Introduction to arenaflex
At arenaflex, we are storytellers, and we make the impossible, possible. As a world-leading experience and technological leader, our passion is to constantly envision new methods to transport audiences across the world. This passion stays our touchstone in an organization that stretches from subject parks, lodges, and a cruise line to sports, news, movies, and a number of different businesses. Uniting every enterprise is a determination to develop and turn into unforgettable experiences — and we're continuously searching out new methods to beautify those interesting experiences.
Job Overview
We are seeking an experienced and skilled Remote Customer Support and Enterprise Application Support Analyst to join our team. As a key member of our Enterprise Technology crew, you will be responsible for providing top-notch support to our customers and stakeholders, ensuring that our enterprise applications and systems are running smoothly and efficiently. Your expertise will play a critical role in driving business growth, improving customer experiences, and advancing operational excellence.
Key Responsibilities
- Act as a software problem expert, working with customers and stakeholders to address problems and advocate/implement improvements.
- Oversee software and platforms to ensure that any new solution is sustainable, can scale up, and is supported by upstream and downstream systems.
- Translate business processes into highly targeted technical specifications.
- Analyze and enhance present workflows to offer business efficiencies.
- Participate in architectural machine design evaluation and provide area expertise on the present portfolio of products.
- Provide testing guidance on unit, functional, and regression testing.
- Investigate and resolve manufacturing-related problems in a timely manner from a quit user perspective.
- Identify and mitigate risks to service delivery and proactively address and resolve problems before they affect service levels.
- Develop and maintain software documentation to ensure that support can be correctly performed, and the impact of future requests can be assessed.
- Monitor service performance and recommend areas of focus for continuous improvement initiatives, including software performance management.
Vendor Management
- Be responsible for vendors/partners in the timely resolution of incidents/problems/requests, ensuring service level and quality goals are met.
- Gather requirements for minor improvements and supervise the resulting product from providers.
- Participate in testing as required by the test strategy.
- Drive the adoption of agile development methodologies, focusing on improving the rate and quality of delivered work products through DevOps practices and automated testing.
- Partner with the software security team on the implementation of "security by design," ensuring that all solutions meet security standards.
Project Management
- Work as a project manager for small to medium-sized projects (less than $250K) if needed.
- Manage the transition to operations by preparing an end-to-end sustain model, including support models, runbooks, Hypercare, and operational level agreements while working closely with project and executive stakeholders.
Essential Qualifications
To be successful in this role, you will need:
- 5+ years of experience in a support function in a corporate environment of similar size/complexity.
- 3+ years of experience in software development with relevant technologies.
- A Bachelor's degree in a relevant field.
- Strong technical and business acumen, with deep knowledge in the allocated area(s) as well as strong skills in the technology that supports the area(s) of Coupa.
- Experience with Coupa P2P Solutions, Coupa Contract Management, Spend Management Solutions, and P2P Indirect Procurement.
- Hands-on experience with SAP AP, SAP MM, SAP WM, and Blue Yonder is ideal.
- Deep Service Management knowledge, working within a support network/Center of Excellence.
- Experience managing outsourced providers, including agile software development, testing, SLA management, and incident/problem management.
Preferred Qualifications
While not essential, the following skills and experience are highly desirable:
- Experience working in an agile framework.
- Wide experience with various Software Development Lifecycle methodologies across waterfall and agile.
- Current knowledge of new/emerging technology and its application in business.
- Experience with software monitoring technologies; New Relic, Data Dog, Synthetic Transactions.
Skills and Competencies
To excel in this role, you will need to possess:
- Strong analytical and problem-solving skills.
- Excellent communication and interpersonal skills.
- Ability to work independently and as part of a team.
- Strong emotional intelligence and negotiation skills.
- Ability to influence and build strong relationships with stakeholders.
- Strong business acumen and understanding of the allocated area(s).
Career Growth Opportunities and Learning Benefits
At arenaflex, we are committed to the growth and development of our employees. You will have access to:
- Online learning tools and programs designed to foster inclusion and professional development.
- Opportunities to volunteer through arenaflex VoluntEARS.
- Discounts at select hotels, dining, products, and entertainment locations.
- Flexibility in your work arrangement, including remote work options.
- Affordable medical insurance alternatives, including medical, dental, and vision coverage.
- On-site, low-cost, and back-up child care alternatives at select locations.
- Vacation and sick leave, as well as retirement plans.
- Complimentary theme park admission after a certain period of employment.
- Educational compensation and arenaflex Aspire, which pays 100% of tuition upfront at community colleges for full-time and part-time hourly employees.
Work Environment and Company Culture
At arenaflex, we pride ourselves on our dynamic and inclusive work environment. You will be part of a team that values:
- Collaboration and teamwork.
- Innovation and creativity.
- Continuous learning and growth.
- Diversity and inclusion.
- Community involvement and social responsibility.
Compensation, Perks, and Benefits
We offer a competitive salary range of $33-50 per hour, depending on experience. You will also be eligible for a range of benefits, including:
- Comprehensive health insurance.
- Retirement plans.
- Vacation and sick leave.
- Complimentary theme park admission.
- Educational compensation and arenaflex Aspire.
- Discounts at select hotels, dining, products, and entertainment locations.
Conclusion
If you are a motivated and experienced professional looking for a new challenge, we encourage you to apply for this exciting opportunity. As a Remote Customer Support and Enterprise Application Support Analyst at arenaflex, you will be part of a dynamic team that is shaping the future of customer experience. Don't miss out on this chance to join our team and take your career to the next level. Apply now and become a part of the arenaflex family!
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