Production Support Analyst

Position:Production Support Analyst
Job Description:

• Provides accurate solutions to user problems to ensure user's productivity.
• Responds to tickets, e-mail, on-call contact or instant messaging and ensures that each contact received is logged in the ticketing platform.
•  Follows escalation processes and refers bugs, defects, and system failure issues to the proper corresponding development group when appropriate.
•  Informs users of any global problems or system outages.
• Familiarity with Service Now, Navision, Salesforce, UNITY, Microsoft Office, Jira, Confluence, VictorOps, Slack, Teams, HYBRIS.
• Understanding of how Application Programming Interface (API) works and be able to assist with diagnosing, log gathering, basic troubleshooting, and when needed escalation for resolution of issues with the API.
• Enhances and develops quality support methods and communication skills through coaching and feedback.
• Acquires and maintains current knowledge of relevant product offerings and support policies in order to provide technically accurate solutions to customers.
• First point of contact for providing support for all Ecommerce IT applications and systems to internal and external end users.
• Applies knowledge of information systems and services to investigate and identify applications, systems, and network problems. Uses tools, techniques, and knowledge bases to resolve issue

62,200.00 - $82,500.00

Actual compensation offer to candidate may vary from posted hiring range based upon geographic location, work experience, education, and/or skill level. The pay ratio between base pay and target incentive (if applicable) will be finalized at offer. 

Location:US-CO-Colorado (Remote Employees)
Time Type:Full time
Job Category:Information TechnologyEEO Statement:

Arrow is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, gender, age, sexual orientation, gender identity, national origin, veteran or disability status. (Arrow EEO/AAP policy)

Arrow COVID-19 Vaccination Policy:

Arrow requires employees to provide proof of full COVID-19 vaccination by: 
•    December 1, 2021, for all positions located in CO and for business units within immixGroup and Zeus. 
•    All other employees will be required to identify vaccination status by December 1, 2021, and provide proof of full vaccination by January 3, 2022.