Business Applications Specialist

Position Summary

The Business Applications Specialist I, II, III is responsible for the successful installation, configuration, integration, usage, troubleshooting, and ongoing enhancement of Crescent’s key business applications.

The Business Applications Specialist will operate as outlined in the Crescent Way- 3 P’s:

• Purpose
• Process
• People

While building on our culture of:

• Doing it Right
• Doing it Safe
• Doing it Well.

Essential Duties and Responsibilities

Safety

1. Read, understand, and periodically review the Crescent Safety Playbook.
2. Personify “Doing it Safe” as all Crescent People should.
3. Actively participate in Crescent’s Safety culture where possible (e.g., conduct periodic Safety Sentinels, raising concerns about potential hazards as discovered).
4. Place particular focus on “Doing it Safe” in the context of cybersecurity.
5. Assists with system security levels and user accounts.
6. Support cybersecurity safety protocol.

Quality 

1. Generate and distribute the weekly Nulogy status report to ensure all Nulogy instances are being maintained properly and in a timely manner by the site level leadership.
2. Collaborate with Crescent users, customers, and application providers to continually improve Crescent’s business applications and the processes surrounding them.
3. Comply and ensure compliance with Crescent IT processes, procedures, and policies.
4. Regularly solicit feedback from the Crescent user community regarding the quality of service the applications are providing, improvement possibilities, and initiate improvement plans as required.
5. Keep Senior Manager of Business Applications or Manager of Business Applications informed of quality issues and support required.
6. With the direction of the Senior Manager or Manager of Business Applications collaborate with software vendors and internal development teams to investigate and resolve complex application issues, escalating to third-party support as needed.

 Productivity

1. Develop a high level of understanding and technical expertise of Crescent’s business applications.
2. Learn and understand the similarities, differences, and nuances of Crescent’s multiple Nulogy instances including integrations.
3. Monitor business applications for issues that could impede their effective usage (e.g. application unavailable, performance issues, functionality degraded), keeping Crescent users and customers (as needed) informed, and working with the application provider through resolution.
4. Raise lesser issues related to business applications to the Senior Manager of Business Applications or Manager of Business Applications.
5. Meet agreed upon commitments in a timely manner.
6. Ability to track and prioritize tasks and projects from beginning to end.
7. Implement, develop, and support the web portal and create links to the related enterprise systems.
8. Able to follow documented processes and procedures.

People

1. Provide friendly, approachable application expertise and troubleshooting capabilities.
2. Cultivate good relationships with Crescent users to promote an open learning environment.
3. Provide effective one-on-one and small group training related to business applications.
4. Always consider that People range widely on the spectrum of application skill and assist them on their own personal level.
5. To ensure that all software systems, procedures and processes are effectively documented to agreed standards and kept up to date. This includes the production of technical and release management documentation.

 Customer Value

1. Build and maintain a good reputation with our customers, both internal and external.
2. Ensure application processes and procedures are accurate and executed properly so that Crescent and our customers get the maximum level of value possible out of our business applications.
3. Continually seek to improve Crescent’s business applications, policies, and procedures.
4. Provide timely status feedback to customers awaiting business application related configuration changes, enhancements, or issue resolution.
5. Function as a subject matter expert (SME) for business applications and provide project support as required.
6. Collaborate with other subject matter experts in various departments to ensure compliance with applicable statues and regulations.

Financial

1. Optimize the usage, configuration, functionality, and performance of business applications to ensure Crescent meets or exceeds its productivity and budgetary goals.
2. Staying up to date and implementing software updates, upgrades, and patches while ensuring compatibility with existing systems and data.

Level 1

1. Focused on a primary application, examples include: UKG Ready, Nulogy, WMS, Netsuite.
2. Provides basic user support and troubleshoots common issues.
3. Supports other applications as necessary.
4. Awareness of Crescent’s systems.
5. Takes ownership of tasks and projects assigned.

Level 2

1. Advanced knowledge of primary application and taking responsibility of a second application.
2. Provides user training and support for moderate to complex issues.
3. Collaborates with other teams to optimize user experience.
4. Support integrations related to primary application.
5. Acts as a mentor to level 1

Level 3

1. Serves as a subject matter expert for primary and secondary applications.
2. Manages and configures applications independently.
3. Leads the implementation of new features and updates.
4. Leads integration projects
5. Collaborates with stakeholders to understand business needs and aligns application solutions accordingly.
6. Takes ownership of complex problem resolution and system improvements
7. Perform accurate data analysis and processing.
8. Testing the systems on a regular basis to ensure quality and function.
9. Supports and administers enterprise applications including implementation, installation, configuration, and developing concepts and documentation.
10. In collaboration with the Senior Manager of Business Applications, or Manager of Business Applications, train, mentor, and develop other Application Support teams and new specialists as required.

All other duties as assigned, including but not limited to identifying and training an individual capable of successfully completing all stated Essential Duties and Responsibilities as appropriate to maintain integrity of position for progression planning and coverage during times of absence.

Cultural Competencies

Do It Right

Doing what is right for our customers, doing what is right for our company and doing what is right for our People. Continually improving the quality of our products and services. Monitoring and measuring every key ingredient which could negatively impact our quality. Doing it Right ensures we are always becoming a Premier Service Provider.

• Identifies and counters resistance to change
• Advocates continuous improvement
• Forges teams and provides direction
• Provides constructive performance feedback
• Willingly adjusts the make-up of the team
• Plans, delegates, and follows up
• Guides others to improve collaboration
• Entrepreneurial initiative

 Do It Safe

Creating a safe environment and supporting our People to reach their highest potential. A safe environment where all forms of risk are assessed and controlled. A safe environment open to new ideas, where our people’s opinions and overall well-being count. A diverse environment where everyone fits and can be successful.

• Self-assured yet humble
• Able communicator—good clarity, balanced talker and listener
• Patient
• Effectively assertive and able to handle conflict and confrontation
• Solution vs. blame oriented
• Mixture of firmness and flexibility
• Has energy and enthusiasm
• Holds self and others accountable
• Willing to take calculated risks

 Do It Well

Optimizing all our resources to efficiently and effectively perform all tasks well. Our overall productivity as a company is a reflection of the thousands of activities performed well each and every day by everyone.  At Crescent, our ability to Do it Well is a real source of pride valued by our customers.

• Systematic trainer, willing and able to develop people
• Good work ethic, task focused and willing to extend extra effort
• Able to follow structure where it exists and create structure where it does not
• Resilient—able to deal with the unexpected, not easily flustered
• Maintains sense of urgency
• Follows up to ensure quality task completion
• Disciplined Self Starter

Work Environment / Physical Demands

• Fast paced environment, requiring one to adapt to continuous changes in schedules, volumes, staffing and shift requirements.
• Ability to frequently sit, stand, walk, reach with hands and arm’s length, balance, climb, stoop, kneel, and crouch.
• Ability to regularly lift up to 10 pounds, occasionally up to 25 pounds, and recognize when a “team lift” or mechanical assistance is in order.
• Ability to sit for extended periods of time at a desk in a traditional office environment.
• Ability to travel 10% of the time to remote Crescent locations.

Management Reasoning and Organizational Skills

• Strong analytical and practical problem-solving abilities
• Effective prioritization and time management
• Ability to anticipate and look ahead
• Thorough, accurate, detail-oriented
• Adaptable and capable of shifting focus in a dynamic work environment

Systems Usage

• Nulogy
• UKG Ready
• Microsoft Office Suite, specifically MS Excel, Power BI
• SharePoint, Power Automate
• NetSuite
• Support Ticketing System
• Snowflake
• Workato
• Other business applications as they are identified

Performance Metrics and Trends

• Safety
• Quality
• Productivity
• People
• Customer Value
• Financial

Qualifications

Education & Experience: 

• 1-5 years’ firsthand experience working in business application support or a Bachelor of Science degree in a related field such as business applications, programming, computer science, or engineering.

 Preferred Qualifications:

• Experience with Nulogy and UKG Ready.
• Experience with system-to-system integrations using flat files, EDI, XML, and APIs.
• Experience with relational databases, DB theory, and SQL.
• Experience with iPaaS (example: Workato).
• Experience with ticketing system and willingness to understand IT Analyst job duties.

 We will absolutely know the Business Application Specialist is successful if they can:

• Quickly and effectively triage user issues as they relate to business applications and expedite their resolution.
• Understand the nuanced differences between Crescent’s multiple Nulogy sites.
• Support the successful startup of new Nulogy sites and their integration to customer systems, to include assisting with the system training and competency goals for new users.
• Assist in the development of a community of Crescent “super users” of business applications.

By completing this application, you are acknowledging the following: 

• I am at least 18 years of age of older 
• I can perform the essential functions of this position, with or without accommodation
• I am a US Citizen or otherwise authorized to work in the US on an unrestricted basis