Job Overview
This role requires working Pacific Standard Time (PST) hours.
About the roleYou will work closely with stakeholders in our technology sourcing business to analyze incidents, document them, and collaborate with development teams to provide mitigations and resolutions. In this role, you will support a variety of diverse, home-grown applications and platforms, including our web shop.
The successful candidate will, above all else, be enthusiastic and a team player. You should possess strong interpersonal skills and be able to operate effectively under pressure when required. While you may not have prior experience across the entire application landscape you will be supporting, the ability to quickly absorb new information, learn, and grow into the role will be essential.
What you’ll be doingProvide Line Support in a challenging business environment.Effectively prioritize incidents in accordance with defined SLA’s. Take ownership of incidents by conducting detailed analysis and seeing them through to a successful conclusion where possible.Liaise with stakeholders, developers & other Incident Resolver teams.Proactively monitor supported applications, whilst also reporting and resolving any issues.Document any new resolutions/information – sharing with team members by updating an already extensive library of knowledge articles.
What you have Bachelor’s degree in Business, Information Technology or related field, or equivalent experienceAble to recreate, clearly articulate and document problems to internal development teams, as well as offshore partnersExcellent analytical, and creative problem-solving skillsStrategic thinking and tactical execution skillsGood knowledge of the IT industry and an understanding of IT technologies and productsExcellent written and verbal communication skillsComfortable communicating with colleagues in different countries where English is not the first spoken languageGood self-organization and time management skillsAbility to prioritize and handle multiple requests simultaneouslyCan build trust, be assertive when required and shows initiative and enthusiasmResilience, and able to deal with stressful situationsBusiness and financial acumen with strong analytical skillsDemonstrate an understanding of product supply chainsCommercially astuteTeam-oriented working and thinkingLegally eligible to work in the United States
Bonus pointsProven technical experience in a help desk environmentKnowledge of SQL & basic script writing for data analysisFamiliarity of Oracle and Microsoft SQL databasesPrevious experience using ITSM RemedyBackground in applications development (developer experience)
Job Detail
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