Application Systems Analyst

COMPANY OVERVIEW

HomeServe USA, a Brookfield Infrastructure Group portfolio company is a Great Place to Work, and while we're biased, we're not just saying that. We're proud to have been certified as a Great place to Work the last five years. What does HomeServe do and what makes it so great? Well, we're glad you asked!

We put people at the heart of everything we do. That's priority number one for all of us. For the nearly 5 million customers we serve, that means being there when they have an emergency home repair need, such as getting their a/c working, clearing their clogged pipes, or fixing broken electrical systems. With over 1,300 municipal and utility partners, that means providing their customers with access to affordable home repair plans, making it easier, faster and less expensive to have their home repair needs met. And for the more than 1,500 people working alongside us, it means fostering a rewarding, inclusive and challenging career experience that we think is second to none. At HomeServe, everyone is welcome. We know that having diverse teams has a positive impact on our work and ultimately helps us better serve our customers.

No matter your role at HomeServe, you're part of a growing team that's working to make home repairs and improvements easy.

POSITION SUMMARY

The Application Systems Analyst will be an integral part of the IT group and will work both independently and collaboratively with users across the organization. The scope of this position will be to provide ongoing support to internal clients on a variety of technical issues involving a wide range of web based and internal applications, while working with other IT teams to facilitate the resolution of various issues, as well as create solution requirements and manage the completion of small application enhancements.

POSITION RESPONSIBILITIES

This is the full list of duties required for the role.

ESSENTIAL FUNCTIONS

• Work with several business stakeholders to develop clear and complete business and technical requirements related to enhancements to existing applications. Take business requirements from users and develop use cases or application development requirements.

• Work with a cross functional team to drive to completion enhancement projects from requirements definition to deployment.

• Document and drive to closure action items.

• Establish and maintain collaborative relationships with key business stakeholders to jointly identify and formulate tactical and strategic application changes that complements their business process improvements.

• Clearly and effectively communicate business-driven application/process changes to IT management, solution architects, and application development team members.

• Determine and champion process improvements, application performance and quality improvements, and cost saving opportunities (automation, self-help tools, etc).

• For existing applications and processes, work collaboratively with individuals across the organization to troubleshoot and resolve both operational and application issues.

• Identify, prioritize, document, resolve, and communicate technical and operational issues related to internal, custom-built software applications as well as 3rd party services.

• Maintain high client satisfaction through successful and timely resolution of technical and operational problems.

• Estimate issue resolution times through both independent analysis as well as collaboration with other team members.

• Keep business and IT stakeholders informed by proactively communicating the status of their enhancement requests and problem resolution.

• Improve and/or create high quality application documentation and support procedures.

• Participate in team meetings and contributes suggestions and solutions to increase cooperation and effectiveness.

• Actively seek and apply knowledge gained from colleagues and outside resources and share that knowledge with others.

• Develop subject matter expertise and mentor more junior team members

SKILLS & ABILITIES

• Education: Bachelor's degree in Computer Science or related field required; MS/MBA preferred

• Experience:

• Minimum of 8 years' experience in an application development or support delivery role

• Minimum of 5 years' experience with Salesforce business solutions

• Other Requirements:

• Possess a strong customer service mindset

• Experience with call center software, financial operations, accounting, legal or professional services industries, and object-oriented programming are a plus

• Not required but highly desirable is a Finance or Accounting background

• Experience with Great Plain's financials a plus

• Possess a strong understanding of Salesforce CRM solutions

• Not required but highly desirable is a Finance or Accounting background

• Proficient technical knowledge of MS-Windows, MS Office, IE, relational database concepts and quality assurance

• Experience with Waterfall and/or Agile project management processes

• Experience with creating system diagrams, data flow diagrams, interface specifications

• Ability to coordinate with and lead individuals across other functional areas to successful conclusion of an enhancement release or break-fix deployment

• Strong time management and organization skills as role requires ability to dig into and document details, shift with changing business needs, and adapt to new systems and ways of working

• Excellent problem-solving skills with the willingness to seek out multiple solutions to technical and operational problems and challenges

• A desire to increase knowledge and learn new skills and technologies quickly and efficiently

• Demonstrated track record of improving efficiency and quality of technical operations

• Excellent troubleshooting and quality assurance skills

• Excellent interpersonal and communication skills

PHYSICAL DEMANDS

• Minimum Physical Requirements: Sedentary

• Bending: Limited or minimal bending required.

• Lifting: Minimal lifting, if any, usually for light objects, up to 10 pounds.

• Carrying: Minimal carrying, if any, usually for light objects.

• Sitting: Mainly performed while sitting with occasional standing or walking.

• Crawling: Crawling is not applicable to sedentary jobs.

• Pushing/Pulling: Minimal pushing or pulling required, if any.

• Standing: Occasional standing for short periods may be required.

• Walking: Occasional walking for short distances may be required.

• The physical demands described represent those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to perform the functions of the position for which they work.

WORK ENVIRONMENT

Example language is included below and should be modified to fit this role:

• Office Employee: Work is performed primarily in office 5 times a week during a work week. The noise level in the work environment is usually moderate to low in office settings.

WHAT WE ARE LOOKING FOR

At HomeServe USA Corp., we put our people and our customers at the heart of everything we do, and we're looking for someone who loves the work of compliance to join our team. A compliant organization is good for everyone so join us in supporting a culture that creates great employee experiences at an organization that cares. The right people for our team (1) care about what we do, the people on our teams, and the customers we serve, (2) are open and honest when communicating, (3) engage actively in work and office life, (4) are committed to growth, learning, and improving both self and the organization, (5) take ownership and collaborate well with to get to great outcomes, (6) share in the full team's success. We need people who challenge convention, think differently, solve problems, and strive for continuous growth.

This job description is intended to provide guidelines for job expectations and the employee's ability to perform the position described. It is not intended to be construed as an exhaustive list of all functions, responsibilities, skills and abilities. Additional functions and requirements may be assigned by supervisors as deemed appropriate.

Salary Range: $78,771.83 - $116,699

Annual Bonus Potential: 10%

We are an equal opportunity employer.

#HUSA #LI-ONSITE #LI-NM1