at GROWMARK, INC. in Bloomington, Illinois, United States
Job Description
GROWMARK is an agricultural cooperative serving almost 400,000 customers across North America, providing agronomy, energy, facility engineering and construction, and logistics products and services, as well as grain marketing and risk management services. Headquartered in Bloomington, Illinois, GROWMARK owns the FS trademark, which is used by its member cooperatives. GROWMARK also owns and operates SEEDWAY, the largest full-line seed company in the United States. More information is available at growmark.com.
See what it's like to work at GROWMARK:
PURPOSE AND SUMMARY STATEMENT
The Service Analyst provides advanced technical solutions for customers using Energy applications to create a positive customer experience and minimize disruption to retail Energy operations.
Applications include Wireless Energy Business Solution (wEBS), Tank Monitors, Tank Spotter, Agvance modules, and others.
ESSENTIAL JOB FUNCTIONS
Serves as a customer service resource for Energy applications and associated hardware. Responsible for customer service functions ensuring timely response and accurate resolution to complex issues in a professional manner.
Develops and maintains an advanced understanding of Energy application hardware, software, and services and how they interface with other platforms.
Provides leadership, training, and assistance to end users, IT Applications Support, IT Portfolio, and select GROWMARK employees to ensure users receive customer service that exceeds their expectations.
Assists in developing resolution and service strategies for each member. Provides recommendations to facilitate tracking and visibility along with the best customer experience.
Establishes priority of customer requests while adhering to SLAs. Monitors team SLA metrics and creates dashboards for management reporting.
Develops and maintains knowledge base documentation on Energy applications and hardware. Shares with and educates IT Application Support.
Configures and installs Energy applications hardware and software systems.
Assists with the testing and implementation of Energy applications and ensures their accurate interface with other applications.
Recommends ways to enhance Energy applications to provide industry best practices and be user friendly.
OTHER JOB FUNCTIONS
Provides evening and weekend on-call customer service functions as part of a team rotation.
Performs other duties and special projects as assigned.
Follows GROWMARK's Code of Conduct and Corporate Compliance Program, Environmental Health and Safety, OSHA and DOT policies and procedures, as they apply.
REQUIREMENTS
Normally requires a bachelor's degree in information technology, information systems, business administration, or 4 years of related experience to demonstrate working knowledge.
Intermediate skills in SQL scripting and database manipulation preferred, basic skills required. Basic IP Networking skills required.
Demonstrate diagnostic, problem-solving, analytical, planning, organization and project management skills and the ability to read and interpret technical material.
Understanding and experience with computer services-related areas including software and hardware design and integration.
Ability to effectively communicate with business and technology stakeholders to provide excellent service to customers.
Ability to effectively manage numerous duties of varying priority.
Ability to lead presentations, webinars, and training classes.
Must have the ability to travel independently and overnight as necessary.
Must have and maintain a valid driver's license and satisfactory driving record.
Ability and willingness to participate in required training that may include education on GROWMARK's policies and procedures and additional training as it relates to the requirements of the position.
Employment may be contingent upon receipt of an acceptable and job-related background check, drug test, motor vehicle report, and/or reference check, as applicable and permissible by law.
We are an equal opportunity employer, including protected veterans and qualified individuals with disabilities.
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