Business Support Analyst, Intermediate

Job Description

Ingram Content Group (ICG) is hiring for a Business Support Analyst to join our IT team in our La Vergne, TN (greater Nashville area) headquarters.

The employee will act as the Support Analyst for the overall Customer Care organization with a focus in the following areas: Reporting and Analytics, Work Force Management, Training and Operational Excellence. Works with and administers a variety of tools and applications related to the areas of focus. Identifies and implements operational efficiencies through ticketing analysis and reporting. Identifies ticketing trends and recommends corrective measures as needed. Works with Business, Customer Care, and technical teams to identify and implement improvements in service delivery.

 Want to help explore and build new ways to deliver content to the world? 

At Ingram, our Technology team is blazing a trail by providing content distribution services to thousands of publishers with key initiatives around business intelligence, machine learning, continuous integration and omnichannel.  We support diverse people and technology that highlights innovation through SaaS platforms, metadata, cloud, and containerization.   Our teams are agile, and emphasize authenticity, creativity, and transparency upon a fact-based foundation.   

The world is reading, and it is our goal to connect as many people as possible to the content they want in the simplest ways.  If you are an IT professional who strives to deliver results through collaborative partnerships, understanding what drives business, and enjoys working in a connected culture, we can’t wait to meet you! 

The ideal candidate will have the following minimum qualifications:

• Bachelor’s degree in business, computer science, or related field or directly related year for
• year experience in relevant industry
• 3 + years’ previous experience in customer support function, project management or business
• analysis role
• 4+ years’ in CRM and/or ITSM application support and administration

 We have a preference for

• Prior Call Center experience including Center support functions desirable
• Knowledge of software developmental environments
• Ability to exercise effective judgment, sensitivity, creativity to changing needs and situations
• Ability to apply new knowledge, technology and procedure to job responsibilities
• Technical writing skills
• Ability to work independently and as part of a team
• Ability to be assertive and persistent in order to gather the required data

The Business Support Analyst’s key responsibilities are:

• Partners with Customer Care leadership to support applications used in the support of multiple business brands
• Manages, participates, or performs tasks related to specific projects to implement new technology as assigned
• Provides support and monitoring of all ITSM applications.
• Installs, configures, tests, and maintains infrastructure hardware, application software and system management tools, ensuring the highest levels of systems and infrastructure availability
• Creates and modify reporting to measure service delivery key performance indicators.
• Creates reporting options for tracking long-term improvements in customer service delivery
• Analyzes ticket trends to make recommendations for operational improvements
• Proficient in the creation of Customer self-serve portal ensuring functionality and viability
• Designs and recommends various ticketing classification and categories.
• Enhances ticket workflows through ticketing system parameters
• Operates as a subject matter expert on work force management software in use
• Utilizes primary scripting languages such as Python and PowerShell
• Assists in the development of training material for the various support groups in the Care
• organization.
• Serve as a subject matter expert in the ticket system in use, leading to system administration certification.
• Collaborates with business on improving the overall customer satisfaction with Ingram service delivery
• Assists in the product improvement requests identified through ticket analysis

Additional Information

Perks/Benefits:

• A highly competitive compensation package with generous benefits beginning first day of employment for Medical/Prescription Drug plans, HSA, Vision, Dental and Health Care FSA.
  • 15 vacation days & 12 sick days accrued annually and 3 personal days
  • 401K match, Life and AD&D, Employee Assistant programs, Group Legal, & more
  • Wellness program with access to onsite gym and basketball court for assoc