Assists in the development and implementation of business process improvements by researching and analyzing tickets and customer requests to identify trends in customer issues; identifying and determining needed process changes to resolve negative trends; documenting, reviewing, and analyzing current processes and procedures to determine needed changes; making recommendations on process improvements; implementing needed changes; providing training sessions and individual on-the-job training; and sharing best practices with team members.
Responds to system and production interruptions and delays by assigning incoming requests to team members; escalating requests to other teams as needed; validating reported customer and system issues; troubleshooting issues using appropriate commands; reviewing requests periodically to determine correct priority; ensuring escalated and assigned tickets and requests are completed; collaborating with second-level support groups; identifying opportunities for improvement to technical capabilities for second-level support groups; holding teams accountable for issue resolution; and ensuring agreed upon timelines are upheld and matters are resolved.
Assists in project implementation by collaborating with management to assist in the development of project plans; setting priorities for department (for example, evaluating whether to address escalations first or assist in Corporate Impacting incident); providing feedback regarding system improvements or solutions to prevent negative impact to the customer; communicating project status and implementation to team members; identifying areas of opportunity during implementation and reporting them to the development team; and supporting the development and implementation of training classes.
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.Customer Care, Distribution Center Management, Information Technology, Installing computer hardware or software, Investigations, Managing challenging workforce issues, Microsoft Office, Project Management, Retail Software Programs, SupportAssociates: Information TechnologyCCNA - Cisco Certified Network Administrator - Certification