Applications Support Analyst

If you have an interest in being part of one of the fastest growing industries in the nation in you may consider wanting to work for Trulieve! If you have a desire to help others in need through your efforts, this may be the role for you! 

At Trulieve, we strive to bring our patients the relief they need in a product they can trust. Our plants are hand-grown in an environment specially designed to reduce unwanted chemicals and pests, keeping the process as natural as possible at every turn.

Our products are designed to alleviate seizures, severe and persistent muscle spasms, pain, nausea, loss of appetite, and other symptoms associated with serious medical conditions such as cancer.

Our specially trained staff works hand-in-hand with physicians to provide the right products and the correct dosage to ensure patients get the compassionate care they need.

To learn more about our company, please visit our website; 

https://www.trulieve.com

Requisition ID:  18435 

Remote Work Available: Yes 

Job Title: Application Support Analyst (I & O)

Department: IT

Location: Remote

Reports to: Application Support Lead

FLSA Status: Exempt

ROLE SUMMARY:   

Tremendous opportunity to provide support and analysis of Key IT systems for a company on an explosive growth path. As the Application Support Analyst, you will be responsible for providing Tier 1-3 technical support for our corporate-wide, e-commerce, and point-of-sale applications while liaising with key business users and technical partners.

We are looking for a customer service focused, detail-oriented person who can take ownership of customer satisfaction for our external and internal customers.

KEY DUTIES AND RESPONSIBILITIES

• Function as a subject matter expert for Enterprise applications, providing advanced technical support to the team and stakeholders.
• Analyze system logs and performance metrics to proactively identify potential issues and recommend improvements.
• Lead efforts to optimize Enterprise application performance and reliability.
• Collaborate with development and operations teams to drive continuous improvement.
• Lead incident response and root cause analysis for critical system issues.
• Interface with vendors and external partners to manage service level agreements and escalations.
• Drive initiatives to enhance system monitoring, alerting, and automation.
• Provide Tier 1/2/3 technical support for Magento e-commerce platforms and digital retail applications.
• Provide Tier 1/2/3 support for retail point of sale platforms beyond our IT Service Desk resources (e.g., product inventory, pricing & promotions, and product attribute support)
• Initiate and Tech Lead SEV1 calls with internal and external stakeholders.
• Liaise with internal customers (including retail store managers and sales managers) to understand details of tickets and to communicate resolutions.
• Liaise with applicable vendor partners to resolve incidents and problem/defects.
• Identify defects and assess fixes on applicable enterprise applications to include Magento and point of sale systems.
• Function as bridge between application users, EA Teams and contractors.
• Identify root cause of issues and propose system fixes.
• Identify enhancements that will reduce production support.
• Communicate new functionality being released for eCommerce and point of sale systems.
• Create Knowledge Articles on best practices for using system functions.
• Manage Zendesk queues and ensure attainment of appropriate SLAs.
• Provide production support off-hours, including nights and weekends, when required.
• Some travel required for site visits and to learn processes, less than 5%.
  
  

SKILLS AND QUALIFICATIONS

• 3+ years of experience in Enterprise application support or related field.
• Proficiency in troubleshooting and resolving complex technical issues in an eCommerce environment.
• Strong analytical and problem-solving skills.
• Demonstrated training abilities.
• Excellent written and verbal technical communication required.
• Help desk software experience required (Zendesk preferred)
• Experience with Magento 2.3+ required.
• Experience with Dynamics Nav
• Experience with OMS POS
• SQL experience desired
• Experience with a Magento instance that is integrated with an ERP system required.
• Preferred experience with ERPs, ideally SAP
• SAP experience desired
• Experience working in an Agile/Scrum software development environment a plus.
• Software testing/experience desired
• 2+ years working in a Level 2/3 IT support function.         

ADDITIONAL QUALIFICATIONS

• Must be able to pass a level 2 background check.

Equal Opportunity Employer   |   Trulieve Supports a Drug Free Workplace

Salary will be commensurate with experience.   A comprehensive benefits package including paid time off is offered with this position. 

Trulieve provides equal employment opportunities to all employees and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, pregnancy or any other characteristic protected by federal, state or local laws.