IT Product Support Analyst

Your Job

If you are a problem-solver who thrives on challenges and is passionate about being part of a dedicated support team, join Flint Hills Resources as an IT Product Support Analyst.

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

As a passionate member of our support team, you will have the opportunity to make a significant impact by contributing to the continuous transformation of our support services and ensuring the success of our technological initiatives.

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


* Proactively identify, troubleshoot, and resolve complex technical issues, becoming a trusted ally to our customers and a problem-solver who thrives on challenges


* Be the escalation point to other analysts on the team to troubleshoot complex issues or brainstorm ideas to resolve complex issues


* Engage in collaborative discussions across FHR IT teams, leveraging your critical thinking and technical expertise, to drive permanent solutions and continuous improvement to monitoring, alerts and logging, aiming for 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 alerting is in place to detect and alert anomalies that can impact business SLAs


* Leverage, improve and support AI agents and workflows to analyze and solve complex business challenges, maintain and refine troubleshooting and user-facing knowledge bases, and improve support experience.


* Continuously seek ways to improve customer experience, work execution efficiency and application and data reliability, 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 troubleshooting applications with complex integrations (event-based, APIs)


* Experience in SQL and basic coding capabilities (PowerShell, Python or similar)


* Experience troubleshooting and creating a logical workflow of an undocumented process after solving complex issues


* Experience leveraging emerging AI technologies or building AI agents or workflows that automate and improve processes


* Experience partnering effectively with IT and Business stakeholders with the ability to articulate...