Support Analyst provides outstanding customer service to the business users of proprietary or custom application software with a specific focus on RightAngle. Other responsibilities include troubleshooting, determining the root cause of problems, and solving those problems within RightAngle and other related applications. The analyst provides general support for the business as needed and decides when escalation is necessary. The analyst should be focused on having a customer contact experience that promotes long-term relationships with the business. This position requires knowledge of both customer service and technical skills. Each technician should be able to walk into the environment and perform Tier 1 and 2 troubleshooting for hardware and software issues with premium customer service and communication skills.  Technician will make every effort to learn Delek IT team structure and follow escalation processes for business-critical processes.

 

Responsibilities

 

This resource will be taking ownership of 30+ tickets per week. This position will be 95% face-to-face with customers with some phone support. General troubleshooting will deal with both hardware and software related issues. This person needs to be able to dig deeper into the issue at hand and resolve unique problems. Resource will determine if and when escalation is needed in a timely fashion to help get the user back to work as quickly as possible. The shift is standard hours, Monday-Friday 8-5. They may be expected to be on call after hours for phone support (this will be scheduled in advance). Hours may be shifted to accommodate set pricing hours and afterhours support. The primary focus may shift with a additional duties assigned by IT leadership as the program matures.

 

 

Qualifications

  • 3+ years of Application Support experience 50% of which includes face to face contact with users
  • Basic knowledge of Active Directory 
  • Experience troubleshooting Windows 7/10  
  • Basic Office 2013/2016 knowledge 
  • Strong customer service/phone presence 
  • Analytical thinking skills 
  • Basic understanding of computer hardware and software including command prompt 
  • Troubleshoot programs and systems by talking to customers and logging on to customers’ servers to resolve technical problems
  • Effectively prioritize multiple projects and tasks
  • Effectively execute test cases/scenarios
  • Experience with Application QA testing
  • Experience creating training and Knowledge Base articles to train users and team members
  • Perform basic IT troubleshooting to validate found defects
  • Evaluate the situation to log appropriate tickets
  • Monitor hardware, platform and application health and performance
  • Use management tools to routinely check on system, network and application security
  • Perform reporting and data analysis functions
  • Demonstrated ability to quickly learn new technology
    • 3+ years of Application Support experience 50% of which includes face to face contact with users or equivalent.
    • 5+ years direct ETRM experience.
    • Experience using and maintain SQL Databases.
    • Experience with Application QA testing including executing test cases/scenarios.
    • Work with developers to create standard testing scenarios and process.
    • To create and maintain procedures and tools for the correct recording and progressing of requests for support.
    • Ability to work under pressure, prioritize and meet set objectives.
    • Knowledge how to use Active Directory to modify users, groups, and computers.
    • Experience troubleshooting Windows 7/10.
    • Experience setting up Windows 7/10 computers  including installing applications.  
    • Basic Office 2013/2016 knowledge.
    • Strong customer service/phone presence.
    • Analytical thinking skills.
    • Basic understanding of computer hardware and software including command prompt.
    • Troubleshoot programs and systems by talking to customers,  connecting to customers’ computers to resolve technical problems, and logging appropriate tickets for tracking resolution.
    • Effectively prioritize multiple projects and tasks.
    • Experience creating training and Knowledge Base articles to train users and team members.
    • Perform advanced IT troubleshooting to validate found defects.
    • Monitor hardware, platform and application health and performance.
    • Use management tools to routinely check on system, network and application security.
    • Perform reporting and data analysis functions.
    • Demonstrated ability to quickly learn new technology.
    • Demonstrated diligence, attention to detail and a strong work ethic.
    • Ensure that requests for support are properly logged, assigned and responded to in a timely manner and according to agreed standards and procedures. Ensure users and other interested parties are kept informed of progress and that corrective action is taken to avoid or minimize delays.
    • All employees are expected to:
    • Be flexible in approach, ideas and behavior
    • Be a team worker who builds positive relationships
    • Respond positively to change
    • Show courtesy and respect to our customers, external agencies and each other
    • Abide by our employment policies and procedure

 

Preferred Qualifications

  • RightAngle experience
  • Procurement experience 
  • Experience within Oil/Gas industry
  • Experience with other trading software

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or national origin, disability status, protected veteran status, or any other characteristic protected by law. Equal Opportunity Employer/Disabled/Veterans.

BECOME PART OF THE ENERGY

It’s an exciting time to join Delek. We’re on a mission to attract, retain, and engage the best and brightest talent – those who are great team players and leaders who make it their first priority to serve. 

  • We are performance driven
  • We value a passion for excellence
  • We value teamwork
  • We value and reward hard work and dedication

Delek US offers the opportunity to provide you with more than a job – we want to help you build a career. 

Since our inception, our ability to hire the right people for the job has served us well, resulting in an impressive record of consistent growth and profitability. With more than 3,500 employees in nine states, we have brought together a diverse team of professionals passionate about investing their time and expertise in one of the most dynamic downstream energy companies in the market today. 

Welcome to Delek US Holdings

 

 

 

 

 

 


Nearest Major Market: Nashville

Job Segment: Help Desk, Information Technology, Technical Support, Developer, Procurement, Technology, Operations

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