Job Description

Company Description

Pilot Flying J is the 10th largest privately held company in North America with more than 28,000 team members. As the industry-leading network of travel centers, we have 750+ retail and fueling locations in 44 states and six Canadian provinces. Our energy and logistics division is a top supplier of fuel, employing one of the largest tanker fleets and providing critical services to oil operations in our nation's busiest basins. Pilot Company supports a growing portfolio of brands with expertise in supply chain and retail operations, logistics and transportation, technology and digital innovation, construction, maintenance, human resources, finance, sales and marketing.

Founded in 1958, we are proud to be family owned and consider our team members to be part of the family. Our founding values, people-first culture and commitment to giving back remains true to us today. Whether we are serving guests, a fellow team member, or a trucking company, we are dedicated fueling people and keeping North America moving.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

Pilot Flying J is part of the Pilot Company family of brands that keeps North America's drivers moving, including E-Z Trip, Mr. Fuel, One9 Fuel Stop, Pride, StaMart and Xpress Fuel.


Job Description

The purpose of this job is to use in-depth, specialized technical & business knowledge/experience to support the day-to-day functions of a Level 2 information technology (IT) support team and to increase the effectiveness and efficiency of the incident and problem management process.

  1. Provide essential advanced technical support across multiple platforms for business departments and end users; perform ticket analysis to review trends and proactively detect problems.
  2. Manage service interruptions and failures by resolving incidents, communicating, prioritizing, analyzing and documenting troubleshooting steps and end results; escalate and route issues to appropriate teams as needed.
  3. Collaborate with the rest of the Level 2 team to create solutions and automation for ongoing improvements to increase the effectiveness and efficiency of the incident and problem management process.
  4. Communicate and collaborate with IT partners to coordinate release and resolution efforts across support team(s).
  5. Adhere to service level agreements (SLAs) with internal business partners and third parties.
  6. Provide and maintain support documentation for knowledgebase updates to be used by Level 1 and Level 2 teams.
  7. Assist with monitoring events (e.g., warnings and exceptions) and identify routine activities and resolutions that can be automated to improve system efficiencies.
  8. Improve team productivity and effectiveness through collaboration and knowledge sharing with other support team members
  9. Serve as a subject matter expert and maintain own knowledge of current industry trends and developing technologies.
  10. Model behaviors that support the company’s common purpose; ensure guests and team members are supported at the highest level.
  11. Ensure all activities are in compliance with rules, regulations, policies, and procedures.
  12. Complete other duties as assigned.
  • Bachelor’s degree or associate degree required; field of study in business or technology required
  • 3-5 years’ experience Commodities Trading business required
  • 3-5 years’ ETRM systems experience required
  • ETRM system experience required (Openlink RightAngle preferred)
  • Working knowledge of SQL
  • Working knowledge of Microsoft .NET
  • Working knowledge of PowerBuilder
  • Cloud-based Platforms
  • Windows operating systems
  • Microsoft Office 365
  • SLA Management
  • Ability to work with a sense of urgency in a fast-paced environment and manage multiple responsiblities simultaneously
  • Excellent problem solving skills in order to diagnose, evaluate and resolve complex problem situations
  • Excellent analytical skills to quickly identify complex cause and effect situations
  • Ability to make decisions independently to determine the appropriate course of action for issues with applications, processes, data, and reports
Additional Information
  • Travel required less than 5%
  • 100% on-site
  • Will require some work outside of core hours
  • On-call rotation schedule
  • General office work requiring sitting or standing for long periods of time
  • Nation-wide Medical Plan/Dental/VisionEmployee
  • 401(k)
  • Flexible Spending Accounts
  • Adoption AssistanceTuition Reimbursement
  • Weekly Pay
  • Team Member Fuel Discount
  • All your information will be kept confidential according to EEO guidelines

Application Instructions

Please click on the link below to apply for this position. A new window will open and direct you to apply at our corporate careers page. We look forward to hearing from you!

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