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    Technology Operations Analyst I - Nashville, United States - Genesco

    Genesco
    Genesco Nashville, United States

    3 weeks ago

    Default job background
    Description
    The Ideal Candidate

    Responsible for high-level coordinating, monitoring, escalating, solving, and delivering technology-orchestrated activities/issues and resources in support of business initiatives.

    How You Will Make an Impact
    Perform tier II support for all TOC functions and route to appropriate entities when needed.
    Conducts real-time monitoring of system processing, ticketing/work intake queues, and alerting dashboards.
    Escalates unresolved issues to the Information Systems and Technology department and ensures resolution through collaborative efforts.

    Utilize ITSM tools to enter, report, triage, and work Technology requests/incidents promptly and ensure compliance with customer SLAs and organizational policies.

    Assist the team with updating and maintaining accurate knowledge base information and run-book automation/documentation.
    Perform other duties as assigned.

    Experience and Skills You'll Need to Have
    A bachelor's degree in computer science, Information Systems, or a related field; or equivalent relevant experience.
    4+ years' experience operating in an IT environment.
    Willingness to work a flexible schedule to include nights, weekends, rotating scheduled days, and holidays.
    Willingness to volunteer and collaborate on time-sensitive projects.
    Willingness to support in on-call after-hours escalation.
    Must be able to support Technology Operations remotely and onsite.
    Must be able to work a twelve-hour shift alone.
    Must be able to train new team members.

    Preferred Qualifications
    Previous IT experience.
    Experience with report distribution and processing scheduling operating applications.
    Experience with ticketing systems for tracking and managing issues/resolutions.
    Experience with AD account management.
    Experience with Smartsheet or a collaboration and work management application.
    Experience with IT automation.
    Strong understanding of the importance of timely issue escalation/resolution.

    Functional/Technical Competencies
    High knowledge of ITSM technology and peripherals.
    High-level assembly documentation skills to record actionable playbooks, training material, troubleshooting steps, and solutions for future reference.
    Demonstrated strong experience working with Microsoft Office products.
    Excellent written and verbal communication skills

    Behavioral Competencies

    Strong ability to respond quickly to problems, proven ability to create relationships with management and others to work effectively to problem solve and develop solutions to technical operational challenges.

    Strong ability to troubleshoot and resolve issues using critical thinking skills.
    Must be highly organized, efficient, detail-oriented, and able to work independently and as a member of a team.
    Must have strong initiative and be willing to learn new skill sets.
    Must have strong accountability and be coachable.
    Must possess excellent collaborative and interpersonal skills.

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