Support Analyst

2 weeks ago

Issaquah, United States Costco Full time

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 IT Membership and Marketing team is about to launch the new Global Membership system. We are hiring an individual interested in focusing on hyper care and continued support of this new global product. We are looking for an internal candidate that has a background in Membership/Marketing but also a desire to work in IT. In this position the candidate will learn the fundamentals of the application providing them the skills necessary to support the application long term.

*Pay based on experience.

Job Duties/Essential Functions

• 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.

• Performs regular member data maintenance or data cleanup of new and legacy membership platforms.

• Provides quality customer service and support to end-users, IT Service Desk, and other support teams via phone, email, in person, documentation, and/or training and education.

• Ensures a high-level of responsiveness by evaluating and appropriately responding to customer reported problems to determine the affected business service, and identify who needs to be involved for problem resolution.

• Tracks and informs customers of the incident status of their requests throughout the process and promptly resolves issues.

• Monitors alerts and events reported by systems and executes established recovery procedures.

• Creates and maintains business process and technical documentation as well as reviews, updates, and creates knowledge base articles for the Service Desk and internal team.

• Prepares Ad Hoc reports as requested by IT teams and/or business areas.

• Performs regular system data maintenance tasks as assigned.

• Assists in working with cross-functional members of business teams on tasks as required.

• Manages and maintains the team's incident queue and ensures incidents are resolved within defined Service Level Agreements.

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

• Assesses progress on tasks and reports status on a continual basis to stakeholders and IT team members.

• Identifies and ensures tasks/issues are mitigated, resolved, and/or completed to stakeholder satisfaction.

• Meets or exceeds performance metrics related to productivity and quality.

• Adheres to security management practices, as well as promotes established security standards.

• Understands and adheres to the Costco Wholesale Mission Statement and Code of Ethics.

• Regular and reliable workplace attendance at your assigned location.

Ability to operate vehicles, equipment or machinery

• Computer, phone, printer, copier, fax

Non-Essential Functions

• Assists in other areas of the department as necessary.

• Assists in other areas of the company as necessary.

Ability to operate vehicles, equipment or machinery

• Same as Essential Functions

Experience, Skills, Education & Licenses/Certifications
Required:

• In-depth Costco Membership or Marketing knowledge along with Credit Card business processes.

• Strong verbal and written communication skills with the ability to work effectively with all levels of the business and IT.

• Technical aptitude and a passion for learning about new emerging technologies.

• Detail-oriented and possess strong problem-solving skills, with the ability to analyze a situation for potential future problems.

• Positive attitude, and excellent interpersonal and diplomatic skills.

• Proficient in the use of Google products, email, spreadsheets, documents, and presentations.

• Demonstrated strong organizational, planning, and time management skills with the ability to multitask and prioritize to meet tight deadlines.

• Proven ability to successfully balance workload on multiple high-priority tasks.

• Strong sense of urgency, self-starter with the ability to work independently or with little supervision.

• Ability to partner with business, suppliers, and other IT groups for piloting solutions in an operations environment.

• Team player - and works cooperatively with others, sharing ideas, collaborating and putting team goals first.

• Excellent customer service skills and superior telephone etiquette.

• Experience and willingness to teach, mentor, and learn.

• Scheduling flexibility to meet the needs of the business, including extended work days, nights, weekends, and travel as needed.
Recommended:

• College degree or education in IT related field.

• Working knowledge of ServiceNow (CARTS ).

• Knowledgeable about incident management and resolution.

• Proficient in Google Workspace applications, including Sheets, Docs, Slides, and Gmail.

• Successful internal candidates will have spent one year or more on their current team.

Other Conditions

• Management will review the Job Analysis for this position prior to a job offer.

Required Documents

• Cover Letter

• Resume

• Last two performance reviews

• Attendance records for current year (Do not include absences covered by paid sick/personal time, FMLA or other protected absences.)

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

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