Application Support Analyst - bisTrack

 

Description

The Application Support Analyst provides post implementation support to customers on product offerings marketed by bisTrack North America.  The Application Support Analyst will report to the Development & Customer Support Manager – bisTrack North America.
 
 

Qualifications

  • Post-secondary education – Technology degree preferred
  • Minimum of 4 years related experience 
  • Broad-base understanding of Retail/POS business applications an asset
  • The ideal candidate will possess an understanding of accounts payable and accounts receivable processing
  • Technical Aptitude required; ability to write SQL scripts
  • Experience with SQL custom reporting/scripts/business intelligence tools based
 

Competencies Skills

  • Must be an excellent communicator who is detail oriented 
  • Experience in a software support environment with high support call volumes and large numbers of clients and users
  • Ability to communicate technical and business information to widely varied audiences
  • Ability to understand business processes and business problems
  • Effectively convey concepts, features, and functionality of company’s offerings in a professional and knowledgeable manner.
  • Maintains a thorough knowledge of the company’s products through continuous study and experience.
  • The ability to work in a fast paced, multi-tasking environment
 

Tasks/Duties

  • Provides application support for clients including 3rd party related applications.
  • Provides direct technical support and advice for clients.
  • Provides technical leadership, support and training for the bisTrack support group and any other PSI employees as required.
  • To carry out diagnostic troubleshooting for clients when required to resolve technical problems that involve bisTrack, 3rd party programs, or hardware infrastructure. (This includes Windows Active Directory support, MS SQL support, Crystal support, hardware diagnostics, and overall performance analysis.)
  • Management and administration of PSI’s virtual environments required to support the development and testing of bisTrack.
  • Participate in onsite customer visits if required in order to analyze and troubleshoot technical and application issues
  • Provides internal support to PSI employees during the development process of any software modifications on bisTrack.
  • Produces custom reports, smart views and dashboards for clients as required.
  • Provide network and infrastructure reviews for clients before go live as required.
  • Provide scripts to assist with support, development and testing of bisTrack.
  • Participate in the setup and support of the bisTrack hosting environment.
  • Reviews product documentation and provides validation of correctness and input.
  • Acts as liaison with client representatives in receiving, investigating, reporting and coordination of application issues and related technical infrastructure issues.
  • May design custom reporting/scripts/business intelligence tools based on customer requirements

 

 

 

Testimonials

  • "With bisTrack we have cut our costs while increasing the speed and quality of service to our customers."

    John Steinman
    VP of Purchasing and IT Services, Forge Lumber

  • "We were up 5 points of margin within ten months using bisTrack™ pricing management and margin review. The payback happened in just months."

    Brian King
    President of Construction Supply

  • "Since our conversion to bisTrack we have seen big pluses with purchasing and costing accuracy which have definitely contributed to the bottom line."

    Brad White
    President of White's Lumber

  • "We know these are the kind of people we want to partner with long-term, with the vision and values that are critical to a mutually successful relationship."

    David Jones
    President of Brookside Lumber

  • "We’ve fixed problems, eliminated data re-entry and repurposed valuable employees. bisTrack helped us be more productive with fewer people."

    Candy Loweke
    Process Analyst, Raymond Building Supply

  • "We used to go blind on what our costs were. Now we can audit every single job in millwork, see what our waste is and know what things are really costing us."

    Lan McIlvain
    Alan McIlvain Company

  • "We were looking for software we could grow with. lumberTrack and Great Plains are going to give us the ability to dig down and get the reporting data we need to make our decisions. They have streamlined our workflow and the general ledger."

    Sherry Sabbatini
    Deer Park Lumber

  • "I think highly of the people at Progressive Solutions. They have a professional approach, they understand the lumber business, and they meet their commitments."

    Joe Kusar
    Vice President & General Manager of Tolleson Lumber Co

  • "lumberTrack’s™ business logic is rock solid. It’s a very configurable system and Progressive Solutions, as a business partner has been awesome."

    Mike Beye
    Chief Value Officer of Vaagen Bros. Lumber Co