Senior IT Service Center Analyst

4 weeks ago

Grand Rapids, United States Meijer Full time

As a family company, we serve people and communities. When you work at Meijer, you’re provided with career and community opportunities centered around leadership, personal growth and development. Consider joining our family – take care of your career and your community

 

Meijer Rewards

  • Weekly pay

  • Scheduling flexibility

  • Paid parental leave 

  • Paid education assistance

  • Team member discount

  • Development programs for advancement and career growth

 

Please review the job profile below and apply today

Job Description:
The IT Service Center is Meijer’s internal IT and operational support team. The Service Center is open 24/7/365 providing IT and operational support to all Meijer current and former team members, contractors, and vendors. IT Service Center Senior Analysts are leads for the IT Service Center. They act as points of contact in the IT Service Center when management is unavailable. They help to coach and train analysts in Service Center processes, act as a point of escalation for end user issues, interface with second and third level IT product support teams, and assist in miscellaneous project work for the department in addition to preforming IT Service Center analyst responsibilities.

This is a hybrid role. Meaning you must be in our Grand Rapids office location Monday - Wednesday with the option to work remotely Thursday - Sunday.

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What You’ll Be Doing:

  • Train and coach IT Service Center analysts on department processes, troubleshooting steps or interaction handling.
  • Act as points of contact for the IT Service Center in the absence of Leadership.
  • Be accountable for/engage Incident Management and Senior Management as needed.
  • Ensure issues reported by end users are handled according to process, providing guidance to IT Service Center analysts as needed.
  • Take over handling of issues reported by end users as needed to ensure timely resolution of the issue.
  • Determine the level of impact of end user reported issues to the business.
  • Assist in the handling of high or critical priority issues by engaging product support teams, communicating status of incoming interactions, helping to draft and send notifications communicating the status of the issue and any other gaps as needed.
  • Monitor all active high and critical priority incidents to ensure proper and timely handling, communication, and resolution.
  • Escalate incidents or end user reported issues to appropriate individuals based upon established guidelines and procedures.
  • Monitor and react to call volumes based upon forecasted staffing needs, skills, and daily attrition.
  • Assist with projects and reporting that enhance the quality or efficiency of the IT Service Center.
  • Provide accurate and creative solutions to user problems of moderate nature to ensure user productivity.
  • Research, resolve, and respond to questions or issues reported by end users in a timely manner, in accordance with standards.
  • Assist in the resolution of user and support issues among company sites to ensure timely distribution of knowledge and positive impact on user satisfaction.

What You'll Bring With You (Qualifications):

  • Bachelor’s or equivalent.
  • Excellent customer service, interpersonal and communication skills.
  • Strong oral and written communication skills (technical and non-technical).
  • Strong analytical and problem-solving skills.
  • Strong ability to manage multiple tasks in high-pressure situations.
  • Strong leadership and training skills for team members and coworkers
  • Adaptability and flexibility in dynamic situations
  • A proactive approach to identifying and addressing challenges.
  • Excellent organizational skills.
  • A commitment to continuous learning and professional development.
  • Ability to work collaboratively and independently as needed.
  • Ability to use customer service standards and follow guidelines, as well as to help others interpret policy.
  • Ability to maintain a high level of client trust and confidence in the group’s knowledge of and concern for clients’ needs.
  • Prefer experience in computer systems or IT support.
  • Understanding of multi-platform environments.
  • Thorough understanding of trouble ticket process.
  • Capable of involvement in multiple projects through all life-cycle phases, ensuring they are in accordance with established directions and standards.

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