IT Projects Support Analyst

The IT Projects Support Analyst is responsible for providing customer service to our e-commerce customers and delis. The IT Projects Support Analyst is also responsible for validating quality assurance, developing training materials, and supporting operational activities of projects and services of the IT Department Projects Team. 

Responsibilities:

1. Phone and email support for e-commerce customers and delis.
2. Tier 2 and 3 support of the e-commerce application.
3. Liaison between the E-Commerce team and the Support and Infrastructure teams.
4. Liaison between the E-commerce team and the Marketing and Advertising team.
5. Manage the set-up and operation of test environments used in the project management development process.
6. Quality assurance and end-user acceptance testing of systems and applications.
7. Documentation of training materials and processes for end users and support staff for projects before they are deployed to production. 
8. Any other responsibilities deemed appropriate by supervisor or department head.

Skills/Abilities:

1. Proficiency in Microsoft Windows and Microsoft Office. 
2. Intermediate knowledge of web design.
3. Ability to provide excellent customer service. 
4. Proven ability to effectively manage multiple priorities and meet deadlines. 
5. Evidence of flexibility and problem-solving skills. 
6. Demonstrated ability to excel both independently and as a team member in a lively, collaborative environment.  
7. Excellent written and verbal communications skills with a demonstrated ability to make difficult concepts easy to understand.
8. Ability to work a flexible schedule, including nights and weekends.
9. Ability to travel occasionally.

Required Physical Abilities:

1. Ability to bend, stoop, reach, stand, move from one area of the building to another on a regular basis, sit and use a computer for a long period of time, 
2. Manual and physical dexterity needed to operate a computer keyboard and handle paper documents. 
3. Sufficient near vision acuity to read information appearing on computer display screen, in handwritten forms, and printed on paper. 
4. Adequate hearing and verbal abilities to communicate effectively in person and by telephone. 
5. Ability to lift and carry items weighing up to 25 pounds. 

Education/Training/Licensing:

1. High School Diploma or equivalent is required. 
2. College degree is preferred.
3. Ability to demonstrate knowledge in applicable areas of technology. 
4. 1 year restaurant or catering work experience is preferred.
5. 1 year customer service experience is required.