Position Title: Senior Applications Support Analyst

About the Role:

This senior-level position provides advanced technical support and problem resolution for Ashley Furniture's global retail operations applications, serving as a technical expert for cross-functional teams.

Key Responsibilities:

1. Technical Support & Problem Resolution

• Lead investigation and resolution of High/Critical incidents
• Independently troubleshoot complex system and application issues
• Analyze logs, system data, and source code for root cause analysis
• Work with global vendors and development teams for service restoration

1. Leadership & Mentorship

• Guide and support junior staff members
• Facilitate inter-group technical discussions
• Manage offshore team handovers

1. Process Improvement

• Author and maintain knowledge base articles
• Enforce process and procedure standards
• Assess incident priorities and change risks
• Support production deployment processes

1. Communication

• Provide clear, timely updates to stakeholders
• Manage customer expectations and experience
• Document technical solutions and processes

Required Qualifications:

• 3-5 years of IT experience
• Technical proficiency in:
• Current Server OS
• Azure
• Intune
• Networking
• Mobile Device Management
• Troubleshooting computer/credit card machines/iPad hardware

Education:

• Bachelor's degree in IT related field
• Or 5 years equivalent experience

Work Environment:

• Office-based position
• Occasional retail store travel required