Senior Support Analyst

At ADM, we unlock the power of nature to provide access to nutrition worldwide. With industry-advancing innovations, a complete portfolio of ingredients and solutions to meet any taste, and a commitment to sustainability, we give customers an edge in solving the nutritional challenges of today and tomorrow. We're a global leader in human and animal nutrition and the world's premier agricultural origination and processing company. Our breadth, depth, insights, facilities and logistical expertise give us unparalleled capabilities to meet needs for food, beverages, health and wellness, and more. From the seed of the idea to the outcome of the solution, we enrich the quality of life the world over. Learn more at

Position Summary:

The Senior Support Analyst is responsible for overseeing and managing the day to day operations of their respective tower, ensuring efficient and effective resolution of IT issues and requests. This role involves leading a team of support specialists, coordinating with other IT departments and maintaining high levels of customer satisfaction through the delivery of our services.

Your Responsibilities:

• Day to Day Operational Oversight (Weight 40%) – Work collaboratively with the team to ensure application tickets are resolved in a timely way and in accordance with ADM procedures
• AOP (Weight 40%) – Work with relevant stakeholders to ensure AOP items are updated and executed in a timely manner
• General Service Delivery (Weight 20%) – Work with all stakeholders to including ADM colleagues as well as 3rd party service providers to ensure the service we deliver is a quality service with minimal down time.
• Projects and Non Project demand(20%) – Represent the team in the capacity of technical lead in project meetings
• Work in an ethical and legal manner in accordance with Company policies and procedures.

Your Profile:

• 5+ years relevant industry experience.
• ITIL certification preferred.
• Experience in using a ticketing tool.
• Basic understanding of SOX principals.
• Good functional knowledge of MS Dynamics Navision and/or MS Dynamics 365 BC
• Ability to prepare technical documents for others to follow.
• Ability to convey technical requirements in simple a non-technical manner.
• Proficient in using Microsoft Outlook, Word, Excel and PowerPoint.
• Fluent in English, both written and verbal.
• Customer service orientated attitude.
• Experience in effective communication with technical (GT) and non-technical (business) people.
• Capable of working collaboratively with colleagues in person or remotely over the phone or with collaboration tools such as MS Teams.
• Highly motivated team player with the skills and ability to manage changing priorities.
• Solid and proven experience in supporting application environments.
• Participate in routine standups to remove roadblocks and ensure team is focusing on top priorities.
• Provide input and guidance into the Annual Operating Plan (AOP) and ensure items are executed as per the plan.
• Provide operational oversight by performing the duties of Queue Owner, ie monitor support queues to ensure timely assignment and resolution of issues.
• Constantly seek and recommend opportunities for service improvements and efficiency gains.
• Work collaboratively with the team to stay updated with industry trends and best practices to ensure tower remains current by means of technical roadmap.
• Liaise with and advise both Solutions and Non Project demand teams on technical matters.
• Primary contact for key business colleagues & third party service providers.
• Participate in projects as the subject matter expert for the applications.
• Occasional weekend and holiday availability needed to support lifecycle management activities and escalations through on-call responsibilities.