Technology Operations Specialist

C.H Robinson is seeking a Technology Operations Specialist who will be a part of the Enterprise Command Center (ECC) team. The ECC team is responsible for monitoring the health of our applications and infrastructure components and to provide service restoration activities to ensure maximum availability to Technology services. As a Technology Operations Specialist you will either be reviewing dashboards and events to monitor and analyze the performance of Technology systems and applications or managing tools that detect and sometimes correct system and application issues. When identifying potential issues, they may work with teams to recommend resolutions or even perform as the High Priority Incident Manager. This person must have excellent skills at diagnosing and troubleshooting complex technical issues both correctly and quickly.

C.H. Robinson is a 24/7 Support team supporting a global environment. Specialists will be required to work overnight and weekends as part of a rotating schedule.

Duties & Responsibilities:

The duties and responsibilities of this position consists of, but are not limited to, the following:

• Monitor infrastructure systems and applications, including 24x7x365 operations

• Respond to situations that arise via monitoring events and take appropriate action (identify priority and initiate escalations as needed)

• Provide solutions to problems in situations that are atypical or occur infrequently based on existing precedents or procedures

• Review enterprise monitoring dashboards to look for outliers or anomalies that could be early indicators of issues

• Identify outliers or anomalies from enterprise monitoring dashboards that are early indicators of issues within our environment

• Develop and maintain current, easy-to-understand documentation for an advanced technical audience

• Work with stakeholders to build out documentation related to events and processes

• Handle moderately complex issues and problems and refers more complex issues to higher-level staff

• Identify incident priority, initiate escalations, and assist peers in the process as needed

• Initiate and drive incident/problem records and associated tasks for root cause investigation

• Identify opportunities to leverage efficiency improvements or automation within team

• Develop and deploy moderately complex value-added services such as fault problem prevention, performance benchmarking, and troubleshooting expertise

• Foster strong working relationships with other members of ECC, TECC, Service Desk, Infrastructure and Application Development

• May facilitate the Major Incident process engaging appropriate teams instantly to restore service and communicate the Major Incident status

• Identify adjustments to the Major Incident process based on experience and anticipated future needs as well as QA and validate any planned changes to the process

• Maintain a full range of understanding of CHR Technology infrastructure and applications

• Mentor more junior level team members

• Participate in Change Review Board as needed

• Other duties or responsibilities as assigned according to the team and/or country specific requirements

Required Qualifications:

• Associate's degree in a technical field or minimum 2 years of equivalent work experience and high school diploma/GED

• Minimum 4 years of relevant Technology experience

• Minimum 1 years of Technology operations experience

• Understanding of high priority or major incident facilitation within a global Technology services organization

• Ability to work a flexible schedule when needed (some overnight and weekend on-call work is required as part of a global 24/5 Team)

Preferred Qualifications:

• Bachelor's degree from an accredited College or University

• Incident Management Experience

• Knowledge of CH Robinson Applications and Systems & CHR Technology operational practices

• APM experience

• V3 ITIL Foundations Certification or higher

• Effective and flexible communication skills

• Excellent problem-solving skills

• Demonstrated success at multi-tasking in a complex technical environment

• A "can do" attitude and works well in a team environment

• Ability to document clear/precise instructions for procedures or processes

• Ability and willingness to learn new technologies with general management direction

• Ability to lead without authority

• Inquisitive, attention to detail, analytical

• Ability to correlate events

• Willing to move quickly and decisively to identify/resolve an incident

• Should be a self-starter works with a minimal of supervision, with oversight focused only on complex new assignments

• Values a diverse and inclusive work environment

Questioning if you meet the mark? Studies have shown that women, people of color, and individuals with disabilities may be less likely to apply unless they match the job description exactly. Here at C.H. Robinson, we're building a diverse and inclusive workplace where all employees feel they belong. If this position excites you, we welcome you to apply whether you check all the preferred qualifications or just a few. You may just be our next great fit!

Equal Opportunity and Affirmative Action Employer

C.H. Robinson is proud to be an Equal Opportunity and Affirmative Action employer. We believe in equality for all and celebrate the diversity of our employees, customers and communities. We believe this increases creativity and innovation, drives business growth and enables engaged and thriving teams. We're committed to providing an inclusive environment, free from harassment and discrimination, where all employees feel welcomed, valued and respected.

Affirmative Action Employer/EOE/M/F/Disabled/Veteran

Benefits

Your Health, Wealth and Self

Your total wellbeing is the foundation of our business, and our benefits support your financial, family and personal goals. We provide the top-tier benefits that matter to you most, including:

• Two medical plans (including a High Deductible Health Plan)

• Prescription drug coverage

• Enhanced Fertility benefits

• Flexible Spending Accounts

• Health Savings Account (including employer contribution)

• Dental and Vision

• Basic and Supplemental Life Insurance

• Short-Term and Long-Term Disability

• Paid and floating holidays

• Paid time off (PTO)

• Paid parental leave

• Paid time off to volunteer in your community

• Charitable Giving Match Program

• 401(k) with 6% company matching

• Employee Stock Purchase Plan

• Plus a broad range of career development, networking, and team-building opportunities

Dig in to our full list of benefits on OUR CULTURE page.