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The Business Applications Support Specialist provides first-level support for business applications across the Peterson Farms Family of Companies. This role serves as the primary point of contact for application-related tickets, user questions, and basic troubleshooting while working closely with Business Analysts, Developers, system owners, and business users to ensure timely resolution and dependable application support.
The position will document solutions, assist with user access and training, support system testing, and escalate complex issues to the appropriate functional or technical resource. As business needs allow, this role may also assist the general IT support team with basic end-user support requests.
RESPONSIBILITIES AND RESULTS
- Serve as the first point of contact for business applications, support tickets and user requests.
- Troubleshoot and resolve common application issues, access requests, navigation questions, and process-related concerns.
- Monitor the application support queue, prioritize requests, and provide timely updates to users.
- Document ticket activity, root causes, resolutions, and recurring support trends.
- Escalate complex functional or technical issues to Business Analysts, Developers, system owners, or vendors as appropriate.
- Follow up with users to confirm issues are fully resolved.
- Create and maintain user guides, knowledge articles, support documentation, and standard operating procedures.
- Assist with user onboarding, application access, training, and general system adoption.
- Support testing and validation of application enhancements, fixes, and system changes.
- Assist with basic data validation, application administration, and routine system maintenance tasks.
- Collaborate with business users and IT team members to identify recurring issues and support process improvements.
- Provide limited support to the general IT support team as workload and business needs allow.
- Perform other duties and projects as assigned.
QUALIFICATIONS
Education:
- High school diploma or GED required; associate degree in business, information technology, or a related field preferred
Work Experience
- Previous experience in application support, help desk, customer service, business operations, or a related support role preferred.
- Comfortable learning and supporting multiple business applications and processes.
- Basic troubleshooting and problem-solving skills.
- Strong verbal and written communication skills.
- Customer-focused approach with the ability to work effectively with users at all levels of the organization.
- Ability to manage multiple support requests and shifting priorities.
- Experience with ticketing systems, Microsoft Dynamics GP, SalesPad, or similar business applications is a plus.
Skills and Knowledge
- Application Support - Ability to learn business applications, assist users, resolve common issues, and recognize when escalation is needed.
- Customer Service - Ability to listen, communicate clearly, and provide timely, professional support to internal users.
- Troubleshooting - Ability to gather information, reproduce issues, follow documented procedures, and identify likely causes.
- Ticket Management - Ability to document, prioritize, track, update, and close support requests accurately.
- Documentation - Ability to create clear knowledge articles, user guides, support notes, and standard operating procedures.
- Attention to Detail - Thoroughness in documenting issues, validating results, and completing assigned tasks.
- Teamwork - Ability to work effectively with Business Analysts, Developers, system owners, vendors, and the general IT support team.
- Continuous Learning - Willingness to build knowledge of business applications, company processes, and support practices.
BEHAVIORAL REQUIREMENTS
As part of a team-based work environment, must be able to demonstrate the following Job Competencies:
Job Competencies
- Reliability/Dependability - Responds to internal customer needs, questions, and concerns in an accurate and timely manner. Follows through on commitments, assignments, and tasks.
- Technical Skills/Knowledge - Maintains the knowledge and skills needed to perform the job effectively and seeks assistance when appropriate.
- Work Standards - Takes responsibility for actions, results, and mistakes; performs work thoroughly, accurately, and reliably.
- Respects Diversity - Respects the Company’s diverse workforce and treats others with dignity and professionalism.
- Teamwork - Supports team goals, welcomes feedback, shares information, and contributes to positive working relationships.
- Adaptability - Approaches change constructively and remains effective when priorities, systems, or business needs change.
- Positive Working Relationships - Listens to others, communicates respectfully, and works cooperatively with business users and team members.
- Flexibility - Supports business needs with an appropriate sense of urgency and assists outside the primary work area when needed.
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