Anlst, Svc - Energy Portfolio - GROWMARK, Inc. - Bloomington, IL

GROWMARK is an agricultural cooperative serving almost 400,000 customers across North America, providing agronomy, energy, facility engineering and construction, and logistics products and services, as well as grain marketing and risk management services. Headquartered in Bloomington, Illinois, GROWMARK owns the FS trademark, which is used by its member cooperatives. GROWMARK also owns and operates SEEDWAY, the largest full-line seed company in the United States. More information is available at growmark.com.

See what it's like to work at GROWMARK: https://youtu.be/CSVMnKCySsY

 

PURPOSE AND SUMMARY STATEMENT

The Service Analyst provides advanced technical support for Energy applications and associated hardware to create a positive customer experience that resolves customer issues and minimize disruption to retail Energy operations.

 

Applications include Wireless Energy Business Solution (wEBS), Tank Monitors, Tank Spotter, Agvance modules, and others.

 

ESSENTIAL JOB FUNCTIONS

Serves as the primary Tier 2 customer service analyst for Energy applications. Responsible for customer service functions to respond and solution advanced complex issues in a professional and responsive manner.

 

Develop and maintain an advanced understanding of Energy application hardware, software, and services and how they interface with other platforms.

 

Provides leadership, training, and assistance to end users, IT Applications Support, IT Portfolio, and select GROWMARK employees to ensure users receive customer service that exceeds their expectations.

 

Operates within the incident management platform and provides process recommendations to facilitate internal tracking and visibility along with the best customer experience.

 

Adheres to established SLAs focused on customer service requests being completed in a timely and accurate manner. Monitors team SLA metrics and creates dashboards for management reporting.

 

Develops and maintains knowledge base documentation on Energy applications and hardware. Shares with and educates IT Application Support.

 

Configures and installs Energy applications hardware and software systems.

 

Assists with the testing and implementation of Energy applications and ensures their accurate interface with other applications.

 

Recommends ways to enhance Energy applications to provide industry best practices and be user friendly.

 

 

OTHER JOB FUNCTIONS

Provides evening and weekend on-call support functions as part of a team rotation.

 

Performs other duties and special projects as assigned.

 

Follows GROWMARK’s Code of Conduct and Corporate Compliance Program, Environmental Health and Safety, OSHA and DOT policies and procedures, as they apply.

 

REQUIREMENTS

Normally requires a bachelor’s degree in information technology, information systems, business administration, or 4 years of related experience to demonstrate working knowledge to provide applications support and recommendations to Energy business areas.

 

Intermediate skills in SQL scripting and database manipulation preferred, basic skills required. Basic IP Networking skills required.

 

Demonstrate diagnostic, problem-solving, analytical, planning, organization and project management skills and the ability to read and interpret technical mat