IT Support Analyst- Business Applications

Director of Business Applications Support

Monday-Friday, Must be flexible

Up to 10%

Buffalo Rock is an award-winning Pepsi and Keurig Dr Pepper bottler founded in Birmingham, AL more than 125 years ago. Buffalo Rock manages the best alcoholic and non-alcoholic beverage portfolio in the country, which includes several beloved global and regional brands.

The IT Support Analyst – Business Applications is responsible for providing first-level support and operational assistance for core enterprise systems. This role plays a key part in ensuring system reliability, resolving routine issues, and supporting end users across the organization. The analyst will work closely with internal teams and external vendors to maintain efficient system performance and support business operations.

· Application Support & Issue Resolution

· Provide day-to-day support for business-critical applications (e.g., ERP, WMS, EDI, and related systems).

· Investigate and resolve common system issues, data discrepancies, and user-reported problems.

· Monitor application performance and identify potential issues impacting operations.

· Ticket Management & Triage

· Manage incoming help desk tickets, ensuring timely intake, categorization, and prioritization.

· Gather necessary details to support efficient troubleshooting and resolution.

· Track and update tickets through completion, maintaining clear communication with stakeholders.

· Vendor Coordination

· Serve as a liaison between internal teams and third-party vendors

· Open, manage, and follow up on vendor support cases.

· Provide vendors with detailed examples, documentation, and diagnostics to facilitate resolution.

· User Support & Communication

· Act as a primary point of contact for operational teams, including warehouse, delivery, and accounting.

· Communicate technical issues and solutions in clear, business-friendly language.

· Support users with system functionality, troubleshooting, and best practices.

· Documentation & Process Improvement

· Maintain and update knowledge base articles, troubleshooting guides, and standard.

· Identify recurring issues and contribute to process improvements.

· Promote consistency and standardization in support processes.

· Escalation Support

· Escalate complex or system-level issues to senior IT resources with appropriate documentation.

· Assist in testing and validating system fixes or updates.

· Support continuous improvement efforts related to system stability and support workflows.

· Must exhibit a high level of ethical and moral conduct while at work or in attendance of any off-site function during work hours or after work hours while representing the Buffalo Rock Company.

· Responsible for continuous self-improvement through the knowledge and use of all Buffalo Rock provided training, either web-based, in-house, or any other provided method. Must successfully complete assigned training curriculum, including but not limited to online and/or facilitated training.

· Ensure that every reasonable precaution is taken to protect the Company from possible damage, theft, or other liabilities.

· Ensure that every reasonable precaution is taken to protect the safety of employee- partners, self, customers, Buffalo Rock property, and customer property.

· Honor and follow through on all business commitments.

· Embody Buffalo Rock’s Purpose of “Building brands through legendary service and remarkable people.”

· Live Buffalo Rock’s Core Values:

· Committed to serving our communities.

· Customer success drives our success.

· Integrity matters.

· Obsessed with continuous improvement.

· We care for each other.

· Win the day.

Analytical Skills - Ability to use thinking and reasoning to solve a problem.

Communication, Oral - Ability to communicate effectively with others using the spoken word.

Communication, Written - Ability to communicate in writing clearly and concisely.

Customer Oriented - Ability to take care of the customers’ needs while following company procedures.

Detail Oriented - Ability to pay attention to the minute details of a project or task.

Organized - Possessing the trait of being organized or following a systematic method of performing a task.

Team Oriented – Willingness to work with others in department to provide the best possible service.

None

Office / Administrative: This role is performed in a professional office environment with standard office equipment such as computers, phones, and copiers. The employee-partner is regularly required to sit for extended periods, communicate via phone and email, and use a computer. The environment is generally quiet and collaborative.

N (Not Applicable) Activity is not applicable to this position.

O (Occasionally) Position requires this activity up to 33% of the time (0 - 2.5+ hrs/day)

F (Frequently) Position requires this activity from 33%-66% of the time (2.5 - 5.5+ hrs/day)

C (Constantly) Position requires this activity more than 66% of the time (5.5+ hrs/day)

Physical Demands

Frequency

Stand

F

Walk

F

Sit

C

Manually Manipulate

C

Grasp

C

Reach Outward

C

Reach Above Shoulder

O

Speak

C

Climb

O

Crawl

O

Squat or Kneel

O

Bend

O

Lift/Carry

Frequency

10 lbs. or less

F

11-20 lbs.

O

21-50 lbs.

N

51-100 lbs.

N

Over 100 lbs.

N

Push/Pull

Frequency

12 lbs. or less

F

13-25 lbs.

O

26-40 lbs.

N

41-100 lbs.

N

· Bachelor’s degree in Information Systems, Business, or a related field, or equivalent experience: Required

· A minimum of two years of experience in IT support, application support, or help desk environments: Required

· Experience supporting ERP, WMS, EDI, or supply chain systems: Preferred

· Familiarity with ticketing systems and vendor support processes: Preferred

· Experience working in an operations-driven or distribution environment: Preferred

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, age, genetic makeup, status as a protected veteran, or any other factor prohibited by applicable law.

The company has reviewed this job description to ensure that essential functions and basic duties have been included. It is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate. This document does not represent a contract of employment, and the company reserves the right to change this job description and/or assign tasks for the employee to perform, as the company may deem appropriate.