Systems Applications Analyst

About the role

Since 1906, New Balance has empowered people through sport and craftsmanship to create positive change in communities around the world. We innovate fearlessly, guided by our core values and driven by the belief that conventions were meant to be challenged. We foster a culture in which every associate feels welcomed and respected, where leaders and creatives are inspired to shape the world of tomorrow by taking bold action today. JOB MISSION: This position provides strategic support and operational oversight for IT environments, including administration and support of operational software tools, change management processes, and service level management methodologies. This role involves supporting and implementing changes as required by business units to ensure operational success. Responsibilities include diagnosing and resolving system issues within the environment, performing root cause analysis, and implementing corrective actions to prevent recurrence. Ongoing collaboration with internal stakeholders, external partners, and vendors is an integral component of the role. MAJOR ACCOUNTABILITIES: Knowledge and use of software the Operations team utilizes to perform and maintain business success. (Fortra/Help Systems - Robot software suite, Schedule, Replay, Network, Enterprise, Console). Responsible for coordinating all production Change Management tasks within the environment. To include proper promotion of source code and ensure pre-defined requirements (schedule change form, change order, etc.) are complied with and maintained. Function as quality assurance reviewer to maintain departmental policies. Notifications to teams involved describing changes being implemented. Prepares system schedule flowcharts and context diagrams, ensuring critical information is depicted for the Operations environment and the relationship with other environments. (ERP, WMS, Diver, Retail, etc.) Triage/diagnosis of problems within the environment to include collaborating with Infrastructure and applications support teams to diagnose and implement correct action as needed. Administers Access control for various business applications: Docusign, GitHib, MS D365, Vanguard, etc. Track update problem tickets/change orders using FreshService (or similar) software ticketing system. Recognize, prioritize, and track tickets based on SLA and operational impact. Supports global environments and seeks strategies to seek process improvement in all regions. Leads/assists in the administration, planning, installation, and upgrades, for operational system software tools: (Fortra software suite - Job Scheduler, Console, Replay, Network), others as required Demonstrates knowledge of business processing globally and develops/maintains good working relationships across departments/teams in all regions. Provides backup and support to the IT Support Center team as needed and commits to Total Quality Management and the process of continuous improvement. Provides support and training/documentation for System Technicians and other IT associates in the use of software tools. (Service Desk, console management, job scheduling, operational processes and policies, and tape management) Maintains technical operational documentation for all system software processes. Prepares reports/metrics that reflect the state of the products we utilize within the environment (service level management, change management, automated software) On-call support, including nights and weekends, for Operations and business critical operations. KEY CUSTOMERS NB IT teams (ERP applications, network, business systems, global core platforms, etc.) All NB business units globally NB Product Teams MEASURES OF SUCCESS Requests completed successfully and on time meeting department service level agreements. ERP/Enterprise requests and changes completed successfully to meet business requirements. Our automated processes will be continuously challenged for accuracy and operational improvement. Knowledge of Fortra and other software tools utilized in environment. Maintaining updated version control of software tools within the environment(s). Understanding business methodology relating to IT processing and ensuring processing schedules and timelines are observed and met with accurate and timely results. Develop good working relationships across regions, functions, and global organizations. REPORTING STRUCTURE Reports to Manager Data Center Operations REQUIREMENTS FOR SUCCESS Bachelor's degree in related field or five to seven years equivalent experience. Comprehensive knowledge Fortra/Help Systems software tools (Schedule, Replay, Console, Network, Enterprise) Strong organizational, communication (verbal/written) and people skills. Strong ERP/WM/Enterprise knowledge/business practices required (EDI, Diver, PPM, 20/20, etc.) Knowledge of major software systems: iSeries, Servers, Network, Service Desk (problem, change, request, CMDB/asset management), SFTP, performance tools, mo