Web Application Analyst

The Application Analyst is responsible for incident management and resolution across relevant systems. This role ensures the customer experience for end-to-end processes function accurately and efficiently. The Application Analyst uses incident experience and reporting to identify gaps and deliver metrics to the business.

Essential Functions

• Manage incident triage using the ServiceNow ITSM and resolve complex user issues using SAP processing, legacy system, and/or end-user application knowledge
• Troubleshoot, diagnose, and resolve end user issues that have been escalated or logged via self-service in a timely manner, focusing on a high rate of incident resolution within the team
• Escalate unresolved issues to functional and development teams, routing to correct team as appropriate (e.g., SAP or Web)
• Transfer knowledge to encourage early support resolution by maintaining documentation, publishing articles on ServiceNow, and training support teams and end users
• Maintain expertise in SAP solutions, APIs, and third-party integrations to support timely, high-quality issue resolution
• Ensure business transaction issues are addressed by monitoring daily business operations
• Lead support calls and training efforts with business leadership and super users by sharing support metrics, key issues, and knowledge to enhance overall skill levels
• Automate transaction monitoring by utilizing tools like SAP Business Process Monitoring and custom reporting, spending majority of time on issue resolution and root cause analysis
• Comply with Company and department policies and standards; performs other duties as assigned

Essential Functions: Dental US

• Web Applications: Write and execute SQL queries to diagnose and evaluate system behavior

Minimum Requirements

• Bachelor's Degree Bachelor's Degree
  in IT, Management Information Systems (MIS), Computer Science, or Business Management or equivalent education and/or experience or equivalent education and/or experience
• Experience improving the incident management process using automation and
• 3 years experience in applicable Web platforms and
• 2 years experience with SQL

Preferred Requirements

• Experience with a service management tool such as ServiceNow

Skills and Abilities

• Strong verbal and written communications with ability to effectively communicate at multiple levels in the organization
• Ability to communicate ideas in both technical and user-friendly language
• Strong organizational skills, attention to detail and task follow-up skills in a fast-paced and changing environment. Adept at handling multiple work items in a timely manner
• Ability to work effectively within a team and build strong working relationships with all levels within the organization
• Ability to learn quickly and take on new knowledge and incorporate into day-to-day activities
• Knowledge of ITIL and Agile best-practices preferred
• Strong listening and interpersonal skills—customer service focus
• Strong technical, analytical, investigative and organizational skills
• Ability to conduct research into systems issues and products as required
• Familiarity with use of AI Ops
• Web Applications: Familiarity with Web troubleshooting tools, including Post Man, FullStory and Application Performance Management Tools such as Dynatrace, Fullstory, DataDog, or New Relic
• Web Applicaitons: Familiarity and personal usage of SQL query skills and custom reporting with the ability to learn more advanced SQL processes.

Physical and Cognitive Demands

• Communicate/Hearing Frequently
• Communicate/Talking Frequently
• Learn New Tasks or Concepts Frequently
• Make Timely Decisions in the Context of a Workflow Frequently
• Complete Tasks Independently Constantly
• Maintain Focus Constantly
• Remember Processes & Procedures Constantly
• Stationary Position (Seated) Constantly
• Vision Constantly

This person must be located within a commutable distance to Mendota Heights, MN. This will be 2 days in the office hybrid model.

The potential compensation range for this role is below. The final offer amount would be based on various factors such as candidate location (geographical labor market), experience, and skills. $66,600.00 - $81,600.00