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Flint Hills Resources · 2 days ago

IT Product Support Analyst

Wichita, KS

Full-time

Onsite

Mid Level

Flint Hills Resources is an industry-leading refining company making the oil and transportation products that keep the world moving. They are seeking an IT Product Support Analyst to maintain the seamless operation of key technologies and contribute to the continuous transformation of support services. This role involves troubleshooting complex technical issues, collaborating with IT teams, and improving customer experience through innovative solutions.

AgricultureBiofuelChemicalEnergyManufacturingOil and Gas

Growth Opportunities

No H1B

Responsibilities

Proactively identify, troubleshoot, and resolve complex technical issues, becoming a trusted ally to our customers and a problem-solver who thrives on challenges

Be the escalation point to other analysts on the team to troubleshoot complex issues or brainstorm ideas to resolve complex issues

Engage in collaborative discussions across FHR IT teams, leveraging your critical thinking and technical expertise, to drive permanent solutions and continuous improvement to monitoring, alerts and logging, aiming for issue prevention where feasible or proactive detection for faster resolution

Be connected to expected SLAs, responding and resolving critical issues on time, and working with IT teams to ensure monitoring and alerting is in place to detect and alert anomalies that can impact business SLAs

Leverage, improve and support AI agents and workflows to analyze and solve complex business challenges, maintain and refine troubleshooting and user-facing knowledge bases, and improve support experience

Continuously seek ways to improve customer experience, work execution efficiency and application and data reliability, applying forward-thinking service improvements

Be part of the team’s on-call rotation (1 weekday every 2 weeks, 1 weekend every 8 weeks)

Qualification

Troubleshooting applicationsSQLAI technologiesPowerShellPythonAWS TechnologiesScheduling toolsGraph database modelsGitHubData integration toolsSoft skills

Required

Experience troubleshooting applications with complex integrations (event-based, APIs)

Experience in SQL and basic coding capabilities (PowerShell, Python or similar)

Experience troubleshooting and creating a logical workflow of an undocumented process after solving complex issues

Experience leveraging emerging AI technologies or building AI agents or workflows that automate and improve processes

Experience partnering effectively with IT and Business stakeholders with the ability to articulate business impact and translate technical issues to non-technical audiences

This role is not eligible for visa sponsorship

Preferred

Experience with Cypher queries, including the ability to read/change queries to navigate data errors, and/or read and understand Graph database models

Experience with AWS Technologies (Lambda, S3, Cloudwatch)

Experience with scheduling and monitoring tools (Grafana, Automic, LogicMonitor, or others), and knowledge of effective alerting practices

Familiarity using GitHub with the ability to navigate code repositories and find/understand feature files

Familiarity with data integration tools such as Denodo, Alteryx, Matillion