End-User Administrator IV - IVR Tools

Ahold Delhaize•Pleasant Hill, CA

2d•$92,640 - $159,720•Hybrid

About The Position

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which includes five leading omnichannel grocery brands – Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Our associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more. The End-User Administrator IV has a demonstrated track record of providing expertise and leadership in the design, configuration, and management of all corporate, distribution center and retail digital media devices and associated supporting services. They are expected to work in a fast-paced and challenging environment leveraging forward-thinking technical engineering expertise in the media device and services area of the enterprise. The End-User Administrator IV is responsible for projects from inception to completion including all project artifacts, executive status reports, and supervision of less experienced contributors. This role works on problems of diverse scope where analysis of data requires evaluation of identifiable factors, deep understanding of the business strategy, operations, markets and key stakeholders. Our flexible/hybrid work schedule includes 3 in-person days at one of our core locations and 2 remote days. Our core office locations include Salisbury, NC; Chicago, IL; Mauldin, SC; Scarborough, ME; Carlisle, PA, and Quincy, MA. Applicants must be currently authorized to work in the United States on a full-time basis.

Requirements

Bachelors Degree in Computer Science, CIS or related (or equivalent related work experience)
5 or more years of equivalent experience in relevant job or field of technology
Experience in an advanced role or technical capacity.
Experience, directly or indirectly, guiding, mentoring or training members in relevant technologies, capabilities or skills
Applicants must be currently authorized to work in the United States on a full-time basis.

Nice To Haves

Masters Degree in relevant field of study
Additional trainings or certifications in relevant field of study
Experience in Agile teams and or Product/Platform based operating model.
Experience in retail or grocery.
Experience in leading teams.
IVR Tools (Genesys, SalesForce, MS Teams - Telephony, etc.)

Responsibilities

Provide subject matter expertise in the analysis, design and preparation of technology solutions to meet business needs
Recommends components for solutions that will work well together across business domains, partner with domain architect or act as the domain architect to ensure adherence to the architectural roadmap
Accountable for projects/applications/infrastructure meeting business needs are delivered in a timely, cost-effective manner considering all budget aspects including total cost of ownership.
Manage service request prioritization in coordination with the Support Center.
Drive improvements in Contact Center management processes and resolve associated issues.
Ensures project artifacts are developed as required, this includes working with support organizations and suppliers to ensure proper documentation is created and stored in the procedure’s manual or document repository.
Facilitates/completes the creation of communication plans, ensuring that appropriate information is exchanged among key stakeholders.
Develops complete and robust test plans, cases, and scripts, ensures defects are properly resolved and user acceptance is obtained.
Ensures the test scripts and defects are entered and tracked in our department tools.
Acts as communication point keeping the supplier and business partners informed of infrastructure changes, application changes, data changes or upcoming implementations and ensures business specific impacts are addressed.
Ensures integration and consideration of assigned business areas against critical business processing, freeze periods, schedule changes, weather events and significant refresh activities.
Thorough understanding of the business strategy, operations, markets, and key stakeholders.
Ensures integration and consideration of assigned business areas against critical business processing, freeze periods, schedule changes, weather events and significant refresh activities.
Thorough understanding of the business strategy, operations, markets, and key stakeholders.
Review business processes to understand the capability gaps and opportunities
Recommends Innovations and business processes /systems simplifications
Builds close relationships with the function heads and their teams.
Advise these teams on how technology can be used to match or outpace competitor performance.
Works as 3rd level support to help resolve issues within area of responsibility
Provides suggestions and leads specific initiatives for improving way of working in teams and in eliminating technical debt
Develops solutions of diverse scope and solve technical problems that impact multiple areas or disciplines.
Communicates with internal team members across multiple areas and client team members.
Acts as a project/team leader regarding solution design, process and/or approaches.
Acts as a subject matter expert on technology solution
Delivers high quality work in cross-functional team environments - often leading technical assessments and responsibilities, Often contributes and leads collaborative brainstorming sessions and technical delivery approaches and models self-led work drive and accountability - seen often as a technical leader and subject matter expert in the space and leads through team empowerment.
Ensure operational stability of a 24/7/365 grocery retail environment by providing technical support, system monitoring, and issue resolution which may be required during off-hours, weekends, and holidays as needed.