Operations Analyst 2 - Tech

  • Walmart
  • Bentonville, AR, United States
  • 08/13/2019

Job Description

Position Summary...

Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and building commitment for perspectives and rationales. Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities. Models compliance with company policies and procedures and supports company mission, values, and standards of ethics and integrity by incorporating these into the development and implementation of business plans; using the Open Door Policy; and demonstrating and assisting others with how to apply these in executing business processes and practices.

What you'll do...

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.

Determines the impact of changes made to existing mainframe hardware, software, and schedules by reviewing the changes; validating test plans and backout procedures; reviewing time requested and work-flow impact; reporting results back to the applicable teams; and attending daily infrastructure area meeting to follow up on outstanding issues.

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Minimum Qualifications: Bachelor of Science and 6 months operations analyst experience OR 2 years operations analyst experience

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Building, developing, and implementing quality programs/systems, Building system requirements, Change Management, Investigations, Managing challenging workforce issues, Process Development and Deployment, Supervising Associates

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