- 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.
- 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.
- 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.
- 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
- 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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Technology Operations Analyst I
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Genesco Nashville, United States· 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 ImpactPerform tier II support for all TOC functions ...
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Technology Operations Analyst I
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Genesco Nashville, United StatesThe 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 functio ...
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Amazon Inc Nashville, United StatesAt Amazon, we're working to be the most Customer-centric company on earth. One customer experience that were constantly looking to take to a new level is how to coordinate the delivery of their orders. Our goal is to exceed the expectations of all ou Business Analyst, Business, A ...
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Technology Operations Analyst I - Nashville, United States - Genesco
Description
The Ideal CandidateResponsible 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
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