IT Support Business Analyst

IT Support Business AnalystLocation:Wilmington, Massachusetts2404333The IT Support Business Systems Analyst is responsible for identifying, documenting, supporting system and process changes necessary to improve system and operational performance of UniFirst production systems. This role interacts with various levels of the organization to understand and solve issues. The position requires strong problem-solving, business process, planning, time management and reporting and data analysis skills.Responsibilities:

Analyze, troubleshoot and drive incidents towards resolution include steps needed to solve the issue

Data gather, reproduce, and log defects as appropriate. Provide add’l logs, screenshots, or other supporting information as necessary

Identify workarounds for defects, communicating with users as necessary, as well as document work arounds in defect document

Provide data extracts for query requests/reports using SQL database tool if necessary

Appropriately routes issues not resolved to the correct team for resolution, include documentation for all troubleshooting and triage steps taken

Submit change requests to correct issues found in incidents which require action outside of the application, validation is also required once request processed

Ensure incidents are properly updated to provide current status and include documentation on analysis of current issue

Work closely with other departments when issues require wider analysis

Assists in identification of trends in incidents, recommending recurring issues for problem management processes.

Update support documents for new releases, patches and troubleshooting/how to scripts to reflect production changes

Capture documentation for incidents submitted as enhancements for future application releases to share with the Development team for prioritization

Participate in on call after hours rotation schedule

QualificationsExperience:

Technical skillset with SQL tool for database query and reporting is preferred

Strong organizational and analytical skills to assist in multiple projects

Strong customer service focus, organizational skills and ability to multi-task with excellent time management skills required

Strong verbal and written communication skill

Education:

Bachelor's degree in IT discipline is preferred

Position will be for the following shift:9:00 am – 6:00 pm EDTBenefits & Perks401k with Company Match, Profit Sharing, Health Insurance, Employee Assistance Program, Life Insurance, Paid Time Off, Direct Payroll Deposit, Tuition Reimbursement, 30% Employee Discount, Employee Referral BonusesUniFirst is an international leader in the $18 billion-dollar garment services industry. We currently employ over 14,000 team partners who serve 300,000 business customer locations throughout the U.S., Canada, and Europe. We were included in the top 10 of Selling Power magazine’s “Best Companies to Sell For” list and recognized on Forbes magazine’s “Platinum 400 – Best Big Companies” list. As an 80-year old company focused on annual growth, there’s never been a better time to join our team.UniFirst is an equal opportunity employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination lawsUniFirst is an equal employment/affirmative action employer. If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to TalentAcquisition@unifirst.com or call to let us know the nature of your request.UniFirst Recruiters and/or representatives will not ask job seekers to provide personal financial information when submitting a job application. Please be vigilant as such requests for information may be fraudulent.UniFirst is an equal opportunity/affirmative action employer. We do not discriminate in hiring or employment against any individual on the basis of race, color, gender, national origin, ancestry, religion, physical or mental disability, age, veteran status, sexual orientation, gender identity or expression, marital status, pregnancy, citizenship, or any other factor protected by anti-discrimination laws.If you need accommodation for any part of the application process because of a medical condition or disability, please send an e-mail to TalentAcquisition@unifirst.com orcall 800-347-7888 to let us know the nature of your request.UniFirst Recruiters and/or representatives will not ask job seekers to provide personal financial information when submitting a job application. Please be vigilant as such requests for information may be fraudulent.