IT Dealer Support Analyst
Atlanta, GA US
location: Hybrid (Atlanta, GA)
Duration: 12+ Months
Strong project management skills, Documentation and grammar
Self-motivated and integrity-position that is left alone and not micro-managed.
Is a leadership role- will oversee cross training service providers.
IT- leaning toward documentation side- SAP experience a plus, Skyway, Jira, Confluence all plus. All others are proprietary.
Familiar with schematics, integration, more general experience than hyper-focus on one system.
Scheduling and Presentations ( PowerPoint) to groups as well- excellent presentation skills.
DMS( Dealer Management Systems) heavy- project management, level 1-3 tech support, but between the 2, The PM side will outweigh the tech support experience.
Daily tasks- Dealers management system. scheduling meetings, getting necessary parties involved to resolve an issue, troubleshooting, and resolving issues DMS and reactive support within ticketing tool. Ecosystem is user friendly so no challenges there.
Hybrid- 50% of the month. Every other Wednesday is expected in office. Then once a month anchor Thursday everyone is together. Rest of 50% is determined by candidate-10 days in office.
Roles & responsibilities
Responsible to lead 2 to 4 service provider resources in level 1 support tasks
Provide project management support for DMS integrations.
Act as first level and second level support for any DMSI issues
Coordinate regular meetings with Product Managers, Business Owners, and Product Owners
Coordinate activities with DMS providers including contracts, invoicing and budgeting
Create training materials and teach service provider resources on support of dealer systems
Provide first and second level technical support for Dealership personnel for all Dealer Systems within PPN
Provide reporting to business owners regarding support KPIs
Adhere to the PPN security model including Food and Beverage Client local applications, e.G. PVMS, PPN, Polaris, Academy, etc.
Support in buy/sells to ensure dealers regain access to required systems as soon as possible
Provides white glove customer service, technical expertise, accuracy and timeliness in delivery
Record and resolve or escalate incoming support requests in various ticket tracking tools
Pro-actively suggest improvements to reduce incoming service requests
Interact with network services and application developers to restore service and/or identify and correct core problems
Facilitate communication upward and across the team including status updates, variances as well as technical information
Provide quality customer satisfaction, technical expertise, accuracy and timeliness in delivery
Ensure Security policies are followed in regard to systems access
Provide on call after hours support which could include some weekend work
Seek to ensure proper retention of electronic documents, business confidential information, and actively demonstrates an understanding of the need to safeguard competitive information in both electronic and non-electronic formats.
Education: 4-year Degree majoring in Information Technology, Computer Science, Engineering or Business Administration Or 6 years of comparable IT experience