Senior Application Analyst

The Role 

The Senior Application Analyst will be a primary executor of technical strategic opportunities on the Applications Team. This role be hands on with our business applications, and will be responsible to understand, document, and support optimized configuration in all customer facing applications, and the backends that support them. You will be asked to act as technical lead in some new GTI initiatives and should be prepared to execute UAT for functionality testing, regression testing, and QA review of our internal and third-party applications to ensure a stable environment. This role will support the Application Managers, and will report to the Director of Technology Applications & M&A Integrations.  

Responsibilities 

• Engage with cross-functional business partners to define and refine requirements for future platform enhancements in all enterprise systems, with primary focus on GTI/Rise’s customer facing or customer data platforms 
• Establish processes for secure, compliant, and efficient electronic patient and customer document management  
• Collaborate with ecommerce, digital, and retail teams to digitize and maintain information intake 
• Lead technical components of loyalty and customer insights initiatives 
• Coordinate between business partners and IT to ensure projects stay on schedule and on track 
• Support customer data intake and ingestion to all relevant platforms, including from POS, Loyalty intake, ecommerce, and more  
• Act as level 3 Application support for primary business applications 
• Establish support documentation and engage with GTI’s internal help desk and service delivery team to enhance the service delivered to IT’s primary customers
• Document complex processes requiring cross functional involvement to smooth out execution 
• Oversee maintenance and integration projects across Service/Sales and Marketing Clouds in Salesforce 
• Provide ongoing support to Salesforce users throughout business orgs and ensure configuration supports business need 

Qualifications  

• 3+ years’ experience in a professional environment supporting retail or customer service system
• Demonstrated history of thinking critically to investigate and resolve issues and advance improvements to other opportunities 
• Strong technical background and comfort troubleshooting reported issues, bugs, and comfort documenting and testing in a technical environment 
• Project management and organization skills to manage own projects and maintain visibility of project status to involved stakeholders 
• Experience interacting with and technically supporting a loyalty, customer insights, CRM or CPD platform required 
• Experience with highly regulated industries a plus 
• Experience operating a distributed Service Cloud call center using AWS Connect a plus 
• Experience implementing omni-channel marketing programs integrated w/CDP and/or data warehouse a plus  
• Experience integrating multi-market B2B sales operation with ERP and marketplaces 
• Salesforce Administrator and Marketing Cloud Administrator certifications - or demonstrated professional experience a plus 

Additional Requirements 

• Must pass any and all required background checks  
• Must be and remain compliant with all legal or company regulations for working in the industry  
• Must be a minimum of 21 years of age 

GTI prefers all new hires to be fully vaccinated against COVID-19 and provide proof of vaccination at time of hire