Your Job
If you are a problem-solver who thrives on challenges and is passionate about being part of a dedicated support team, join Flint Hills Resources as an IT Product Support Analyst. This role is pivotal in maintaining the seamless operation of technologies that are key for FHR’s success. As a passionate member of our support team, you will have the opportunity to make a significant impact by contributing to the continuous transformation of our support services and ensuring the success of our technology initiatives.

WHO YOU ARE (BASIC QUALIFICATIONS)

• Experience supporting critical or custom applications
• Experience reading/writing SQL queries
• Experience troubleshooting applications with complex integrations (event-based, APIs)
• Ability to understand and clearly articulate IT issues and its impact to customers
• Ability to build strong partnership with key customers
• Ability to interpret code to help determine the potential cause of an issue

WHAT YOU WILL DO

• Proactively identify, troubleshoot, and resolve complex technical issues, becoming a trusted ally to our customers and a problem-solver who thrives on challenges
• Be the escalation point to other analysts in the team to troubleshoot complex issues or brainstorming ideas to resolve complex issues
• Engage collaborative discussions across FHR IT teams, leveraging your critical thinking and technical expertise, to drive permanent solutions and continuous improvement to monitoring, alerts and loggings, aiming issue prevention where feasible or proactive detection for faster resolution
• Be connected to expected SLAs, responding and resolving critical issues on time, and working with IT teams to ensure monitoring and alerts are in place to detect and alert anomalies that can impact business SLAs
• Maintain and refine documentation in partnership with the product team, ensuring clarity and effectiveness for both support personnel and users
• Seeking ways to enhance customer’s experience and how work is done, applying forward-thinking service improvements
• Be part of the team’s on-call rotation (1 weekday every 2 weeks, 1 weekend every 8 weeks)