DUTIES AND RESPONSIBILITES:
• Responsible for elicitation, analysis, and documentation of business requirements.
• Research and exploration of user requirements, costs, and benefits in support of documentation required for the demand management process.
• Responsible for analyzing the business needs to identify new processes and process improvements that will meet those needs.
• Documents current business processes and models to define requirements and/or gaps.
• Analyze detailed system factors including input/output requirements, information and paper flow, hardware, and software needs.
• Analyze “soft" system factors including roles, responsibilities, policy, culture, etc.
• Evaluate the impact of potential software and process changes on the organization.
• Develop and facilitate groups as necessary in pursuit of eliciting and defining requirements.
• Assist in the creation of the business case documentation.
• Understanding of architectural consistency and usability standards.
• Defines and develops user test cases and validates test results during testing.
• Executes unit and functional test cases.
• May conduct system demonstrations and training sessions, as well as participate in design/review of training content.
• Plays a third level support role by helping to troubleshoot and resolve issues with production systems.
• Participates in associate meetings and communicates any concerns to management.
QUALIFICATIONS AND REQUIREMENTS:
• Bachelor’s degree in computer science, Information Systems, Business, or another related field or equivalent work experience.
• Proven experience leading data migration requirements from legacy systems into a new ERP (Sage X3) environment
• Strong hands-on expertise in requirements elicitation, documentation, and management, with emphasis on data mapping, transformation rules, and validation
• Deep understanding of data structures, data quality, and migration best practices, with the ability to identify gaps and risks early
• Self-driven and accountable professional with strong stakeholder management and communication skills, able to drive outcomes with minimal oversight
• Working knowledge of Confluence and JIRA.
• Experience in any of the following business areas is desired: Sales operations, order entry, accounting, finance, procurement, warehouse operations, order management, and order fulfillment.
• Minimum of 3-5 years’ business analysis or systems analysis experience is preferred.
• Bonus: Sage X3 experience (ERP).
Associate is expected to operate at a proficient level across the following areas of technical knowledge and skill:
• Ability to organize and prioritize work.
• Detail oriented, proactive, creative, and efficient
• Intermediate level abilities in Excel, Outlook, PowerPoint, Visio, and Word
• Familiarity with application integration methods to include understanding of data mapping process.
• Ability to effectively work both independently and collaboratively in a team environment
• Ability to work on simultaneous and complex projects, with domain expertise in at least one business area.
• Expertise in ERP solution selection and implementation is a plus
• Ability to communicate effectively to both technical and non-technical audiences in written and non-written format
• Ability to work with all levels of associates
• Ability to work with minimal supervision in a very dynamic environment
• Ability to learn new systems and tools
• Knowledge of software development life cycle methodologies, processes, and procedures.
• Active listener
• Effective in a variety of formal/informal presentation settings: one-on-one, small, and large groups.
Job Title: IT Deskside Support Analyst
Location: Schiller Park, IL
Duration: 3 Months
Job Description:
The IT Deskside Support Analyst provides 1st and 2nd line technical support to business users and assists with IT-related activities across one or more local sites. The role focuses on resolving IT incidents and service requests raised through the Client IT Service Desk, ensuring high-quality and timely support to maintain business operations.
Working closely with IT colleagues and external vendors, the analyst supports local hardware, software, and network environments, ensuring that all systems operate reliably and in line with Client IT standards and processes.
- Support and Maintenance
Deliver deskside and remote technical support for business users to ensure stable and reliable IT operations.
- Troubleshoot and resolve incidents escalated via the Global Service Desk.
- Log and track all activities in the IT Service Management (ITSM) tool.
- Prioritize tasks effectively while keeping users informed of progress.
- Escalate complex issues to senior IT teams or third-party providers when required.
- Asset Management
Assist in managing IT hardware assets in accordance with lifecycle management processes.
- Support the installation, setup, and relocation of desktops, laptops, and peripherals.
- Maintain accurate asset records and report on equipment status and availability.
- Ensure the safe handling and disposal of IT hardware following company procedures.
- Promote the use of standard, approved IT equipment and configurations.
- Collaboration and Continuous Improvement
Contribute to effective teamwork and ongoing service improvement.
- Participate in team meetings and knowledge-sharing activities.
- Travel between nearby client offices when required to provide on-site support.
- Home base EWR2, Travel required to JFK, LGA and EWR1 on rotating weeks.
- Support the introduction and rollout of new IT tools and technologies.
- Maintain strong working relationships with IT colleagues and end users.
- Carry out additional IT support tasks as reasonably assigned.
Skills/Experience
Education
Completed vocational training as an IT specialist or a comparable technical qualification in Information Technology. Certifications such as CompTIA A+, Microsoft Certified: Modern Desktop Administrator Associate, or ITIL Foundation are an advantage.
Work Experience
2+ years of experience in IT support, service desk, or a technical support environment.
Experience providing 1st and 2nd line support for hardware, software, and end-user devices.
Familiarity with IT Service Management (ITSM) systems and basic ITIL principles.
Exposure to supporting users in an international or multi-site environment is a plus.
Technical/Language Skills
Good knowledge of Windows operating systems, Microsoft 365, and common business applications.
Basic understanding of Active Directory, network connectivity, and VPN technologies.
Experience supporting laptops, desktops, printers, and mobile devices.
Familiarity with remote support tools and ticketing systems (e.g., ServiceNow).
Strong troubleshooting and problem-solving skills with a customer-first mindset.
Fluent English (written and verbal) and local language knowledge.
Core Competencies Required
Customer Focus: Delivers prompt, courteous, and effective support to all users.
Accountability: Takes ownership of assigned tasks and follows through to resolution.
Teamwork: Works collaboratively and supports colleagues to achieve common goals.
Communication: Explains technical information clearly to non-technical users.
Adaptability: Remains flexible and calm under pressure in a fast-paced environment.
Continuous Learning: Proactively develops skills and keeps knowledge up to date.
Never miss an opportunity! Create an alert based on the job you applied for.
