Cargill Sr. EDI - Support Analyst in Heredia, Costa Rica

Sr. EDI - Support Analyst

Working at Cargill is an opportunity to thrive—a place to develop your career to the fullest while engaging in meaningful work that makes a positive impact around the globe. You will be proud to work for a company with a strong history of ethics and a purpose of nourishing people. We offer a diverse, supportive environment where you will grow personally and professionally as you learn from some of the most talented people in your field. With 150 years of experience Cargill provides food, agriculture, financial and industrial products and services to the world. We have 150,000 employees in 70 countries who are committed to feeding the world in a responsible way, reducing environmental impact and improving the communities where we live and work. Learn more at .


Position Purpose:

ConsideredanadvancedprofessionalintheApplicationSupportspacewithsubstantialandbroad applicationknowledgetouseunderlimitedsupervisiononadvancedandcomplexapplicationsupport activities.Thisincludes:relationship andservicemanagement,applicationimplementationandrelease management,break/fixproblemresolution,applicationmonitoringandmaintenance,andcontinuous.

Main Accountabilities:

50% Break / Fix Incident and Problem Resolution

  • Under limited supervision reviews and analyzes incoming incident tickets and/or user requests and determines priority in accordance to service level agreements.

  • Performs and/or guides others in advanced and complex incident and problem resolution by troubleshooting or researching technical application issues and offering proactive and reactive application support to the end user.

  • Reviews and suggests improvements for troubleshooting documentation to assist in the resolution or elimination of incidents.

  • May participate as part of an on-call rotation and responds to critical application issues outside of normal working hours as needed.

20% Relationship and Service Management

  • Develops and maintains relationships and interacts with application users to develop a substantial and broad understanding of the business and goals. Keeps an open channel of communication with users and responds to advanced and complex application support requests and needs.

  • Under limited supervision communicates and interacts directly with application users via telephone, email or web interface to provide solutions to advanced and complex application issues, questions or support tickets.

  • Develops and maintains relationships and acts as a primary contact with internal IT managers and staff as well as third-party vendors as needed to provide appropriate application services and support.

  • Utilizes substantial and broad application knowledge to lead the development and facilitation of application training sessions as requested by business users.

  • Has a substantial and broad understanding of service level agreements and develops recommendations related to service expectations.

  • Responsible for documenting and tracking support services provided, including incidents and user requests, using Cargill's incident tracking software

  • Utilizes substantial and broad application knowledge to ensure application technology complies with Enterprise Architecture framework.

  • Creates and/or provides input to application framework variances as needed.

  • Participates in working groups to develop or update target architectures.

10% Application Implementation and Release Management

  • In collaboration with other IT staff, follows release management processes and under limited supervision guides, reviews and/or performs the programming, configuration, testing and deployment of fixes or updates for application version releases.

  • Includes guiding, reviewing and/or performing the installation of patches, updates, and releases on development, test, quality assurance and production systems

  • Performs analysis on complex, medium-term implementations of solutions considering cost, reliability, performance and business strategy

  • Partners closely with application development teams and leads preparation for new development efforts that will need to be supported.

  • Leads efforts regarding support transition guidelines.

  • Responsible for advanced and complex change -request handling and effective change controls specifically relating to business unit and enterprise-wide implications.

10% Application Monitoring and Maintenance

  • Responsible for leading and/or performing complex technical aspects of application upgrades and enhancements.

  • Monitors the application for recurring incidents and uses a substantial and broad knowledge of problem management methods to identify and resolve underlying root causes of incidents.

  • Follows moderately defined processes and procedures to administer and maintain user access to the application and leads or is a key participant in projects related to risks and controls.

  • Monitors applications with performance issues. Monitoring activities may include addressing complex issues with data interfacing, reporting, system status and/or other application-specific tests.

  • Has a substantial and broad knowledge of Cargill technology, compliance standards, industry trends and developments.

5% Continuous Improvement

  • Maintains a close partnership with business users to identify and lead efforts in developing solutions for gaps in support processes.

  • Collaborates and partners with other support teams and acts as a key participant in the development and improvement of processes, complex enterprise-wide solutions and action on items important to business continuation.

  • Under limited supervision develops and recommends improvements to advanced and complex application- specific support processes and procedures.

  • Utilizes substantial and broad application knowledge to be a key participant in the research, evaluation and recommendations of technology solution alternatives.

5% Other Application Support Responsibilities as Assigned

(Potential examples include but are not limited to the following)

  • Assist with change management and communication needs


Required Qualifications:

  • Bachelor’s Degree or equivalent to 6 - 7 years’ business experience.

  • 5 years of business experience in application support EDI or customer service.

  • Skilled in one or more of the following technologies:: SQL (Oracle and SQL Server), Microsoft C#, Microsoft .NET, Microsoft Silverlight, Microsoft Visual Basic, Unix, Java, Synon, RPG III.

Preferred Qualifications:

  • ITIL Foundations certification.

Job Information Technology

Primary Location Costa Rica-Heredia

Schedule Full-time

Job Type Standard

Shift Day Job

Req ID: SAN01349