Application Support Analyst 

West Music is seeking a detail-oriented and technically skilled Application Support Analyst to join our IT team. This role is responsible for providing functional and technical support for our ERP and CRM systems, ensuring optimal performance, user satisfaction, and business continuity. The ideal candidate will have hands-on experience with ERP and CRM platforms, strong problem-solving skills, and a customer-focused mindset. These vital behind the scenes activities allow us to meet our mission of encouraging people of all ages and abilities to: Play now. Play for life.

Essential Duties and Responsibilities include but are not limited to the following:

• Provide first and second-line support for ERP and CRM applications, including issue resolution, user assistance, and system troubleshooting.
• Participate in testing and deployment of new features, modules, and system updates.
• Monitor system performance and proactively identify areas for improvement.
• Contribute to the IT task list to ensure that all tasks are handled in a timely manner.
• Document policies and procedures so that they may be implemented consistently.
• Manage user access, roles, and permissions in accordance with company policies.
• Coordinate with vendors and internal teams for system upgrades, patches, and integrations.
• Ensure data integrity and compliance with security and privacy standards.

Job requirements:

• Bachelor’s degree in Information Technology, Computer Science, Business Systems, or a related field.
• 3+ years of experience in application support, with a focus on ERP and CRM systems.
• Hands-on experience with platforms such as Microsoft Dynamics NAV and Hubspot preferred.
• Strong understanding of business processes in accounting, supply chain, sales, and customer service.
• Working knowledge of Microsoft Azure and Azure DevOps.

• Proficiency in SQL and data analysis tools.
• Experience with system integrations and APIs.
• Project management or business analysis experience.

Key competencies:

• Service Focused – strives to always deliver great service to customers and co-workers by using effective listening skills, strong interpersonal and communication skills.
• No detail is too small – pays close attention to detail and accuracy, even when busy.
• Self-motivated – a "can-do" attitude with a desire to take on an increasing level of responsibility and a drive to meet project deadlines.
• Organized – can manage multiple tasks at once and ensures everything gets done in a timely manner.
• Team Player/Collaborative – people focused with the ability to develop effective working relationships with co-workers and customers. You will be in an environment where the expectation is to ask for help when you need it, and to seek out opportunities to assist others in meeting the customer needs.
• Flexible – thrives in a fast-paced environment; doesn't get frustrated by evolving priorities or work assignments; open to feedback.

West Music is an equal opportunity, equal access employer committed to a diverse workforce. The above information has been designed to indicate the general nature and level of work performed by employees within this classification. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job.