IT Systems Analyst (40610)

## Description

At Big Geyser Inc., we are New York's largest non-alcoholic, family-owned beverage distributor and the exclusive New York distributor for top-selling brands such as Bloom, C4, Celsius, Essentia, Hal's New York, Liquid Death, Poppi, and many more. Big Geyser is a leading force in the beverage and snack business. Join a collaborative, fast-growing team that promotes career development.

We offer competitive compensation and a comprehensive benefits package including Medical, Dental, Vision, FSA, 401(k) with generous match, Retirement Savings, Paid Vacation, Paid Sick Time, Paid Family Leave, and much more.

# **Position Overview**

Reporting to the Vice President of IT, the IT Systems Analyst is the technical right hand of the IT function and a true generalist — someone who has worked across helpdesk, desktop, and mobile support and can still solve problems hands-on at any level. The primary focus of the role, however, is our ERP: analyzing, tracking, and resolving the business processes that run through Vermont Information Processing (VIP), the route-accounting and direct-store-delivery platform Big Geyser runs on.

The strongest candidates treat a system issue as a business-process issue. They trace problems across order entry, EDI, warehouse fulfillment, routing, and AR/AP; translate between what the business needs and what the system does; and drive each issue to a confirmed resolution while communicating clearly with finance, operations, warehouse, and sales.

# **Key Responsibilities**

## **1. ERP (VIP) Business-Process Analysis & Resolution — Primary Focus**

• **Own the day-to-day VIP queue.** Own the intake, triage, and resolution of VIP ERP issues across finance, warehouse, route accounting, and sales — from first report through to a confirmed, closed fix.
• **Diagnose across layers.** Investigate and resolve order-processing errors, invoicing and pricing discrepancies, inventory and reconciliation variances, and reporting problems, identifying whether the root cause sits in data, configuration, or the underlying business process.
• **Manage the VIP relationship.** Serve as the primary liaison to VIP support: open and manage tickets, supply the detail VIP needs, track items through development, and follow up so nothing stalls.
• **Fix the process, not just the ticket.** Partner with department owners to redesign or tighten the process behind a recurring issue, not just clear the ticket in front of you.
• **Support upgrades and testing.** Coordinate VIP release upgrades and monthly mods: review what is changing, test against Big Geyser's workflows, and confirm nothing breaks.

## **2. EDI, Integrations & Cross-Functional Process Work**

• Resolve EDI transaction failures with VIP — rejected POs, ASN issues, acknowledgment (997) errors, and mapping problems — and coordinate with VIP, trading partners, and internal teams to restage documents and onboard new chain accounts.
• Support the platforms that feed and extend VIP (Retailer Portal / ecommerce, purchasing and forecasting, iDIG reporting, and the iOS field apps) and troubleshoot where data hands off between them and the ERP.
• Work with Finance, Operations, Warehouse, and Sales to translate business needs into practical, workable solutions.

## **3. Data, Reporting & Analytics**

• Support SQL-based reporting against the VIP data warehouse; generate, validate, and troubleshoot operational and financial reports and dashboards, including recurring reporting such as daily sales tracking.
• Work with SSRS and comparable BI/reporting tools; analyze operational data to improve distribution performance and reduce cost, and build views that give department leads actionable insight.

## **4. Technical Support, Ticketing & Vendor Coordination (Foundation)**

• Provide advanced, escalation-level troubleshooting across end-user devices, warehouse handhelds and mobile printers, and Microsoft 365 (Outlook, Teams, OneDrive, SharePoint).
• Manage the mobile fleet: device provisioning and MDM, carrier/account coordination, and controls on warehouse picker/checker devices; handle user and mailbox lifecycle, access control, email security, and eDiscovery / litigation-hold requests.
• Maintain structure in the IT service-desk platform — categories, workflows, and SLAs (Big Geyser uses ManageEngine ServiceDesk Plus) — and support IT projects such as implementations, site build-outs, and automation.
• Coordinate with VIP, EDI partners, carriers, logistics vendors, and the Managed Service Provider (MSP) on issues and infrastructure that impact distribution.

## **5. Leadership & Team**

• Serve as a trusted second-in-command to the VP of IT; help prioritize workload and manage competing demands in a small, high-output team.
• Provide guidance and mentorship to junior support staff, and document how things work so knowledge does not live in one head.

​​​​​​​**Benefits**

• Medical, Dental & Vision Insurance
• Flexible Spending Account (FSA)
• 401(k) with Generous Company Match
• Retirement Savings Plan
• Paid Vacation, Sick Time & Holidays
• Paid Family Leave / Parental Leave
• Life Insurance
• Employee Discount
• Referral Program

## Qualifications
# **Qualifications**

• **Experience.** 5–10 years in IT support, systems administration, or a similar role, ideally in a distribution, logistics, or warehouse environment.
• **ERP in beverage.** ERP system support in a beverage or food/beverage distribution environment is strongly preferred.
• **VIP a plus.** Direct experience with Vermont Information Processing (VIP) is a strong plus and nice to have but not required.
• **Warehouse systems a strong plus.** Experience supporting a Warehouse Management System (WMS) or warehouse-floor technology — RF/handheld scanners, mobile label printers, and inventory and order-processing flows — is a plus.
• **EDI a strong plus.** Working knowledge of EDI transactions, acknowledgments, and mapping is a strong plus.
• **SQL a strong plus.** SQL coding and SQL Server experience is a strong plus.
• **MDM a plus.** Mobile device management (MDM) experience is a plus.
• **ITSM familiarity.** Familiarity with ticketing / ITSM platforms (ManageEngine ServiceDesk Plus, Zendesk, Jira, or similar).
• **True generalist.** Genuine breadth across IT — helpdesk, desktop, and mobile/device support — with the ability to work hands-on at any level, plus solid Microsoft 365 and Windows endpoint administration.
• **Process knowledge.** Strong understanding of end-to-end business processes — order-to-cash, procure-to-pay, warehouse receiving/fulfillment, and financial workflows (AR/AP, invoicing).