Business Support Analyst, Intermediate
Company: Ingram Content Group
Location: La Vergne
Posted on: April 16, 2024
Job Description:
Company DescriptionJob DescriptionIngram Content Group (ICG)is
hiring for aBusiness Support Analyst to join our IT team in
ourLaVergne, TN(greater Nashville area) headquarters.The employee
will act as the Support Analyst for the overall Customer Care
organization with a focus in the following areas: Reporting and
Analytics, Work Force Management, Training and Operational
Excellence. Works with and administers a variety of tools and
applications related to the areas of focus. Identifies and
implements operational efficiencies through ticketing analysis and
reporting. Identifies ticketing trends and recommends corrective
measures as needed. Works with Business, Customer Care, and
technical teams to identify and implement improvements in service
delivery.Want to help explore and build new ways to deliver content
to the world?At Ingram, our Technology team is blazing a trail by
providing content distribution services to thousands of publishers
with key initiatives around business intelligence, machine
learning, continuous integration and omnichannel. We support
diverse people and technology that highlights innovation through
SaaS platforms, metadata, cloud, and containerization. Our teams
are agile, and emphasize authenticity, creativity, and transparency
upon a fact-based foundation.The world is reading, and it is our
goal to connect as many people as possible to the content they want
in the simplest ways. If you are an IT professional who strives to
deliver results through collaborative partnerships, understanding
what drives business,and enjoys working in a connected culture, we
can't wait to meet you!The ideal candidate will have the following
minimum qualifications:
- Bachelor's degree in business, computer science, or related
field or directly related year for
- year experience in relevant industry
- 3 + years' previous experience in customer support function,
project management or business
- analysis role
- 4+ years' in CRM and/or ITSM application support and
administrationWe have a preference for
- Prior Call Center experience including Center support functions
desirable
- Knowledge of software developmental environments
- Ability to exercise effective judgment, sensitivity, creativity
to changing needs and situations
- Ability to apply new knowledge, technology and procedure to job
responsibilities
- Technical writing skills
- Ability to work independently and as part of a team
- Ability to be assertive and persistent in order to gather the
required dataThe Senior Software Engineer's key responsibilities
are:
- Partners with Customer Care leadership to support applications
used in the support of multiple business brands
- Manages, participates, or performs tasks related to specific
projects to implement new technology as assigned
- Provides support and monitoring of all ITSM applications.
- Installs, configures, tests, and maintains infrastructure
hardware, application software and system management tools,
ensuring the highest levels of systems and infrastructure
availability
- Creates and modify reporting to measure service delivery key
performance indicators.
- Creates reporting options for tracking long-term improvements
in customer service delivery
- Analyzes ticket trends to make recommendations for operational
improvements
- Proficient in the creation of Customer self-serve portal
ensuring functionality and viability
- Designs and recommends various ticketing classification and
categories.
- Enhances ticket workflows through ticketing system
parameters
- Operates as a subject matter expert on work force management
software in use
- Utilizes primary scripting languages such as Python and
PowerShell
- Assists in the development of training material for the various
support groups in the Care
- organization.
- Serve as a subject matter expert in the ticket system in use,
leading to system administration certification.
- Collaborates with business on improving the overall customer
satisfaction with Ingram service delivery
- Assists in the product improvement requests identified through
ticket analysisQualificationsAdditional InformationPerks/Benefits:
- A highly competitive compensation package with generous
benefits beginning first day of employment for Medical/Prescription
Drug plans, HSA, Vision, Dental and Health Care FSA.
- 15 vacation days & 12 sick days accrued annually and 3 personal
days
- 401K match, Life and AD&D, Employee Assistanceprograms,
Group Legal, & more
- Wellness program with access toonsite gym and basketball court
for associates
- Avid reader? Numerous opportunities to engage with books and
authors
- Free card registration at the Nashville Public Library
- Discounted offers to self-publish with IngramSpark!
- Encouraged continued education with our tuition reimbursement
program
- Financial and in-kind opportunities to engage with non-profits
in your community
- Company match program for United Way donations
- Volunteer opportunities and in-kind drives for non-profits
throughout the year
- Take breaks or brainstorm in our game room with ping pong &
foosball
- Casual Dress Code & Flexible Schedules (per team)The world is
reading,and Ingram Content Group ("Ingram") connects people with
content in all forms. Providing comprehensive services for
publishers, retailers, libraries and educators, Ingram makes these
services seamless and accessible through technology, innovation and
creativity. With an expansive global network of offices and
facilities, Ingram's services include digital and physical book
distribution, print-on-demand, and digital learning. Ingram Content
Group is a part of Ingram Industries Inc. and includes Ingram Book
Group LLC, Ingram Publisher Services LLC, Lightning Source LLC,
Ingram Library Services LLC, Tennessee Book Company LLC, Ingram
Content Group UK Ltd. and Ingram Content Group Australia Pty
Ltd.Ingram Content Group LLC is an affirmative action/equal
opportunity employer. All qualified applicants will receive
consideration for employment without regard to race, color,
religion, sex, national origin, age, work related mental or
physical disability, veteran status, sexual orientation, gender
identity, or genetic information.
- EEO/AA Employer/Vet/Disabled
- We participate in EVerify.
- EEO Poster in English
- EEO Poster in Spanish
Keywords: Ingram Content Group, Murfreesboro , Business Support Analyst, Intermediate, Professions , La Vergne, Tennessee
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