Job Directory Program & Application Support Analyst

Program & Application Support Analyst
Austin, TX

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Job Description

Wesco Aircraft is a dynamic, global company looking for enthusiastic team members to support our vision: To generate value in everything we do every day as a highly engaged team delivering the best customer experience. We invest in our employees, providing outstanding opportunities for career progression and personal development. We invite you to explore a career with our Wesco Aircraft Team.


The Program & Application Support Analyst will primarily support business applications, both internal to Wesco and provided to external customers, including but not limited to software configuration, troubleshooting and data analysis related to specific contracts in our Government sector. They are able to interpret users' requests for assistance, document, and provide support towards resolution. They are able to solve issues within the scope of the position, determine root cause, and escalate as needed.

Program & Application Support Analyst responsibilities include, but are not limited to: support/troubleshooting of business applications, document incidents, account creations/terminations/maintenance, and training. The Government contracts have specialized pages that require dedicated support and assistance from the Program & Application Support Analyst.

This role will also provide in depth data analysis on various areas that impact the performance of the Government contracts. This includes but is not limited to financials, metric/fill rate performance, backorder control, shelf life management and order trends.

The scope of this position is to provide support/follow-up, communicate with team members effectively, problem solving, working on projects/tasks as assigned, as well as bridging the gap of understanding between business needs and technological efficiencies.


Actively monitor Service Desk queues, take ownership of requests that impact operational execution of our contractual obligations under our Government contracts. Escalate issues in a timely manner if problems are not resolved.

Use SQL to interact with our Oracle database to retrieve data, correct data, or create basic reports.

Generate and distribute daily, weekly & monthly reports; investigate and explain any anomalies prior to distribution.

Design and monitor reports to ensure complex inventory control, shelf life management, and order allocation processes are executed properly and timely.

Perform ad hoc data analysis to identify trends and drive efficiencies and continuous improvements.

Foster good working relationships with all levels of the organization and inter-department personnel (IT, warehouses, customers, program management, etc.)

Maintain knowledge of most current information technology application upgrades and system capabilities

Assist with User Acceptance Testing (UAT) or other software testing activities as needed through careful evaluation of successes and correction of failures, to ensure quality of the end user deliverables


* Bachelor's degree is preferred; equivalent I.T. and/or business experience Database and Microsoft certifications are a plus
* Demonstrated I.T. knowledge and experience is required
* Must have a minimum of 2 years I.T. or business experience - Wesco Aircraft experience is preferred
* Demonstrated experience working as a collaborative team member, within a multi-discipline environment
* Experience in phone and email-based customer service, preferably IT support
* Strong analytical problem solving skills, as well as good interpersonal skills, coupled with a strong desire for delivering high quality, enterprise technology solutions to internal and external customers
* Strong verbal and written communication skills, including good questioning and listening skills
* Ability to clearly document and communicate systems and processes in detail
* Ability to easily analyze ambiguous information received, and work through the process of translating the information, to be clearly understood.
* Final candidates must successfully complete a pre-employment drug screen, criminal and employment background clearance.

This position requires use of information which is subject to compliance with the International Traffic in Arms Regulations (ITAR). To conform to U.S. Government export regulations/ITAR, applicant must be a U.S. citizen, lawful permanent resident of the U.S., protected individual as defined by 8 U.S.C. 1324b(a)(3), or eligible to obtain the required authorizations from the U.S. Department of State.

Wesco Aircraft is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, including sexual orientation and gender identity, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.


Wesco is proud to offer a broad range of benefits options. You can choose from a number of plans including medical, dental, vision, life and disability insurance and voluntary supplemental programs. All full-time employees are eligible for benefits coverage.

Wesco Aircraft is one of the world's leading distributors and providers of comprehensive supply chain management services to the global aerospace industry, based on annual sales. Our services range from traditional distribution to the management of supplier relationships, quality assurance, kitting, just-in-time delivery, chemical management services, third-party logistics or fourth-party logistics and point-of-use inventory management. We offer one of the world's broadest portfolios of aerospace products, including C-class hardware, chemical and electrical and comprised of more than 563,000 active stock-keeping units. Wesco Aircraft has more than 2,900 employees across 50 locations globally with net sales of $1.6 billion in 2018.

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