Application Support Analyst Jobs in Illinois

POSITION DESCRIPTION

Application Support Technician – Supply Chain

Department: Information Technology | FLSA Classification: Non-Exempt | Employment Type: Full-Time

POSITION SUMMARY

Responsible for ensuring stability, availability, and performance of supply chain applications by managing critical incidents, coordinating issue resolution, and driving continuous service improvement. The role serves as a bridge between business stakeholders, application teams, infrastructure teams, and vendors to minimize business disruption and maintain operational excellence.

ESSENTIAL FUNCTIONS AND RESPONSIBILITIES

Key Responsibilities

• Provide L2 support for Supply Chain Management (SCM) applications.
• Perform incident, problem, and service request management in accordance with ITIL processes.
• Analyze application issues, identify root causes, and coordinate timely resolutions.
• Maintain application documentation, support procedures, and knowledge repositories.
• Drive service restoration, provide timely status updates and executive communication during critical incidents.
• Automation vendor coordination & escalation.

Stakeholder & Service Management

• Partner with business users to understand operational challenges and prioritize support activities.
• Collaborate with development, infrastructure, database, cloud, and vendor teams for issue resolution.
• Drive service improvement initiatives and process optimization.
• Prepare incident trends, availability reports, and executive dashboards.

MINIMUM QUALIFICATIONS

Education

• Bachelor’s or master’s degree in information technology, Computer Science, or a related field; OR an equivalent combination of education, training, and relevant work experience

Experience

• Minimum of eighteen (18) months of hands-on experience in a desktop support, help desk, or IT support capacity.
• Demonstrated experience supporting Windows-based environments, including Windows 10 and/or Windows 11.

Certifications (Preferred)

• CompTIA A+ certification or equivalent vendor-neutral credential.
• Microsoft Certified Professional (MCP), Microsoft 365 Fundamentals, or higher-level Microsoft certification.

REQUIRED KNOWLEDGE, SKILLS, AND ABILITIES

• Exposure to Supply Chain processes
• Exposure to supporting platforms such as SAP, Supply Chain HUB, Oracle SCM, Blue Yonder or similar solutions.
• Mandatory Hands-on experience with Incident, Problem, and Change Management processes.
• Knowledge of ITIL frameworks and Major Incident Management.
• Excellent troubleshooting, analytical, and root-cause analysis skills.
• Strong stakeholder management and communication abilities.
• Experience with monitoring tools, ticketing systems (ServiceNow, Remedy, Jira, etc.), and batch/job monitoring.

Preferred Qualifications

• Bachelor’s degree in information technology, Computer Science, or related field.
• ITIL Foundation or IT Service Management certification.
• Experience in 24x7 production support environments.
• Knowledge of cloud platforms, databases, and integration technologies.

PHYSICAL REQUIREMENTS AND WORK ENVIRONMENT

The demands below are representative of those required to perform this role's essential functions. Reasonable accommodations will be made for qualified individuals with disabilities in accordance with the ADA and applicable state law.

• Regularly required to sit, stand, walk, and use hands to operate a computer keyboard and standard office equipment.
• Occasionally required to lift and/or move IT equipment weighing up to 50 pounds.
• May require bending, kneeling, or crouching to install or service equipment.
• Work is performed primarily in a standard office or data center environment with moderate noise levels.
• May be required to travel to or work at multiple organizational sites or client locations.

EQUAL EMPLOYMENT OPPORTUNITY

We are an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy and related conditions), gender identity, sexual orientation, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable federal, state, or local law, including Title VII, the ADEA, the ADA, GINA, and USERRA.

Applicants requiring a reasonable accommodation to participate in the application or interview process should contact Human Resources in advance.

DISCLAIMER

This description outlines the general nature and scope of the role and is not an exhaustive list of all duties or requirements. Management may modify responsibilities as business needs evolve.