Job Summary

Working as a Systems Analyst at Genlyte Solutions BU of Signify, is dynamic. You'll be responsible for supporting the Lighting division's application portfolio. The support team is the first point of contact into the Lighting Application Support organization and responds to a wide variety of requests, including troubleshooting and diagnostics, recognizing trends, escalating issues when appropriate, and communicating with external and internal users. The team also performs key activities within the project development lifecycle for changes and enhancements for several applications.

Key Areas of Responsibility

Provide and request support on behalf of Lighting application (Mylighting , EDI & API ext...) external and internal users through multiple channels – C4CS, functional email
Log requests, regardless of channel, and maintain accountability of the support requests from creation to customer closure, regardless of who is needed to resolve the issues
Provide user account management for internal users and external agents
Work with Agents/Distributors to maintain ticket updates
Support onboarding of new end users Agents/ distributors on digital platforms
Triage and correct defects within scope of work
Triage and route request after determining severity, category, appropriate resolution path, identify and escalate severity-1 (emergency) service requests, and assist in resolution as needed
Collaborate with Tier 2 to resolve service requests, including support for 3rd party vendor service requests during the resolution process
Read and analyze log files/workflows and other technical information provided by external and internal users to recognize patterns among incoming service requests, identify trending requests
Research questions and problems using available information resources, including collaborating with staff to recreate problems in the test environment
Assist in growing the documentation and organizing the Lighting Application Support knowledge base
Execute test plans, component and regression, for each release. Provide documentation as well as issue descriptions to Tier 2 for further validation.
Participate alongside Tier 2 in release deployment activities as needed by adjusting schedules, conducting training, identifying new trends in service requests post deployment, and build training documentation (e.g. user guides, quick reference guides, and instructional videos)
Ensure new functionality deployed across the existing application portfolio does not adversely impact the service desk or end users by thorough testing software builds/hot fixes and troubleshooting issues scripts, regression, documentation (Examples: SAP, Mylighting , EDI, Configurator, 3rd party services, Price List Manager, Service Request)
Contribute to ongoing process improvement initiatives

Critical Experiences

Competent in MS Office Suite (Word, Excel, PowerPoint & Access)
Well-developed written and oral communication skills.
Capacity to quickly learn software applications, both packaged and custom developed, and provide support to internal and external users (technical)
Accustomed to working on various issues simultaneously and ensuring the integrity of each project or task (administrative)
Accustomed to working with people from various departments with various skill sets (interpersonal)
Ability to comprehend information and provide insights to correct defects
Preferred: up to 3 years of Experience with level 1 support for software applications such as MyLighting or customer experience self-service platforms
Preferred: Experience with technical support of EDI (electronic data interchange), API, or other technologies used to exchange business data

System Analyst - Customer Support