Application Analyst, End User Success
Job Summary:
An Application Analyst in End User Success will provide end user support for a suite of enterprise applications supported within our technology organization. This position will be responsible for ensuring efficient and effective resolution of user issues, as well as communicating trends so that gaps in training or self-help documentation can be closed. The ideal candidate will have experience supporting Oracle ERP, Oracle EPM, or PowerPlan applications, experience navigating relational databases, exceptional communication skills, and a customer-focused mindset. This position will report to the End User Success Manager.
Responsibilities:
- End User and Issue Resolution
+ Provide end-to-end support and resolution for user issues related to a large enterprise application.
+ Investigate user issues using technical solutions to research data, integration processes, and workflow processes.
+ Follow service level agreements (SLAs) to ensure prompt resolution of user needs and a high level of customer satisfaction.
+ Collaborate with internal teams, such as developers and technical experts, to escalate and resolve complex user problems.
+ Anticipate end user needs based on cyclical business process execution, application changes, or the implementation of new business processes.
+ Support strategies and initiatives to enhance user satisfaction, reduce support tickets, and increase productivity.
+ Monitor and analyze support metrics to identify trends, patterns, and areas for improvement.
+ Develop and maintain a comprehensive knowledge base of common user issues, troubleshooting techniques, and best practices.
+ Support the creation and update of documentation, user guides, and training materials to enable self-service support and enhance user experience.
+ Conduct training sessions and workshops to educate users on application functionalities and best practices to minimize support requests.
Requirements:
- Bachelor's degree in computer science, engineering, or a related field.
- Minimum of 3+ years of experience in end user support or a related technical support function.
- Strong technical knowledge, including configuration, troubleshooting, and user support, of one or more of the following enterprise applications: Oracle ERP, Oracle EPM, PowerPlan.
- Excellent analytical and problem-solving skills, with the ability to investigate issues in large data sets, relational databases, interfaces, and reporting tools. Proficiency with PL/SQL, OTBI, or Splunk is a plus.
- Excellent communication skills, both verbal and written, with the ability to explain complex technical concepts to non-technical users.
- Strong customer service orientation and a commitment to delivering exceptional support.
- Ability to handle multiple priorities and work effectively in a fast-paced, dynamic environment.
This position falls under the company’s Insider Threat Program and will have access to, and control over sensitive data, systems or assets. Enhanced personnel screening, which includes a background review, drug screen and psychological assessment, will be required if you are selected for this position
About Southern Company
Southern Company (NYSE: SO ) is a leading energy provider serving 9 million customers across the Southeast and beyond through its family of companies. Providing clean, safe, reliable and affordable energy with excellent service is our mission. The company has electric operating companies in three states, natural gas distribution companies in four states, a competitive generation company, a leading distributed energy solutions provider with national capabilities, a fiber optics network and telecommunications services. Through an industry-leading commitment to innovation, resilience and sustainability, we are taking action to meet customers' and communities' needs while advancing our goal of net-zero greenhouse gas emissions by 2050. Our uncompromising values ensure we put the needs of those we serve at the center of everything we do and are the key to our sustained success. We are transforming energy into economic, environmental and social progress for tomorrow. Our corporate culture has been recognized by a variety of organizations, earning the company awards and recognitions that reflect Our Values and dedication to service. To learn more, visit www.southerncompany.com .
Southern Company invests in the well-being of its employees and their families through a comprehensive total rewards strategy that includes competitive base salary, annual incentive awards for eligible employees and health, welfare and retirement benefits designed to support physical, financial, and emotional/social well-being. This position may also be eligible for additional compensation, such as an incentive program, with the amount of any bonus/awards subject to the terms and conditions of the applicable incentive plan(s). A summary of the benefits offered for this position can be found here https://seo.nlx.org/southernco/pdf/SOCO-Benefits.pdf . Additional and specific details about total compensation and benefits will also be provided during the hiring process.
Southern Company is an equal opportunity employer where an applicant's qualifications are considered without regard to race, color, religion, sex, national origin, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, or any other basis prohibited by law.
Job Identification: 17769
Job Category: Information Technology
Job Schedule: Full time
Company: Southern Company Services
