Associate Technology Operations Technician

Bridgepointe Technologies•Media, PA

44d•Onsite

About The Position

The Associate Technology Operations Technician is part of a team responsible for the ongoing support of all associate technologies, both store and corporate, business applications, including cloud-based solutions, and both package and custom solutions. The Associate Systems Operations Technologist serves as technical support SME for associate-facing applications, hardware, and technology solutions. Work closely with other IT staff (project managers, business analysts, software developers, IT infrastructure, Engineering and operations team members), Contact Center, and third-party vendors, as applicable.

Requirements

Ability to work well individually as well as in a team environment
Excellent oral and written communication skills
Excellent customer service skills
Ability to work with little or no supervision
Ability to work on-prem Monday-Friday
Detail oriented and strong organizational, time and stress management skills
Strong analytical and problem-solving skills
Ability to handle multiple applications
Excellent interpersonal skills
Self-starter with demonstrated ability to make decisions
Ability to be on-call 24/7/365 when required
Proven ability to learn quickly and independently train themselves on existing and new technologies and technology platforms
Bachelor’s degree in Information Technology or a technical discipline preferred (e.g., engineering), or technical certifications, or related experience
3+ years of related work experience
Basic database knowledge (e.g., SQL querying)
Experience with Microsoft Windows OS
Experience with MS Office, O365, and video conferencing

Responsibilities

Serve as technical support SME for all associate-facing technologies.
Execute, refine, and champion service delivery and operating procedures; identify areas of improvement to streamline support and enhance FCR.
Document, publish, and review knowledge articles to account for all support activities ensuring all team members can understand and resolve (or triage) all issues.
Provide excellent customer service to the team’s customers.
Maintain, upgrade, deploy and install applications and/or application changes in compliance with software development life cycle procedures.
Responsible for the day-to-day maintenance of the assigned applications to include providing tier 1 and tier 2 application support for systems of responsibility: log and track issues to resolution; perform analysis of issues to either resolve or escalate; identify workarounds where necessary, communicate & coordinate with vendor support teams and internal IT staff.
Participate in planning, implementation and testing of package software upgrades and configurations of available package software features and functions.
Organize and prioritize tasks per an established timeline and follow-up to ensure appropriate completion.
Analyze all supported systems; determine performance & health metrics, maintain those levels, and make recommendations to enhance system operations and validate systems are future-use ready
Provide knowledge transfer within the team, share best practices with team members to enhance the quality and efficiency of customer support and contribute to the knowledge base.
Partner with other IT teams on issue resolution and business updates as needed.
Identify and recommend improvement of applications support processes.
Utilize analytical and problem-solving skills to investigate, document, and resolve application issues in a timely and courteous manner.
Complete root cause analysis and lessons learned activities as required.
Ensure all production changes are made in accordance with lifecycle methodology and risk guidelines.
Assist team with New Hire onboarding; system deployment, accesses, etc. Ensure Day 1 is seamless from a technology standpoint