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Web Application Analyst

Primary Location Minneapolis-St. Paul-Bloomington, Minnesota Job ID R102604 Apply

Job Summary

The Web Application Analyst analyzes business and technical processes, documents technical and/or business requirement and acts as primary triage for eCommerce incident management process. The position requires the ability to quickly analyze system issues and work with development and SAP support to determine best resolution. The Analyst identifies gaps in our eCommerce services, such as program functions, output requirements, input requirements and sources, data conversion strategies, and system techniques and controls. This position translates business requirements to functional specifications and technical requirements. The Analyst works within SAP support, identifying end-to-end solutions for optimal web and SAP order management. They coordinate with business and technology teams to provision and verify business systems to ensure they meet requirements. The role will work with business end users and will interface with business leadership to provide incident metrics and reporting.

Essential Functions

To perform this job successfully, an employee must be able to perform each essential function satisfactorily, with or without reasonable accommodation. To request a reasonable accommodation, notify Human Resources or the manager who oversees the position.

  • Triage incidents using the ServiceNow ITSM, leveraging expert-level SAP knowledge to quickly solve end user application issues.
  • In support of diagnosing incidents and evaluating system behavior, write and execute simple SQL queries in SQL Server Studio; examine and draw insights from the results of those queries.
  • Troubleshoot, diagnose, and solve issues end users experience with SAP that have been escalated via the Service Desk or logged via self-service to the SAP Application Support team.
  • Ensure timely and high-quality incident resolution focused on knowledge sharing and end user enablement.  Focus on a high percentage of incidents being resolved by the SAP application support team.
  • Escalate issues appropriately to SAP functional and development teams.
  • Engage in creating/updating documentation for use by the SAP application support team, the Service Desk team, and eCommerce teams, for providing support to the Web and SAP software solution. Publish knowledge articles in Service Now.
  • Share knowledge/perform training with Service Desk personnel and end users to enable solutions at the earliest support team possible.
  • Identify and learn the various points in the Patterson SAP solution that need to be monitored to ensure effective and efficient movement of transactions thru the system.  Evolve this monitoring as the system changes.
  • Read and understand API guides of third-party integrations. Understand relevant architectural components and patterns (such as REST and SOAP) of the Platform and 3rd party integrations in order to evaluate for the Platform technical lead and Architect how the Platform should interoperate with those 3rd party APIs.
  • • Perform daily business operations monitoring to ensure business transaction issues are getting addressed.

Additional functions

In addition to the essential functions listed above, the incumbent may perform the following additional functions.

  • May leads calls with business leadership and super users regarding support metrics, key issues and learnings.
  • May lead support efforts with super users-- training, sharing knowledge and overall improving the skill level of Patterson’s super users.

Job Qualifications

Required Qualifications

  • Bachelor's Degree in MIS, IT, Computer Science, Business Management or a related industry degree preferred or a combination of equivalent education and experience

  • At least 3 years of industry experience in analysis or incident management

  • Basic SQL query skills with the ability to learn more advanced SQL processes

  • Strong technical, analytical, investigative and organizational skills

  • Ability to work effectively within a team and as an individual contributor in a fast-paced changing environment -- multi-tasks, prioritizes and meets deadlines in timely manner

  • Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization

  • Sound problem resolution, judgment, negotiating and decision-making skills

  • Demonstrated project management skills and project management software skills.

  • Must have an understanding of data flow modeling, use-case analysis, workflow analysis, functional decomposition analysis, data modeling, and object modeling.

Preferred Qualifications

  • Experience with ServiceNow

  • Knowledge of ITIL best practices


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