Supports Field Services operations and technical needs by researching and evaluating currently available monitoring and support tools. Assists in the development and maintenance of web pages specifically designed for monitoring and support team use. Continual assessments to determine if the solution is continuing to meet business needs.
Provides Customer service and addresses Customer issues by serving as a point of contact for Customers, both internal and external. for hardware and software used throughout the Company for Stores, Clubs, Distribution Centers, and Home Office; assessing the nature of the issue; identifying appropriate response teams; overseeing the progress of issue resolution to ensure the issue is resolved; verifying the solutions meet the Customer's needs; driving the team's development of long-term solutions; and researching issues to provide input to root cause analyses.
Ensures call center strategies and goals are implemented by regularly interacting with supervisors, managers, and directors regarding project status, priority setting, resource allocation; and escalating issues to development teams and leadership.
Assist in leading and managing War Rooms. Assist in driving Major Incidents to resolution and root cause.
Identifies opportunities for systems and process improvements and problem resolution by using tools (for example, issue tracking software (Service Now), call analysis, event management (SPLUNK, Graphana) to research trends and analyze data; maintaining familiarity with field services applications, systems, and hardware to provide support as needed. Working closely with the Applications Development and Infrastructure areas to provide training to Tier 2 support teams.
Ensures basic functions and deliverables of the department by providing tools for the management of team key performance indicators (KPIs) or objectives; and maintaining those by developing dashboards, quality process controls, and reporting metrics.
Provides administration and support of software tools used within the division and other departments globally by working with development areas and suppliers to improve software products; ensuring policies and standards of software structure, access, and setup are followed; reviewing changes from other teams to be implemented; and documenting issues.
Minimum Qualifications...Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Preferred Qualifications...Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
Analytics - Big Data, Business Analytics, Contract Management, Customer Care, Information Technology, Microsoft Office, Programming Languages