Job Description

The Enterprise Application Analyst is part of a team responsible for the ongoing support, configuration changes, and customizations of business applications, including cloud-based solutions. The Enterprise Application Analyst will act as a subject matter expert on the supported applications and will contribute to key technical processes. Work closely with Technology staff (project managers, business analysts, software developers, Technology infrastructure and operations team members) and third-party vendors, as applicable. Responsible for timely restoration of services and fulfilment of business requests thereby meeting service level commitments and continuous service improvement.

Configure, maintain, upgrade, deploy and install applications and/or application changes in compliance with software development life cycle procedures.

Responsible for the maintenance of the assigned applications to include providing tier 1 and tier 2 application support for systems of responsibility: log and track issues to resolution; perform analysis of issues to either resolve or escalate; identify workarounds where necessary, communicate & coordinate with vendor support teams and internal Technology staff.

Lead and/or participate in planning, implementation and testing of package software upgrades and configurations of available package software features and functions. 

Collaborate with business teams/end users of assigned applications to assist with daily operations, configuration and sustainability.  Evaluate system capabilities based on business needs, working with Technology engagement as appropriate.

Organize and prioritize tasks per an established timeline and follow-up to ensure appropriate completion.

Provide knowledge transfer within the team, share best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base.

Create and maintain support documentation related to in scope application support issues. Develop and maintain standard operating procedures as appropriate.

Partner with Technology teams on issue resolution and business updates as needed.

Identify and recommend improvement of applications support processes.

Utilize analytical and problem-solving skills to investigate, document, and resolve application issues in a timely and courteous manner.

Complete root cause analysis and lessons learned activities as required.

Create change request documents and work collaboratively with the QA function during integration testing and software release.  Ensure all production changes are made in accordance with lifecycle methodology and risk guidelines.

Provide operational support by investigation, documentation, and resolution of application issues for the business area and corporate departments.

Responsible for implementation and maintenance of proactive monitoring of key applications\services to decrease issue identification and resolution times

Research, evaluate and stay current on emerging tools, techniques and technologies; maintain skills and capabilities through education, training and hands-on experience.

Essential Functions:

Ability to work well individually as well as in a team environment

Excellent oral and written communication skills

Excellent customer service skills

Ability to work with little or no supervision

Strong organizational, time and stress management skills

Strong analytical and troubleshooting ability with strong attention to detail

Ability to handle multiple applications

Excellent interpersonal skills

Self-starter with demonstrated ability to make decisions

Ability to be on-call when required, on a rotational schedule  

Proven ability to learn quickly and independently train themselves on existing and new technologies and technology platforms.

Basic Qualifications:

Bachelor’s degree in Information Technology or a technical discipline preferred (e.g., engineering), or technical certifications, or related experience

3+  years of related work experience

Database systems experience writing queries, views, and store procedures in Microsoft SQL Server

Experience with implementing monitoring events and working within monitoring tools (DataDog a plus)

Strong knowledge of ITIL methodologies (incident management, problem management, change management)

Ability to review detailed log files to quickly identify problems

Experience with managing applications (upgrades, configurations, deployments, changes, incident support)

Experience developing software in 2+ languages

Working knowledge with various batch script languages and command line operations for Windows

Fluent in all appropriate debugging and performance analysis tools and able to identify key metrics on areas to improve application performance

Experience using incident tracking tools (Service Desk, ServiceNow, etc.)

Strong understanding and experience with AWS

Experience with fuel retail is a plus

Wawa will provide reasonable accommodation to complete an application upon request, consistent with applicable law. If you require an accommodation, please contact our Associate Service Center at asc@wawa.com or 1-800-444-9292.

Wawa, Inc. is an equal opportunity employer. Wawa maintains a work environment in which Associates are treated fairly and with respect and in which discrimination of any kind will not be tolerated. In accordance with federal, state and local laws, we recruit, hire, promote and evaluate all applicants and Associates without regard to race, color, religion, sex, age, national origin, ancestry, familial status, marital status, sexual orientation or preference, gender identity or expression, citizenship status, disability, veteran or military status, genetic information, domestic or sexual violence victim status or any other characteristic protected by applicable law. Unlawful discrimination will not be a factor in any employment decision.