Anlst, Svc - Energy Portfolio - GROWMARK, Inc. - Bloomington, IL

GROWMARK is an agricultural cooperative serving almost 400,000 customers across North America, providing agronomy, energy, facility engineering and construction, and logistics products and services, as well as grain marketing and risk management services. Headquartered in Bloomington, Illinois, GROWMARK owns the FS trademark, which is used by its member cooperatives. GROWMARK also owns and operates SEEDWAY, the largest full-line seed company in the United States. More information is available at growmark.com.

See what it's like to work at GROWMARK: https://youtu.be/CSVMnKCySsY

PURPOSE AND SUMMARY STATEMENT

The Service Analyst provides advanced technical support for Energy applications and associated hardware to create a positive customer experience that resolves customer issues and minimize disruption to retail Energy operations.

Applications include Wireless Energy Business Solution (wEBS), Tank Monitors, Tank Spotter, Agvance modules, and others.

ESSENTIAL JOB FUNCTIONS

Serves as the primary Tier 2 customer service analyst for Energy applications. Responsible for customer service functions to respond and solution advanced complex issues in a professional and responsive manner.

Develop and maintain an advanced understanding of Energy application hardware, software, and services and how they interface with other platforms.

Provides leadership, training, and assistance to end users, IT Applications Support, IT Portfolio, and select GROWMARK employees to ensure users receive customer service that exceeds their expectations.

Operates within the incident management platform and provides process recommendations to facilitate internal tracking and visibility along with the best customer experience.

Adheres to established SLAs focused on customer service requests being completed in a timely and accurate manner. Monitors team SLA metrics and creates dashboards for management reporting.

Develops and maintains knowledge base documentation on Energy applications and hardware. Shares with and educates IT Application Support.

Configures and installs Energy applications hardware and software systems.

Assists with the testing and implementation of Energy applications and ensures their accurate interface with other applications.

Recommends ways to enhance Energy applications to provide industry best practices and be user friendly.

OTHER JOB FUNCTIONS

Provides evening and weekend on-call support functions as part of a team rotation.

Performs other duties and special projects as assigned.

Follows GROWMARK’s Code of Conduct and Corporate Compliance Program, Environmental Health and Safety, OSHA and DOT policies and procedures, as they apply.

REQUIREMENTS

Normally requires a bachelor’s degree in information technology, information systems, business administration, or 4 years of related experience to demonstrate working knowledge to provide applications support and recommendations to Energy business areas.

Intermediate skills in SQL scripting and database manipulation preferred, basic skills required. Basic IP Networking skills required.

Demonstrate diagnostic, problem-solving, analytical, planning, organization and project management skills and the ability to read and interpret technical material.

Understanding and experience with computer services-related areas including software and hardware design and integration.

Ability to provide advanced technical support and training to new and existing users.

Ability to effectively communicate with business and technology stakeholders to provide excellent service to customers.

Ability to effectively manage numerous duties of varying priority.

Ability to lead presentations, webinars, and training classes.

Must have the ability to travel independently and overnight as necessary.

Must have and maintain a valid driver’s license and satisfactory driving record.

Ability and willingness to participate in required training that may include education on GROWMARK’s policies and procedures and additional training as it relates to the requirements of the position.

At GROWMARK, we are dedicated to supporting the long-term financial well-being of our employees through a fully funded pension, a cornerstone benefit that ensures security for the future. We offer a comprehensive benefits package that includes medical, dental, vision, and life insurance, along with a variety of supplemental plans like accident, critical illness, disability, hospital indemnity, and identity theft protection. To promote a healthy work-life balance, employees enjoy generous paid time off (PTO), paid holidays, and parental leave, giving you time to recharge and focus on what matters most. Additionally, our 401(k) plan with company matching helps you plan for retirement, while our free Employee Assistance Program (EAP) supports your overall well-being. Whether you're starting your career, balancing family life, or planning for retirement, our company is committed to providing employees with a comprehensive and competitive Total Rewards package that meets your needs at every stage. Benefits eligibility may vary depending on the position.

Actual compensation will be determined based on experience, location, and other factors permitted by law.  In addition to base pay, certain roles may be eligible for bonuses, incentives, and commissions.

We are an equal opportunity employer, including protected veterans and qualified individuals with disabilities. Employment may be contingent upon receipt of an acceptable and job-related background check, drug test, motor vehicle report, and/or reference check, as applicable and permissible by law.