IT Support Analyst- Business Support Applications

Reports to: Director of Business Applications Support. Travel up to 10%.

About the Role

Buffalo Rock is an award-winning Pepsi and Keurig Dr Pepper bottler founded in Birmingham, AL more than 125 years ago. Buffalo Rock manages a leading beverage portfolio that includes several beloved global and regional brands. The IT Support Analyst – Business Applications provides first-level support and operational assistance for core enterprise systems, ensuring system reliability, resolving routine issues, and supporting end users across the organization.

Responsibilities

• Provide day-to-day support for business-critical applications (e.g., ERP, WMS, EDI, and related systems).
• Investigate and resolve common system issues, data discrepancies, and user-reported problems.
• Monitor application performance and identify potential issues impacting operations.
• Manage incoming help desk tickets, ensuring timely intake, categorization, and prioritization.
• Gather necessary details to support efficient troubleshooting and resolution.
• Track and update tickets through completion, maintaining clear communication with stakeholders.
• Serve as a liaison between internal teams and third-party vendors; open, manage, and follow up on vendor support cases.
• Provide vendors with detailed examples, documentation, and diagnostics to facilitate resolution.
• Act as a primary point of contact for operational teams, including warehouse, delivery, and accounting.
• Communicate technical issues and solutions in clear, business-friendly language.
• Support users with system functionality, troubleshooting, and best practices.
• Maintain and update knowledge base articles, troubleshooting guides, and standard operating procedures.
• Identify recurring issues and contribute to process improvements.
• Escalate complex or system-level issues to senior IT resources with appropriate documentation.
• Assist in testing and validating system fixes or updates.
• Support continuous improvement efforts related to system stability and support workflows.

Requirements

• Bachelor’s degree in Information Systems, Business, or a related field, or equivalent experience.
• A minimum of two years of experience in IT support, application support, or help desk environments.
• Experience supporting ERP, WMS, EDI, or supply chain systems (preferred).
• Familiarity with ticketing systems and vendor support processes (preferred).
• Experience working in an operations-driven or distribution environment (preferred).

Skills

• Analytical Skills – Ability to use thinking and reasoning to solve problems.
• Oral and Written Communication – Ability to communicate effectively with others.
• Customer Oriented – Ability to take care of customers’ needs while following company procedures.
• Detail Oriented – Ability to pay attention to minute details of a project or task.
• Organized – Possessing the trait of being organized or following a systematic method of performing a task.
• Team Oriented – Willingness to work with others in the department to provide the best possible service.

Work Environment

This role is performed in a professional office environment with standard office equipment. The employee is regularly required to sit for extended periods, communicate via phone and email, and use a computer. The environment is generally quiet and collaborative.

Physical Demands

• Stand: Frequently (33%-66% of the time)
• Walk: Frequently
• Sit: Constantly (more than 66% of the time)
• Manually Manipulate: Constantly
• Grasp: Constantly
• Reach Outward: Constantly
• Reach Above Shoulder: Occasionally (up to 33% of the time)
• Speak: Constantly
• Climb: Occasionally
• Lift/Carry 10 lbs. or less: Frequently
• Lift/Carry 11-20 lbs.: Occasionally
• Push/Pull 12 lbs. or less: Frequently
• Push/Pull 13-25 lbs.: Occasionally

Schedule

Monday–Friday; must be flexible.