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Application Support Specialist Tier 2 - Insa Cannabis

Company: INSA
Location: Chicopee
Posted on: January 19, 2023

Job Description:

We are one of the -fastest growing privately owned cannabis companies on the East Coast with -profitable operations in MA, PA , FL, and soon to be OH and CT. If you have a -go getter spirit and thrive in a fast-paced environment, then this is the -opportunity for you! We are close to 625 people strong today but need -experience like yours to make our business the best in this growing industry. We offer a generous vacation and sick pay package and Company-sponsored health, dental, and vision plans, in addition to other insurance options. We also offer 401K with generous company match as well as fun perks such as employee discounts and free swag.The Application Support Specialist, Tier 2 is responsible for (1) the daily resolution of IT tickets related to internal software systems and (2) the triage of tickets to other Systems/IT staff and Business Units, which occur abruptly across the business and require immediate solutions. This position is responsible for backfilling Tier 1 support, as needed, while maintaining higher-risk systems, like ERP. This position requires the ability to manage multiple high priority tasks under pressure, while ensuring attention to detail and staying organized. This individual assists with daily maintenance and quality control checks in addition to supporting end user training, as needed.Responsibilities & Duties:

  • Maintains Help Desk ticketing system & triages/escalates tickets to other staff, as needed
  • Supports POS, eCommerce, state tracking software, ATMs, 3rd party payment, & other software
  • Supports ERP, BI/analytics, & other software/systems with major Business impact
  • Generates reports to ensure accuracy of data & inventory compliance
  • Assists Management with issue resolution & best practices for inventory/systems
  • Maintains master data & other backend configurations, while ensuring accuracy/quality control
  • SME for interrelated software platforms/systems & provides training to end users
  • Maintains expert knowledge of state-specific cannabis regulations
  • Oversees the implementation of software systems across new & existing locations
  • Oversees the development of SOPs & manages larger projects to support Business needs
  • Assists with selection & implementation of software systems that support business objectives
  • Travels to locations to assist as "smart hands" in coordination with Systems/IT, as needed
  • Maintains priority list, project list, & up-to-date calendar, while ensuring task/time management
  • Weekly rotation for afterhours & weekend support coverageQualifications:
    • IT-related Associate degree or equivalent business experience required
    • At least 2 years of related experience required (3+ years preferred)
    • Advanced Excel experience required, preferably through a formal certificate program
    • ERP system administration preferred
    • Experience with cannabis inventory or equivalent systems required
    • Experience utilizing an IT ticketing system required
    • Specialist knowledge of operating systems, devices, applications, & software required
    • Must be able to explain complex ideas to those with limited IT and systems knowledge
    • Must possess excellent verbal and written communication skills
    • Must be at least 21 years of age
    • Frequent sitting
    • Occasional standing and walking
    • Close visual acuity needed to read and write documents on a computer screen
    • Manual dexterity needed to type on a computer
    • General office environment
    • Occasional exposure to cannabis odorCompetencies:
      • Attention to detail
      • Organized
      • Analytical skills
      • Customer service
      • Project management
      • SOP development

Keywords: INSA, Chicopee , Application Support Specialist Tier 2 - Insa Cannabis, Other , Chicopee, Massachusetts

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