Purpose Statement: Application Analysts provide Customer Service Excellence by helping customers resolve issues in a timely manner while also driving to root cause to prevent recurrence, providing daily “care and feeding” for core applications to ensure availability and performance, providing conceptual design expertise to solutions, owning the application life cycle (patching, upgrades, security updates, etc.), and managing relationships with key third party software suppliers.
Key Job Accountabilities:
- Provide customer service excellence in supporting Plexus teammates through incident support, management and resolution.
- Act as first line of contact (post Global Service Desk) for application related issues – owning/managing the incident through resolution, problem creation and root cause analysis.
- Monitor incidents for trends and proactively recommend improvements
- Ownership of Application (s) (with limited oversight) with responsibility for lifecycle management, patching, security, functional testing, etc. Basic understanding of Application ecosystem (architecture, hardware, software, etc.).
- Help with third-party software vendor management and SLA focus. Skilled at documenting system requirements.
- Manage and successfully deliver moderate to high complexity projects. Apply advanced knowledge to identify and resolve core problems.
Additional Accountabilities:
- Regulatory Compliance: Ensure that solutions support Plexus and customer policies surrounding key controls and compliance, such as SOX, ITAR, EAR, FDA, and others as appropriate by properly specifying these needs as part of the overall delivery of requirements.
- Technical Currency: Remain current on Plexus business, industry and IT technology trends in order to provide forward looking solutions
- Focus on continuous improvement - personal, the team, and processes. Develop, discuss and adapt to those enhancements and changes.
- Actively participate in and sometimes lead Functional User Groups and similar meetings by sharing common problems and solutions across multiple sites/regions and providing user request updates.
- Additional duties as assigned.
Education/Experience Qualifications:
- A minimum of a Bachelor’s, equivalent experience degree is required.
- 2-5 years of related experience is required
- An equivalent combination of education and experience sufficient to successfully perform the key job accountabilities may be considered.
- Experience in computing systems or IT support is required
An equivalent combination of education and experience sufficient to successfully perform the key job accountabilities may be considered.
Other Qualifications:
- Increased business knowledge
- Action oriented
- Leadership
- Ability to escalate issues appropriately
- Present information for decision making purposes with some direction
- Increased acumen for planning
- Strong time management skills
- Ability to multi-task i.e. managing multiple projects
Work Environment:
- The work setting should consist of an office environment with suitable lighting, comfortable temperatures, and a low noise level.
What We Do
Since 1979, Plexus has been partnering with companies to create the products that build a better world. We are a team of over 20,000 individuals who are dedicated to providing Design and Development, Supply Chain Solutions, New Product Introduction, Manufacturing and Aftermarket Services. Plexus is a global leader that specializes in serving customers in industries with highly complex products and demanding regulatory environments. Plexus delivers customer service excellence to leading companies by providing innovative, comprehensive solutions throughout a product’s lifecycle. For more information about Plexus, visit our website at www.plexus.com
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