IT Support Analyst- Business Support Applications

IT Support Analyst- Business Applications

Job Code
ITS 202

FLSA Status
Exempt

Job Information

Reports To

Director of Business Applications Support

Work Schedule

Monday-Friday, Must be flexible

Amount of Travel Required

Up to 10%

Summary/Objective

Buffalo Rock is an award-winning Pepsi and Keurig Dr Pepper bottler founded in Birmingham, AL more than 125 years ago. Buffalo Rock manages the best alcoholic and non-alcoholic beverage portfolio in the country, which includes several beloved global and regional brands.

The IT Support Analyst – Business Applications is responsible for providing first-level support and operational assistance for core enterprise systems. This role plays a key part in ensuring system reliability, resolving routine issues, and supporting end users across the organization. The analyst will work closely with internal teams and external vendors to maintain efficient system performance and support business operations.

Essential Functions
Reasonable accommodations may be made to enable individuals with disabilities to perform these essential functions.

·        Application Support & Issue Resolution

·        Provide day-to-day support for business-critical applications (e.g., ERP, WMS, EDI, and related systems).

·        Investigate and resolve common system issues, data discrepancies, and user-reported problems.

·        Monitor application performance and identify potential issues impacting operations.

·        Ticket Management & Triage

·        Manage incoming help desk tickets, ensuring timely intake, categorization, and prioritization.

·        Gather necessary details to support efficient troubleshooting and resolution.

·        Track and update tickets through completion, maintaining clear communication with stakeholders.

·        Vendor Coordination

·        Serve as a liaison between internal teams and third-party vendors

·        Open, manage, and follow up on vendor support cases.

·        Provide vendors with detailed examples, documentation, and diagnostics to facilitate resolution.

·        User Support & Communication

·        Act as a primary point of contact for operational teams, including warehouse, delivery, and accounting.

·        Communicate technical issues and solutions in clear, business-friendly language.

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