IT Principal Operations Engineer

Save A Lot•Saint Ann, MO

7d•$103,500 - $130,000•Onsite

About The Position

This role is responsible for providing subject matter and technical expertise on complex systems and software for assigned business area. Serves as point person for preventing, diagnosing, and resolving issues in areas of expertise. Supports and analyzes complex operations/technical systems and issues in various areas of the enterprise. Provides in-depth analysis and oversight around application system, system optimization and resource utilization to support optimal Operations Service delivery. Maintains service documents and executes performance objectives to ensure service level agreements are met or exceeded within Save A Lot’s Operations Services.

Requirements

Bachelor’s Degree in Computer Science, or a discipline related to assigned business area
3-5 years relevant work experience
Demonstrates effective Operations/Technical system and business function documentation skills
Ability to coordinate, organize and lead meetings and/or activities
Ability to manage the project and analysis work of multiple business systems analysts
Demonstrate advanced facilitation skills with the ability to drive toward common solutions
Ability to track project status and maintain substantive dialogue with many project managers, both within Operations/Technical Service and the business functional area (project management experience helpful)
Demonstrate advanced interviewing, listening, and observational skills used to identify and define business and technical needs
Demonstrate advanced mentoring, teaching, and peer guidance skills
Demonstrate expert analytical and conceptual skills used to evaluate information gathered from multiple sources, while reconciling discrepancies
Demonstrates ability to resolve highly complex problems, obtaining advice from key subject matter experts as needed
Demonstrates the ability to influence or persuade individuals and teams to create alignment and drive outcomes
Excellent written and verbal communication skills, strong customer focus and demonstrated ability to work in geographically dispersed teams
Knowledge of the assigned business area and clear comprehension of their business objectives, challenges, and ways to use technology to address them
Must have strong computer skills and be proficient in use of Microsoft Office applications

Nice To Haves

Preferred work experience in the basic foundations for project methodology, ITIL and/or other continuous improvement tools
Strong analytical skills with the ability to ensure adherence to concepts and theories for various projects
Working knowledge of enterprise-wide technology, equipment, and/or systems

Responsibilities

Acts as a subject matter expert for complex systems and/or software that ensure our business remains operational
Utilizes operations/technical expertise over complex systems and software to address questions, inquiries and concerns surrounding the change control environment, including escalated issues
Assists with the review of applications, systems or technical services to identify risks, optimize opportunities and makes recommendations to leadership based on findings
Establishes monitoring processes across system(s) to identify risks, trouble shoot problems, and builds or configures solutions
Creates data analysis reports, takes proactive steps to identify persistent problems, and makes recommendations to management as needed
Provides training and work direction for vendor staff augmentation resources
Investigates incidents to find common, repetitive issues and trends that require software fixes
Problem management/call reduction - analyzes metrics for call trends and working to help facilitate resolution to chronic issues
Gathers and analyzes data to develop solutions or alternative methods of proceeding
Works with Tier 4 or Vendor to package fixes; navigates the change process to implement solutions in Distribution Centers
Thoroughly investigates incidents escalated by lower level associates; solves, documents and trains other associates on the solution
Works with IT Delivery Managers on rollouts and store openings and closings
Ensures new projects and changes have proper support for transitions. Knowledge updates, access granted, and training provided (may provide direct training, create training materials or train the trainer)
Participate in expense/capital planning; annual, period, invoice processing
Daily work direction for team members in lower levels, input to performance appraisals
Provides training and work direction for vendor staff augmentation resources
Participate in large/complex scale Project Management activities
Advanced level of support for complex systems or areas (such as Service Now, SQL Database, Windows Server Admin, Unix Server Admin, Direct Route, Voice Console, Remote Desktop, LogMeIn, Warehouse Management Application)
Documents technical needs using advanced textual, and visual modeling deliverables designed to help Save A Lot meet its strategic objectives
Responsible for ongoing definition and support of service portfolios, catalog items, functionality and change schedules for each of the technical service application and infrastructure teams
Facilitates, presents and communicates with large complex groups of individuals representing significant diversity in interest and level of leadership to a common understanding of a solution
Owns and drives long term solutions to outages and system issues to streamline the technical services provided to the business
Identifies, evaluates, documents issues and risks, related to technical processes to TS and business unit management, developing and researching mitigation strategies in collaboration with business and TS team members
Demonstrates an advanced/expert practical understanding of assigned technical area, and their integrations with other systems & software, while analyzing retail industry trends and researching functional best practices to incorporate into company objectives
Innovates and defines new technical tools along with ways of using and driving usage of toolset
Manages and promotes continuous process improvement activities throughout the enterprise
Mentors and teaches relevant community on domains, requirements, tools and capabilities
Identifies, manages, and tracks business and technical needs objectives throughout the project’s lifecycle
Acts as an operations/technical subject matter expert in the resolution of outages or high priority incidents
Provides 24/7 on call support as relevant to the role