Business Systems Support Analyst (option for remote)

Custom Ink

Baltimore Maryland

United States

Information Technology
(No Timezone Provided)

Description

Custom Ink, the leader in custom apparel for groups and communities, is all about bringing people together. That's what inspires our innovative online platform, world-class customer support, and award-winning work environment. With 1,600+ team members (“Inkers”), we are passionate about the success and well-being of our team and have earned frequent recognition as a top workplace from such organizations as Fortune Magazine and The Washington Post. Our customers are counting on us to come through for them, and that’s important to all Inkers - no matter what role they’re in.

How you’ll make a difference:

Our Technology Platforms team works proactively to solve challenges associated with a growing, high-volume, customer-driven ecommerce and retail business. As a Business Systems Support Analyst you’ll accelerate performance of various business areas by enabling and supporting new and existing processes and efficient information flow using third party tools. 

What you’ll do:

In this role, you will provide best in class analysis and support for third party (Saas) systems and it’s users. You’ll support evaluation and implementation of third party tools, troubleshoot issues by effectively managing support queues, become a system expert to promote system utilization and automation and identify opportunities and gaps by analyzing systems data and building reports and dashboards.

You will work with systems like confluence, workforce management, chat, workday, salesforce and more to provide a “WOW” experience to team members by delivering high-quality deployments, timely support and continuous enhancements. 

You will work with cross functional working groups for system governance and enhancements and partner with Data & Analytics, Software Engineering and QA teams to build and test integrations. The Business Systems Support Analyst will drive growth and record profitability via Technology by:

  • Partnering with Functional stakeholders and Product Management to identify and build capabilities that drive growth and improve productivity (using third party tools)
  • Provide timely support for day to day issues
  • Driving third party system user adoption 
  • Monitoring various KPI’s to ensure tools are performing at optimal levels
  • Acting as a consultant to promote new features and increase system ROI

    • How you’ll be measured:

  • You are a contributor to our culture and are a trusted member of the Technology Platforms team 
  • You consistently commit to delivering quality products and improving efficiency 
  • You complete your assigned tasks in a timely manner
  • Effectively manage support queue and provide timely support to our internal teams 
  • You demonstrate ownership of third party tools - by being a system expert, identifying opportunities via partnerships and driving them to completion (help increase ROI)
  • Drive user adoption for systems you would manage 
    • What we're looking for:
  • Strong verbal & written communication, collaboration and influence skills 
  • Organized team player with strong problem solving skills, attention to details, and passion for supporting internal customers
  • Ability to analyze data to find insights, think through problems and recommend solutions
  • 2+ years of analyzing data to identify trends and manage data quality
  • 2+ years of Saas systems administration experience (user management, security etc.) preferred
  • Some scripting experience is preferred (or desire and willingness to learn) for automation, alerting and data pulls from third party systems
  • Strong knowledge of Excel, including pivot tables, and some SQL preferred
  • Prior experience with Call center, Shipping, Chat, WFM, Sales or Retail domains preferred
  • Prior experience with Salesforce is a plus!

    • Bonus if you have:

  • 2+ years of scripting experience for integration and writing ETL (Python preferred)
  • Experience using SQL to query data
  • System Administration for 3rd party app - user management and security (Experience in Salesforce, Workday, HR systems, Live Engaged preferred)

    • In addition, you must share our company values—practicing the Golden Rule, taking Ownership and driving and embracing Innovation.

    Cover letters are strongly preferred when submitting this application. While cover letters are not required, they are highly valued. Custom Ink values individuality, so use your judgment and write to us in your own voice.

    Custom Ink uses E-Verify to confirm the employment eligibility of all new team members. To learn more about E-Verify, including your rights and responsibilities, please visit . 

    CustomInk, LLC ("Custom Ink") is an Equal Opportunity Employer. We celebrate diversity in all forms and are committed to maintaining a discrimination-free workplace that treats applicants and employees with dignity and respect. Our employment process is conducted without regard to race, color, religion, nationality or ethnic background, sex, pregnancy, sexual orientation, gender identity or expression, age, disability, protected veteran status, genetic information, or other attributes protected by state, federal, and local law.

    Business Systems Support Analyst (option for remote)

    Custom Ink

    Baltimore Maryland

    United States

    Information Technology

    (No Timezone Provided)

    Description

    Custom Ink, the leader in custom apparel for groups and communities, is all about bringing people together. That's what inspires our innovative online platform, world-class customer support, and award-winning work environment. With 1,600+ team members (“Inkers”), we are passionate about the success and well-being of our team and have earned frequent recognition as a top workplace from such organizations as Fortune Magazine and The Washington Post. Our customers are counting on us to come through for them, and that’s important to all Inkers - no matter what role they’re in.

    How you’ll make a difference:

    Our Technology Platforms team works proactively to solve challenges associated with a growing, high-volume, customer-driven ecommerce and retail business. As a Business Systems Support Analyst you’ll accelerate performance of various business areas by enabling and supporting new and existing processes and efficient information flow using third party tools. 

    What you’ll do:

    In this role, you will provide best in class analysis and support for third party (Saas) systems and it’s users. You’ll support evaluation and implementation of third party tools, troubleshoot issues by effectively managing support queues, become a system expert to promote system utilization and automation and identify opportunities and gaps by analyzing systems data and building reports and dashboards.

    You will work with systems like confluence, workforce management, chat, workday, salesforce and more to provide a “WOW” experience to team members by delivering high-quality deployments, timely support and continuous enhancements. 

    You will work with cross functional working groups for system governance and enhancements and partner with Data & Analytics, Software Engineering and QA teams to build and test integrations. The Business Systems Support Analyst will drive growth and record profitability via Technology by:

  • Partnering with Functional stakeholders and Product Management to identify and build capabilities that drive growth and improve productivity (using third party tools)
  • Provide timely support for day to day issues
  • Driving third party system user adoption 
  • Monitoring various KPI’s to ensure tools are performing at optimal levels
  • Acting as a consultant to promote new features and increase system ROI

    • How you’ll be measured:

  • You are a contributor to our culture and are a trusted member of the Technology Platforms team 
  • You consistently commit to delivering quality products and improving efficiency 
  • You complete your assigned tasks in a timely manner
  • Effectively manage support queue and provide timely support to our internal teams 
  • You demonstrate ownership of third party tools - by being a system expert, identifying opportunities via partnerships and driving them to completion (help increase ROI)
  • Drive user adoption for systems you would manage 
    • What we're looking for:
  • Strong verbal & written communication, collaboration and influence skills 
  • Organized team player with strong problem solving skills, attention to details, and passion for supporting internal customers
  • Ability to analyze data to find insights, think through problems and recommend solutions
  • 2+ years of analyzing data to identify trends and manage data quality
  • 2+ years of Saas systems administration experience (user management, security etc.) preferred
  • Some scripting experience is preferred (or desire and willingness to learn) for automation, alerting and data pulls from third party systems
  • Strong knowledge of Excel, including pivot tables, and some SQL preferred
  • Prior experience with Call center, Shipping, Chat, WFM, Sales or Retail domains preferred
  • Prior experience with Salesforce is a plus!

    • Bonus if you have:

  • 2+ years of scripting experience for integration and writing ETL (Python preferred)
  • Experience using SQL to query data
  • System Administration for 3rd party app - user management and security (Experience in Salesforce, Workday, HR systems, Live Engaged preferred)

    • In addition, you must share our company values—practicing the Golden Rule, taking Ownership and driving and embracing Innovation.

    Cover letters are strongly preferred when submitting this application. While cover letters are not required, they are highly valued. Custom Ink values individuality, so use your judgment and write to us in your own voice.

    Custom Ink uses E-Verify to confirm the employment eligibility of all new team members. To learn more about E-Verify, including your rights and responsibilities, please visit . 

    CustomInk, LLC ("Custom Ink") is an Equal Opportunity Employer. We celebrate diversity in all forms and are committed to maintaining a discrimination-free workplace that treats applicants and employees with dignity and respect. Our employment process is conducted without regard to race, color, religion, nationality or ethnic background, sex, pregnancy, sexual orientation, gender identity or expression, age, disability, protected veteran status, genetic information, or other attributes protected by state, federal, and local law.

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