AI360 Technical Systems Analyst
Helena Agri-Enterprises, LLC, a national agricultural-chemical company, has an immediate opening for an AI360 Technical Systems Analyst at our Corporate office. The role of the AI360 Technical Systems Analyst is to provide top level technical support to the end-users (internal and external) who are experiencing any procedural or operating difficulty with the use of the AI360 system. Responsibility will include taking calls from the users in order to troubleshoot and solve complex and/or high priority problems related to the system. In addition, this includes researching and documenting the issues reported by the users so they can be elevated and communicated to specialized support groups for technical resolution including being placed on the development list. Also this role will be testing and coordinating with others on the GIS team to identify and solve the known and potential issues. Must consistently exercise independent choice and judgment or perform work requiring invention, imagination or talent in a recognized field of artistic endeavor 50% or more of the time. ESSENTIAL DUTIES AND RESPONSIBILITIES include the following:This position will be responsible for providing top-level support to end-users on pc/mobile hardware/software.Works with Helena employees, outside vendors, outside data sources and others to solve problems as well as provide solutions to issues pertaining to the AI360 GIS software application in a friendly and business professional manner.Provides support to the AI360 users including troubleshooting, identifying and documenting problems in order to direct the issue to the correct group.Must diagnose and work with internal resources as well as third-party providers to correct issues, process and direct customer support calls from end-users.Determines the most effective manner to resolve client's technical issue. Engages in research and in-depth troubleshooting to resolve technical issues. Consults with others within the department, outside departments, vendors and other service providers when necessary.The role may include running diagnostic programs, isolating problem, determining and implementing a solution(s).Recording required customer and problem information in the help desk ticketing system. Updates tickets with appropriate journal entries of activities, and closes tickets with resolution entered upon completion of the job.Resolves first level (Level 1 and/or 2) work orders. Elevates complex and/or high priority problems to the appropriate support groups for resolution.May diagnose and correct system issues and maintain the daily performance of AGRIntelligence systems.Run reports and custom queries to analyze the systems in order to identify current/existing and potential future issues and malfunctions.Research, analyze and resolve system and interface issues.Determines if processes need to be revised and makes recommendations and implements necessary changes for future support needs.Assists with the creation, publishing and implementation of the test plans including writing and maintaining test automation and developing quality assurance standards.Must keep the help desk ticketing and knowledge base system updated.Will assist with the maintaining and updating the online resources.Analyze and review new and upgraded software in order to determine potential business impact.Follow up and confirm that all support issues have been effectively resolved through verbal, email and/or system follow up.Assists in defining data needs, workflow process and/or system requirements and makes recommendations.Work with department team to manage and execute project workflows and tasks for the AI360 system.Test, analyze and review new and upgraded software applications.Train users on the operation and functionality of information management/GIS applications and related processes. Additionally will be responsible to develop training material to support the system.Other work-related duties as assigned by supervisor/manager.Reliable and regular attendance is expected. QUALIFICATION REQUIREMENTS: To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. EDUCATION and/or EXPERIENCE:The position requires experience in hardware, software, and network troubleshooting, or equivalent training and/or education are necessary. Customer service training and/or experience are highly desired.Bachelor s degree from an accredited college and 3-5 years of experience or equivalent combination of education and experience.Experience working with agricultural systems or GIS systems. OTHER SKILL and ABILITIES:Excellent written and verbal communication skills.Excellent analytical, organizational and problem solving skills.Strong team skills and the ability to work independently. Excellent computer skills.Working knowledge of GIS software applications.General understanding of geography and GPS systems. Exceptional customer service skills.General understanding of the field equipment used to collect agricultural and other prevalent data.Ability to set priorities and work on multiple tasks.Valid driver s license.Ability to travel. PHYSICAL DEMANDS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee is regularly required to sit, use hands to finger, handle or feel objects, tools, or controls, and reach with hands and arms. The employee is frequently required to talk or hear. The employee is occasionally required to stand, walk, climb or balance, and taste or smell. Specific vision abilities required by this job include close vision, color vision, peripheral vision, depth perception, and the ability to adjust focus. The employee must occasionally lift and/or move up to fifty 50 pounds. WORK ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. While performing the duties of this job, the employee frequently works in outdoor weather conditions and frequently is exposed to risk of electrical shock. The employee occasionally works near moving mechanical parts and in high, precarious places and is occasionally exposed to fumes or airborne particles. The noise level in the work environment is usually moderate to loud. We offer an excellent working environment and an outstanding compensation and benefits package. Helena Agri-Enterprises, LLC, is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, age, status as a protected veteran, among other things, or status as a qualified individual with a disability.Apply for this job.