Support Analyst - IT Merchandising - Fresh Foods

Costco IT is responsible for the technical future of Costco Wholesale, the third largest retailer in the world with wholesale operations in fourteen countries. Despite our size and explosive international expansion, we continue to provide a family, employee centric atmosphere in which our employees thrive and succeed. As proof, Costco ranks Eighth in Forbes "World's Best Employers".

This is an environment unlike anything in the high-tech world and the secret of Costco's success is its culture. The value Costco puts on its employees is well documented in articles from a variety of publishers including Bloomberg and Forbes.

Our employees and our members come FIRST. Costco is well known for its generosity and community service and has won many awards for its philanthropy. The company joins with its employees to take an active role in volunteering by sponsoring many opportunities to help others.

Come join the Costco Wholesale IT family. Costco IT is a dynamic, fast-paced environment, working through exciting transformation efforts. We are building the next generation retail environment where you will be surrounded by dedicated and highly professional employees.

Support Analysts perform the daily tasks necessary to support Costco's development, test, quality assurance, and/or production environments. This includes issue resolution and root cause analysis, managing access, and fulfilling requests.

They are in regular communication with business and IT personnel. The Support Analyst may also develop, manage, update, document, analyze, and monitor technology systems, including software and hardware, networking, configuration management, data, quality assurance, third-party vendor application support, and general user support.

The Fresh Foods team in IT Merchandising is responsible for applications and systems that support the operation of Meat, Deli, Bakery, Food Court, and Produce departments at the Home Office and in all US and Canada warehouses. This team is responsible for developing operational standards, training, monitoring, and support for the non-production and production Fresh Foods systems.

The individual in this role will be responsible for monitoring, supporting, and maintaining the Dynamics 365 production ecosystem that supports all Fresh Foods departments. This position will focus on the health and operation of the environments, platforms, hardware infrastructure, and peripherals. Additionally, this Support Analyst will be responsible for ensuring security and compliance of the Fresh Foods solutions are in alignment with Costco policies, regulations, and industry frameworks. This is a highly collaborative team within Merchandising, as well as other areas of IT, to ensure minimal disruption to our members and our business teams.

This role will be an integral part of resolving incidents, improving system up time, documenting processes and procedures, creating/modifying CARTS+ knowledge articles, and reducing support costs. In addition to break fix and regular support, the Support Analyst will assist with root cause analysis and collaborate with project teams to provide ongoing support perspectives for new features as they are designed, developed, and released. Continual improvement, deductive reasoning, and critical thinking is crucial for this role.

If you want to be a part of one of the worldwide BEST companies "to work for", simply apply and let your career be reimagined.

ROLE

● Identifies and resolves problems, often anticipating issues before they occur or before they grow; develops and evaluates options and implements solutions.

● Manages incidents and tasks by identifying, tracking, and driving support, deployment, or system issues to a timely resolution.

● Documents, educates, adheres to, supports, and improves current processes.

● Supports the lifecycle of systems and the related components from development to retirement.

● Installs, facilitates, and/or performs quality assurance testing on supported systems.

● Develops, utilizes, and maintains tools and scripts to automate deployments, create reporting, and meet support needs.

● Leads or participates in project/stakeholder meetings as they relate to: defining and communicating deployment and support requirements, report requirements, and deliverables, analyzing and determining alternative delivery methods, and creating project timelines and cost estimates.

● Provides direction and/or guidance to customers, teams, and other support members regarding daily activities, project initiatives, deployment activities, and support issues.

● Conducts in-depth analysis to increase system performance, quality, and/or efficiency.

● Creates and maintains effective relationships with the business and information technology teams.

● Identifies opportunities for streamlining, increasing effectiveness through continuous process improvement.

● Creates and follows Costco's IT policies, processes, procedures, and/or regulatory standards.

● Supports Costco Fresh Foods Merchandising end users and systems.

● Provides solution support structure for applications and peripheral integration, including RF devices, tablets, printers, scales or other devices/systems.

This includes creation and maintenance of incident process flows, queues, on-call management, and knowledge base articles.

● Establishes and monitors key support metrics for the applications.

● Creates and maintains detailed, up-to-date support documentation in the enterprise repository.

● Ensures incidents that are not immediately resolved are appropriately escalated according to defined service level agreements (SLAs).

● Identifies and reports incident and problem trends and progress.

● Ensures timely, clear communication regarding high priority issues with the appropriate stakeholders.

● Works closely with the incident owner to ensure incident escalation processes are in-line with the overall incident management processes.

● Collaborates with appropriate business and IT stakeholders to determine root cause and problem identification and, when necessary, enhancement identification for future development work.

● Supports Fresh Foods releases for both pre- and post-release activities.

● Manages and tracks supplier performance; and leverages approved contractual terms for accountability.

● Coordinates with suppliers and/or other IT teams to create support tickets, and assists technicians on site as needed.

● Participates in sprint planning, daily stand up, and other Agile ceremonies.

● Develops and maintains partnerships with IT Service Desk and other IT teams, to ensure quality and timely service and support.

● Contributes to the development of department operational support standards.

● Utilizes web-based software to manage hardware and application performance, which may include proactive monitoring.

● Assists with training efforts related to the support and maintenance of Fresh Foods application and related IT equipment.

● Understands and adheres to the Costco Wholesale mission statement and code of ethics.

REQUIRED

● Minimum 3 years' experience providing the highest level of customer service in a large distributed IT environment.

● Experience with Costco's incident management, problem management, knowledge base and change management processes.

● Excellent customer service skills, both written and verbal, and superior telephone etiquette.

● Outstanding communication skills and ability to work effectively with all levels of the business and IT.

● Ability to coordinate, prioritize, and communicate status to stakeholders.

● Innovative, creative, and extremely responsive with a strong sense of urgency.

● Demonstrated strong organizational qualities in support of meeting tight deadlines.

● Responsible, conscientious, and possess a passion for excellence.

● Strong problem-solving skills; ability to remain calm and provide excellent customer service under stress and tight deadlines.

● Detail oriented with ability to analyze a situation for potential future problems.

● Self-motivated and able to work independently with little supervision.

● Work cooperatively with others, share ideas, and collaborate while putting team goals first.

● Scheduling flexibility to meet the needs of the business, including working evenings, nights, weekends, and holidays; able to provide 24X7 on-call support; willing and able to travel as needed.

Recommended

● Associates degree or equivalent certification(s) in computer-related field(s).

● Minimum 1 year experience with troubleshooting client hardware, including desktop PCs, laptops, wyse clients, printers, smartphones (Android and iPhone), tablets, printers or other related peripherals.

● Experience supporting and/or developing Azure based or other Cloud applications

● Experiences with CARTS, Enterprise Monitoring tools, IBM Instana, Azure monitoring, and telemetry tools or equivalent.

● Familiarity with Costco's core business environment related to merchandising, warehouse operations, and company philosophies.

Required Documents

● Cover Letter

● Resume

California applicants, please click here to review the Costco Applicant Privacy Notice.

Pay Ranges:

Level 1 - $33.65 - $40.87/hr

Level 2 - $38.46 - $48.08/hr

Level 3 - $45.67 - $55.29/hr

We offer a comprehensive package of benefits including paid time off, health benefits - medical/dental/vision/hearing aid/pharmacy/behavioral health/employee assistance, health care reimbursement account, dependent care assistance plan, short-term disability and long-term disability insurance, AD&D insurance, life insurance, 401(k), stock purchase plan to eligible employees.

Costco is committed to a diverse and inclusive workplace. Costco is an equal opportunity employer.

Qualified applicants will receive consideration for employment without regard of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to IT-Recruiting@costco.com

If hired, you will be required to provide proof of authorization to work in the United States. Applicants and employees for this position will not be sponsored for work authorization, including, but not limited to H1-B visas.