Senior IT Business Analyst - EDI and Dynamics GP

Working at Freudenberg: We will wow your world!

Responsibilities:

• Respond to and resolve complex IT support requests and tickets, delivering expert assistance to end users.
• Proactively monitor IT systems and escalate unresolved issues to appropriate teams to ensure minimal disruption.
• Maintain accurate service records and document solutions to common issues to support efficiency and team learning.
• Collaborate with IT teams to identify and implement improvements in support workflows and service quality.
• Provide guidance and training to junior IT staff, fostering skill development and team capability.
• Investigate recurring technical issues, perform root cause analysis, and implement preventative measures to reduce future incidents.
• Assist with the deployment, configuration, and maintenance of IT hardware and software to ensure optimal performance.
• Ensure all IT support activities align with established policies, procedures, and compliance standards.
• Contribute to IT projects focused on enhancing service quality and improving the overall user experience.
• Provide remote technical support to users across locations, ensuring consistent and reliable IT service delivery.

Qualifications:

• Bachelor’s degree in Information Technology, Computer Science, or a related field.
• 3–5 years of experience in IT support or helpdesk roles, with a strong focus on advanced technical troubleshooting.
• Proven ability to diagnose and resolve complex IT issues efficiently and effectively.
• Proficiency with helpdesk ticketing systems and a solid understanding of support best practices.
• Fluency in English

The Freudenberg Group is an equal opportunity employer that is committed to diversity and inclusion. Employment opportunities are available to all applicants and associates without regard to race, color, religion, creed, gender (including pregnancy, childbirth, breastfeeding, or related medical conditions), gender identity or expression, national origin, ancestry, age, mental or physical disability, genetic information, marital status, familial status, sexual orientation, protected military or veteran status, or any other characteristic protected by applicable law.