System Analyst - Customer Support

About Signify

Through bold discovery and cutting-edge innovation, we lead an industry that is vital for the future of our planet: lighting. Through our leadership in connected lighting and the Internet of Things, we're breaking new ground in data analytics, AI, and smart solutions for homes, offices, cities, and beyond.

At Signify, you can shape tomorrow by building on our incredible 125+ year legacy while working toward even bolder sustainability goals. Our culture of continuous learning, creativity, and commitment to diversity and inclusion empowers you to grow your skills and career.

Join us, and together, we’ll transform our industry, making a lasting difference for brighter lives and a better world. 

More about the role

Job Summary

Working as a Systems Analyst at Genlyte Solutions BU of Signify, is dynamic. You‘ll be responsible for supporting the Lighting division’s application portfolio.  The support team is the first point of contact into the Lighting Application Support organization and responds to a wide variety of requests, including troubleshooting and diagnostics, recognizing trends, escalating issues when appropriate, and communicating with external and internal users. The team also performs key activities within the project development lifecycle for changes and enhancements for several applications.

Key Areas of Responsibility

• Provide and request support on behalf of Lighting application (Mylighitgn, EDI & API ect...)  external and internal users through multiple channels – C4CS, functional email
• Log requests, regardless of channel, and maintain accountability of the support requests from creation to customer closure, regardless of who is needed to resolve the issues
• Provide user account management for internal users and external agents
• Work with Agents/Distributors to maintain ticket updates
• Support onboarding of new end users’ Agents/ distributors on digital platforms
• Triage and correct defects within scope of work
• Triage and route request after determining severity, category, appropriate resolution path, identify and escalate severity-1 (emergency) service requests, and assist in resolution as needed
• Collaborate with Tier 2 to resolve service requests, including support for 3rd party vendor service requests during the resolution process
• Read and analyze log files/workflows and other technical information provided by external and internal users to recognize patterns among incoming service requests, identify trending requests
• Research questions and problems using available information resources, including collaborating with staff to recreate problems in the test environment
• Assist in growing the documentation and organizing the Lighting Application Support knowledge base
• Execute test plans, component and regression, for each release.  Provide documentation as well as issue descriptions to Tier 2 for further validation.
• Participate alongside Tier 2 in release deployment activities as needed by adjusting schedules, conducting training, identifying new trends in service requests post deployment, and build training documentation (e.g. user guides, quick reference guides, and instructional videos)
• Ensure new functionality deployed across the existing application portfolio does not adversely impact the service desk or end users by thorough testing software builds/hot fixes and troubleshooting issues scripts, regression, documentation (Examples: SAP, Mylighting , EDI, Configurator, 3rd party services, Price List Manager, Service Request)
• Contribute to ongoing process improvement initiatives

Critical Experiences

• Competent in MS Office Suite (Word, Excel, PowerPoint & Access)
• Well-developed written and oral communication skills.
• Capacity to quickly learn software applications, both packaged and custom developed, and provide support to internal and external users (technical)
• Accustomed to working on various issues simultaneously and ensuring the integrity of each project or task (administrative)
• Accustomed to working with people from various departments with various skill sets (interpersonal)
• Ability to comprehend information and provide insights to correct defects 
• Preferred: upto 3 years of Experience with level 1 support for software applications such as MyLighting or customer experience self-service platforms
• Preferred: Experience with technical support of EDI (electronic data interchange), API, or other technologies used to exchange business data

Everything we’ll do for you

You can grow a lasting career here. We’ll encourage you, support you, and challenge you. We’ll help you learn and progress in a way that’s right for you, with coaching and mentoring along the way. We’ll listen to you too, because we see and value every one of our 27,000+ people. We believe that a diverse and inclusive workplace fosters creativity, innovation, and a full spectrum of bright ideas. With a global workforce present in 70+ countries, we are dedicated to creating an inclusive environment where every voice is heard and valued, helping us all achieve more together. 

Come join us, and together we can light up the future.