The purpose of this opportunity is to lead the day-to-day the functions of Level 2 information technology (IT) application and integration support and to increase the effectiveness and efficiency of the incident and problem management process.
Develop and maintain an effective, comprehensive service process that includes supporting policies, controls, metrics, procedures, and training for teams to address crisis management (e.g., service disruptions, outages)
Identify duties required to handle all aspects of a crisis response during any service disruption or outage affecting business departments and end users, and delegate duties to Level 2 team
Manage service interruptions and failures by recording, communicating, prioritizing, analyzing, and resolving incidents and problems; escalate and route issues to appropriate teams as needed
Provide essential advanced technical support across multiple platforms for business departments and end users; perform ticket analysis to review trends and proactively detect problems
Direct the Level 2 team and create solutions and automation for ongoing improvements to increase the effectiveness and efficiency of the incident and problem management process
Communicate and collaborate with IT partners to coordinate release and resolution efforts across the Level 1 and Level 2 teams
Establish, manage and adhere to service level agreements (SLAs) with internal business partners and third parties
Participate in oversight of third party vendors’ work to ensure vendors fulfill contractual commitments and statements of work
Provide and maintain support documentation for knowledgebase updates to be used by Level 1 and Level 2 teams
Assist with monitoring events (e.g., warnings and exceptions) and identify routine activities and resolutions that can be automated to improve system efficiencies
Coach and mentor support team members towards productivity and effectiveness
Serve as a subject matter expert and maintain own knowledge of current industry trends and developing technologies
Model behaviors that support the company’s common purpose; ensure guests and team members are supported at the highest level
Ensure all activities are in compliance with rules, regulations, policies, and procedures
Complete other duties as assigned
Qualifications
Bachelor's degree or equivalent experience preferably related to computer science and technology preferred.
Preferred three years’ experience with supporting retail systems and second level support in identifying and troubleshooting system issues.
Retail inventory experience is a valuable asset.
Windows
Microsoft Office
Microsoft .Net (Development Standards and Practices)
SQL (Practical use)
SLA Management
Vendor Management
Understanding of API integration layers is an asset
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
Ability to work in a fast-paced environment and manage multiple responsibilities simultaneously
Provide excellent customer service
Ability to work independently as well as a team environment
Ability to collaborate and build consensus within a team, fostering a positive atmosphere
Well organized with attention to detail
Additional Information
General office work requiring sitting or standing for long periods of time
Work flexible hours in system-critical situations
Provide on-call support after hours and on weekends
Candidate will be required to work in an office environment
Travel required less than 5%
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Information Technology and Analyst
Industries
Food and Beverage Services, Food and Beverage Retail, and Retail
Referrals increase your chances of interviewing at StaffSource by 2x