User Support Analyst

THE OPPORTUNITY

Dillard's is looking for a User Support Analyst to join their Merchant Support team. You will maintain various applications, which entails system administration skill and basic computer knowledge. As the User Support Analyst, you will evaluate a given problem, diagnose it to find the root cause, and then either solve the problem or involve the relevant business group. You will serve as the liaison between end users and the technical groups charged with developing and maintaining certain applications.

THE TEAM

Teamwork is key to our success. The members of our team are always willing to collaborate to address end user issues, which allows everyone to have a deeper understanding of the applications we support. Because we handle a variety of issues daily through multiple channels– email, instant messaging, and in person– being able to communicate clearly and effectively both within the team and with those outside of the team is critical. Our goal is to ensure that our technology meets the needs of the end users. To accomplish this, our team strives to identify multiple solutions to issues that work best for the end user and we provide training for them as well.

WHAT YOU WILL DO

• Control users' security access within the company's applications.
• Provide key behind the scenes support for merchants, stores and management.
• Identify, develop, and document functionality changes.
• Communicate with users to identify procedures followed and source of error.
• Communicate with programmers to explain software errors, recommend changes to programs, or take recommendations on procedure changes.
• Test software and hardware to evaluate ease of use, business relevance, and if the product is working as intended.
• Write or revise user manuals and procedures.
• Develop training materials, such as presentations and job aids.
• Train users on software and hardware on-site, in a classroom, or remotely.

THE SKILL SET

• Proficiency in the Microsoft Office Suite of products (Excel, Word, PowerPoint) is required.
• Excellent interpersonal and communication skills, both written and oral, as well as the ability to interact with members of all levels of the organization.
• Ability to understand technical requirements and specifications as they relate to the needs of users and explain those technical requirements and specifications to the non-technical users.
• Working knowledge of enterprise software from both a technical and user perspective.
• Ability to work on multiple projects concurrently, both in a team setting and independently.
• Strong organizational skills.
• Experience in buying or retail store management is preferred.

WITHIN 1 MONTH, YOU'LL

• Have a general understanding of applications and what data they represent.
• Review current documentation for applications.
• Review emails in Merchant Support to gain familiarity with the type of issues we handle as well as the solutions.
• Attend any training classes via Google Meet to have a better understanding of applications and processes.

WITHIN 2 MONTHS, YOU'LL

• Be able to navigate application screens including maintenance and update screens.
• Provide support via email, phone and in person with questions and issues from end users or management.
• Continue attending any Google Meet training classes to have a better understanding of applications and processes.
• Begin assisting in RFID store support. You will work with team members to learn how to assist the stores in completing their RFID Counts.

WITHIN 3 MONTHS, YOU'LL

• Be able to translate end user issues that need technical support from programmers in a way that more easily addresses what the issue is and how to resolve it.
• Continue attending any Google Meet training classes to have a better understanding of applications and processes.
• Navigate within our analytical tool to assist merchants and management in running reports to give better insights of store and merchandise performance.