IT Product Support Analyst - Data Products

Your Job

If you are a problem-solver who thrives on challenges and is passionate about data, join Flint Hills Resources as anIT Product Support Analyst.

This role is pivotal in maintaining the seamless operation of technologies that are key for FHR's capabilities success.

By joining our team, you will play a key role in contributing to the continuous transformation of our support services.

FHR believes in investing in our employees' professional growth and development.

We are committed to providing a supportive and nurturing environment where you can thrive and advance in your career.

FHR offers exciting pathways for rapid advancement into technical and functional leadership roles, empowering you to lead and inspire others as you progress in your career journey.

This role is based inWichita, Kansas, with developmental opportunities and the possibility of occasional travel (5 to 10%) to our sites in Rosemount, Minnesota, and Corpus Christi, Texas.

What You Will Do


* Provide support to custom data products, being responsible for responding, troubleshooting, and resolving issues detected by monitoring systems or reported by users


* Be the escalation point to other analysts in the team to troubleshoot complex issues or brainstorming ideas to resolve complex issues


* Engage collaborative discussions across FHR IT teams, leveraging your critical thinking and technical expertise, to drive permanent solutions and continuous improvement to monitoring, alerts and loggings, aiming issue prevention where feasible or proactive detection for faster resolution


* Be connected to expected SLAs, responding and resolving critical issues on time, and working with IT teams to ensure monitoring and alerts are in place to detect and alert anomalies that can impact business SLAs


* Maintain and refine documentation in partnership with the product team, ensuring clarity and effectiveness for both support personnel and users


* Seeking ways to enhance customer's experience and how work is done, applying forward-thinking service improvements


* Be part of the team's on-call rotation (1 weekday every 2 weeks, 1 weekend every 8 weeks)

Who You Are (Basic Qualifications)


* Experience supporting and troubleshooting custom applications


* Experience writing SQL queries


* Experience effectively communicating and problem-solving with customers and other IT teams


* Ability to interpret and understand non-linear data structure (graph) and feature files

What Will Put You Ahead


* Experience with Neo4J Graph Databases, including the ability to read and understand graph data models and identify data sources


* Experience supporting and troubleshooting event-based and API integrations


* Experience with Cypher queries, including the ability to read/change queries to navigate data errors


* Experience with AWS Technologies (Lambda, S3, Cloudwatch, AWS X-Ray)


* Experience with scheduling and monitoring tools ...