What you'll do...
Obtains knowledge about the business and their team responsibilities by observing and interacting with teammates and asking them questions; and attending training classes.
Responds to system and production interruptions and delays by validating reported customer and system issues; assigning incoming requests to team members; escalating requests to other teams as required; following documented processes; troubleshooting issues using all 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 the development and implementation of business process improvements by documenting and maintaining current processes and procedures; identifying trends in incoming requests to determine needed changes; reviewing and analyzing current processes and procedures; making recommendations on process improvements; and providing training sessions and individual on-the-job training and sharing best practices with team members.
Processes incoming Customer requests received through various communications (for example, phone calls, email, system software, walk-ups) by correctly determining the needs of the Customer; utilizing department-specific terminology in order to direct requests correctly; escalating or resolving critical requests; and routing the Customer to the appropriate individual or department when necessary.
Ensures tasks are completed accurately and within guidelines by following appropriate documentation procedures; notifying management of discrepancies found between documentation and proper procedures; facilitating the resolution of discrepancies within the documentation; and working with the Knowledge Management team to create system documentation.
Troubleshoots and resolves complex issues by gathering needed information; formulating an action plan; performing actions as designated in the plan; interpreting the results to determine further action; utilizing online documentation, personal experience, and knowledge; and engaging support teams as needed to assist in the resolution of issues.
Assists in project implementation by collaborating with management to assist in the development of project plans; participating in testing programs; 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. Completes work assignments and priorities by using policies, data, and resources; collaborating with managers, co-workers, customers, and other business partners; identifying priorities, deadlines, and expectations; carrying out tasks; communicating progress and information; determining and recommending ways to address improvement opportunities; and adapting to and learning from change, difficulties, and feedback. Complies with company policies, procedures, and standards of ethics and integrity by implementing related action plans; using the Open Door Policy; and applying these in executing business processes and practices.
The above information has been designed to indicate the general nature and level of work performed in the role. It is not designed to contain or be interpreted as a comprehensive inventory of all duties, responsibilities and qualifications required of employees assigned to this job. The full Job Description can be made available as part of the hiring process.
Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
As permitted by applicable law, provide evidence of full vaccination as defined by CDC guidelines OR secure approval of medical or religious accommodation for the vaccination mandate.
Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.
805 SE MOBERLY LN, BENTONVILLE, AR 72712, United States of America
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