Applications Support Analyst - NY Metro Area

Applications Support Analyst - NY Metro Area

Eileen Fisher creates simple, sustainable, timeless clothes designed to work together as a system. We make our clothes with intention, supporting people to build their wardrobe meaningfully each season. And we make our clothes to last—and then take them back through our Renew team to be reworn and loved again, or through our Waste No More team, to be remade into entirely new felted designs. We believe in the fundamental potential of every person—our employees, our customers and those who make our clothes—and are committed to cultivating conditions that empower people. It's all part of our commitment to doing business in a way that helps build a better industry. And a better future. Eileen Fisher is a certified B Corporation, which means we voluntarily meet high criteria for social and environmental performance, accountability, and transparency.

Values Statement:

As a founder led Company, our values are deeply embedded in and shape our culture. Our values are a shared responsibility embodied in every position and are intended to be woven into all we do; how we approach our work and how we interact with one another. Our values support our commitment to Diversity, Equity + Inclusion. Our commitment to Sustainability guides us to protect our limited natural resources, fight climate change, support human rights and social impact, and inspire the fashion industry to embrace circularity.

• We are authentic
• We thrive in connection
• We trust each other
• We innovate through creativity
• We are committed to the health of the whole
• We are united by purpose

Position Summary:

The Application Support Analyst will provide application support, testing, and documentation related to Product Lifecycle Management (PLM) and Merchandising systems. The role requires both business skills and technical IT knowledge and demands the ability to manage multiple high-level tasks. It requires a commitment to system operations efficiency, a desire to drive process improvement, and a customer service mindset.

Responsibilities:

• Create and deliver testing and end-user support processes for end users and developers/business analysts.
• Manage customer support cases on a daily basis, which includes verifying and triaging application issues, analyzing, isolating, and diagnosing the problem, and helping the customer resolve the issue.
• Maintain a close partnership with the development team, coordinate in identifying, reporting, and resolving application and integration issues, and communicating opportunities for improvement.
• Communicate with systems users and stakeholders to answer systems questions and translate feedback into change requests in conjunction with Business Analysts.
• Effectively prioritize, communicate status, and escalate tickets.
• Actively seek out learning opportunities and experiment with new features/capabilities and/or technology to gain practical knowledge.
• Become subject matter expert on functionality and integration and effectively document bug descriptions, workarounds, how-to's, and build knowledgebase for internal support purposes.
• Create, maintain, and execute test cases/plans and keep existing test documentation up-to-date.
• Test application patches / releases, including regression testing.
• Performs other related duties and assignments as required.

Required Experience:

• Bachelor's degree in computer science or equivalent work experience
• 1-3 years in software/systems support and QA or analyst role
• Knowledge of Product Lifecycle Management and Merchandising systems and or processes within the apparel industry (Centric PLM experience a plus)
• Excellent communication and interpersonal skills
• Versatile with great multitasking and organizational skills
• Self-starter with a desire and ability to learn new concepts and technology quickly
• A commitment to quality and a thorough approach to software testing and investigation
• Experience using software development ticketing systems, such as Jira and Zendesk

The pay range for this position is $60,000 - 85,000 per year depending on relevant experience.

Eileen Fisher, Inc. is an equal-opportunity employer and is committed to providing a workplace free from harassment and discrimination. We are committed to recruiting, hiring, training and promoting qualified people of all backgrounds, and make all employment decisions without regard to any protected status.