Applications Support Analyst

"Trulieve Grows One Patient at a Time"

If you have an interest in being part of one of the fastest growing industries in the nation in you may consider wanting to work for Trulieve! If you have a desire to help others in need through your efforts, this may be the role for you!

At Trulieve, we strive to bring our patients the relief they need in a product they can trust. Our plants are hand-grown in an environment specially designed to reduce unwanted chemicals and pests, keeping the process as natural as possible at every turn.

Our products are designed to alleviate seizures, severe and persistent muscle spasms, pain, nausea, loss of appetite, and other symptoms associated with serious medical conditions such as cancer.

Our specially trained staff works hand-in-hand with physicians to provide the right products and the correct dosage to ensure patients get the compassionate care they need.

To learn more about our company, please visit our website;

https://www.trulieve.com

Requisition ID: 3386

Remote Work Available: Yes

Applications Support Analyst (Enterprise Applications)

Department: IT

Location: remote / must be on the East Coast United States

Reports to: eCommerce Product Manager

ROLE SUMMARY:

Tremendous opportunity to provide support and analysis of key IT systems for a company on an explosive growth path. As the Application Support Analyst, you will support our E-commerce and point of sale applications, liaising with key business users, providing production support, and providing input into system enhancements.

We are looking for a customer service focused, detail-oriented person who can take ownership of customer satisfaction for our E-Commerce and retail external and internal customers.

KEY DUTIES AND RESPONSIBILITIES:

• Provide level 2/3 support for Magento e-commerce platforms (B2B and B2C) and digital retail applications


• Provide level 2/3 support for retail point of sale platform beyond our level 1 helpdesk resources (e.g. product inventory, pricing & promotions, and product attribute support)


• Liaise with retail store managers and sales managers to understand details of tickets and communicate resolution


• Test fixes and new enhancements on Magento and point of sale system


• Act as bridge between the internal user community and software development team


• Identify root cause of issues and propose system fixes


• Identify enhancements that will reduce production support


• Communicate new functionality being released for eCommerce and point of sale systems


• Create training guides/work instructions on best practices for using system functions


• Support deployments off-hours via testing and communications with internal user community


• Manage and ensure attainment of support SLAs


• Provide production support off-hours, including nights and weekends, when required


• Some travel required for site visits and to learn processes, less than 5%

SKILLS AND QUALIFICATIONS:

• Excellent written and verbal technical communication


• Help desk software experience (Zendesk preferred)


• Experience with Magento a plus


• Preferred experience with ERPs, and ideally SAP


• Software development education/experience desired


• 2+ years working in IT support function

ADDITIONAL QUALIFICATIONS:

• Must be able to pass a level 2 background check

Equal Opportunity Employer | Trulieve Supports a Drug Free Workplace

Salary will be commensurate with experience. A comprehensive benefits package including paid time off is offered with this position. This position will work an average of 40 hours per week and will be available "after hours" if an emergency situation should arise.

Trulieve provides equal employment opportunities to all employees and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, pregnancy or any other characteristic protected by federal, state or local laws.