Senior Enterprise Applications Management Analyst


Media, PA Hybrid Jun 21
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The Senior Enterprise Application Management Analyst is part of a team responsible for ongoing support of business applications, including cloud-based solutions, and both package and custom solutions. Act a subject matter expert on the supported applications and will contribute to key technical processes.  Work closely with other IT staff (project managers, business analysts, software developers, IT infrastructure and operations team members) and third-party vendors, as applicable.  Responsible for timely restoration of services and fulfilment of business requests thereby meeting service level commitments and continuous service improvement.

Principal Duties:

  • Configure, maintain, upgrade, deploy and install applications and/or application changes in compliance with software development life cycle procedures.
  • Responsible for the day to day maintenance of the assigned applications to include providing application support for systems of responsibility: log and track issues to resolution; perform analysis of issues to resolve or escalate; identify workarounds where necessary; communicate & coordinate with vendor support teams and internal IT staff.
  • Lead and/or participate in planning, implementation and testing of package software upgrades and configurations of available package software features and functions.
  • Organize and prioritize tasks per an established timeline and follow-up to ensure appropriate completion.
  • Provide knowledge transfer/training within the team, share best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base.
  • Create and maintain support documentation related to in-scope application support issues. Develop and maintain standard operating procedures as appropriate.
  • Partner with IT teams on limited custom development as needed.
  • Serve as a resource in the technical field of knowledge. Provide guidance and direction to other team members.
  • Identify and recommend improvement of applications support processes.
  • Utilize analytical and problem-solving skills to investigate, document, and resolve application issues in a timely and courteous manner.
  • Create change request documents and work collaboratively with the QA function during integration testing and software release.  Ensure all production changes are made in accordance with lifecycle methodology and risk guidelines.
  • Provide operational support by investigation, documentation, and resolution of application issues for the business area and corporate departments. Complete root cause analysis and lessons learned activities as required.
  • Research, evaluate and stay current on emerging tools, techniques and technologies; maintain skills and capabilities through education, training and hands-on experience.
  • Provide coaching to other team members.  Provide constructive suggestions for recommended training, work approach, procedures and templates.  Participate and provide input on the hiring and selection process. Coordinate and conduct team cross-training.

Essential Functions:

  • Ability to work well individually as well as in a team environment
  • Excellent oral and written communication skills
  • Excellent customer service skills
  • Ability to work with little or no supervision
  • Strong organizational, time and stress management skills
  • Strong analytical and troubleshooting ability with strong attention to detail
  • Ability to handle multiple applications
  • Excellent interpersonal skills
  • Self-starter with demonstrated ability to make decisions
  • Ability to be on-call 24/7/365 when required
  • Proven ability to learn quickly and independently train themselves on existing and new technologies and technology platforms

Basic Qualifications:

  • Bachelor’s degree in Information Technology or a technical discipline preferred (e.g., engineering), or technical certifications, or related experience
  • 5+  years of related work experience
  • Database systems experience (e.g., SQL 2012/2016)
  • Ability to review detailed log files to identify problems quickly
  • Experience with upgrading software packages, and the planning required
  • Experience with troubleshooting and supporting business applications
  • Proficiency with standard support frameworks
  • Experience developing software
  • Working knowledge with various batch script languages and command line operations for Windows and Linux operation systems
  • Fluent in all appropriate debugging and performance analysis tools and ability to identify key metrics on areas to improve application performance
  • Experience using incident tracking tools (Service Desk, ServiceNow, etc.)
  • Experience with Databases / SQL and writing scripts, and database queries.
  • Knowledge of Core Java, Shell scripting, and Python
  • Experience with Cloud Services (AWS) a plus
Retirement & Stock Options Benefits
  • 401k with company contribution
  • Company Equity
  • Financial Planning Services
  • Access to Coaching (Health, Professional, Life)
  • Charitible Donation Matching Programs
  • Community Service Programs
  • Hybrid Work Options
  • Pet Insurance
  • Public Transportation Assistance
  • Relocation Assistance
  • Accessible Building
  • Accessible Devices
  • Accessible Work Environment
  • Job Modification
Perks & Discounts
  • Bring Your Own Device Reimbursement
  • Casual Dress
  • Cell Phone Reimbursement
  • Lunch Provided
  • Offsite Company Events
  • On Site Gym/Fitness
  • Special Discounts
Parental Benefits
  • Childcare Assistance Programs
  • Family Medical Leave
  • Nursing Room
  • Commitment to Work/Life Harmony
  • Flexible Work Schedule
  • Paid Holidays
  • Paid Sick Days
  • PTO
Health & Wellness
  • Dental Insurance
  • Employee Assistance Program (EAP)
  • FSA
  • Gym Reimbursement/Discounts
  • Health Insurance
  • HRA
  • HSA
  • Life Insurance
  • Long Term Disability
  • Mental Health Benefits
  • Onsite Gym
  • Short Term Disability
  • Vision Insurance
Professional Development
  • Employee Recognition Programs
  • Tuition Reimbursement
What types of technologists are you looking to hire? As we continue our digital transformation, we’re looking to hire an incredible team of technologists to build the back-end features and functionality of our platform, including: Senior software engineers Lead software engineers Platform engineers Platform architects Security engineers Risk and compliance Forensic analysts SCRUM masters   What is your tech stack? We are always exploring new technology and languages to see how they can benefit our platform. Right now we’re working with AWS, Java, Kubernetes and Golang on the back-end and ReactJS on the front-end. It can surprise people who only think of Wawa as a convenience store, but we’re very passionate and proactive about using the latest technology to build our digital experiences. There’s a lot of room for our tech team to try new things and bring them to the table.   Tell us about what it's like to work at Wawa HQ. Wawa is a people-first organization, which means we care about our people over everything else and treat them fairly. The culture is very supportive and collaborative — everyone works together. And, we really give you the opportunity to spread your wings. We have many people who have worked here for 15 to 40 years, which says a lot. You can go to the cafeteria and eat lunch next to the CEO. It’s the kind of place where everyone is happy to come to work on a Monday morning. And there’s coffee everywhere.   How does Wawa give back? Wawa proudly gives back through The Wawa Foundation, a 501 (c)(3) non-profit corporation focused on building stronger communities in three areas of health, hunger and everyday heroes. Since its inception in 2014, The Wawa Foundation has contributed more than $100 million to non-profit community organizations. Wawa and The Wawa Foundation are proud to support seven National Partners with in-store customer fundraising campaigns and provides its associates with year round volunteer and participation opportunities with waived registration and fundraising at community events such as JDRF One Walks, LLS Light the Night, Special Olympics Polar Plunges, among others. At Red Roof, our corporate campus, our associates support some mentoring programs directly including  a  Big Brother, Big Sister program called Beyond School Walls that brings kids into HQ to get on-the-job mentorship in a real world environment, as well as a partnership through Cristo Rey High School that also pairs high school students with job opportunities.  Our Product Development team hosts Future Food Scientist workshops giving middle schoolers from throughout our communities a closer look at careers in the food sciences.