Application Support Analyst

Miracle Software System is currently in search of a skilled Application Support Analyst possessing extensive expertise in Magento, ERP, and Scrum. This exciting career opportunity is located in Tallahassee, FL only. Requirement Details: Job Title: Application Support Analyst Duration: 6 Months Location: Tallahassee, FL Primary Skills: Magento, SAP, ERP, Scrum Responsibilities: Provide level 2/3 technical support for Magento e-commerce platforms and digital retail applications Initiate and Lead SEV1 calls with internal and external stakeholders Act as a subject matter expert for our eCommerce applications, providing advanced technical support to the team and stakeholders Analyze system logs and performance metrics to proactively identify potential issues and recommend improvements Lead efforts to optimize eCommerce application performance and reliability Provide production support off-hours, including nights and weekends, when required Manage and ensure the attainment of support SLAs Collaborate with development and operations teams to drive continuous improvement Provide level 2/3 support for retail point of sale platform beyond our level 1 helpdesk resources (e.g. product inventory, pricing & and promotions, and product attribute support) Liaise with retail store managers and sales managers to understand the details of tickets and to communicate resolutions Test fixes and new enhancements on Magento and point of sale system Act as a bridge between internal users and external software developers and engineers Identify the 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 the internal user community SKILLS AND QUALIFICATIONS 2+ years working in a Level 2/3 IT support function. Excellent written and verbal technical communication required Help desk software experience required (Zendesk preferred) Experience with Magento 2.3+ required Experience with a Magento instance that is integrated with an ERP system required Preferred experience with ERPs, ideally SAP Experience working in an Agile/Scrum software development environment is a plus 3+ years of experience in eCommerce application support or related field. Proficiency in troubleshooting and resolving complex technical issues in an eCommerce environment. Strong analytical and problem-solving skills. Demonstrated leadership and mentoring abilities. Software development education/experience desired How to Apply: Interested candidates are invited to submit their resumes. Please include a cover letter highlighting relevant experience and skills. In the subject line, please mention "Application for Application Support Analyst Position - [Your Name]".