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IT Service Operations Specialist

2 months ago

Irving, Texas, United States 7-Eleven Full time

Company Overview

At 7-Eleven, we are proud to be a leader in the convenience retail industry, known for our commitment to innovation and customer satisfaction. With a legacy of over 90 years, we continue to redefine convenience and enhance the customer experience.

Position Summary

The IT Service Delivery Specialist plays a crucial role in ensuring that IT incidents are efficiently managed and resolved. This position involves reviewing and analyzing technical issues, coordinating tech dispatches, and collaborating with various departments and vendor partners to guarantee timely solutions for store IT challenges.

Key Responsibilities

  • Monitor and manage store incidents using the ticketing system (ServiceNow) and remote tools, ensuring urgent issues are prioritized and tech dispatches are executed promptly.
  • Analyze performance metrics through tools like PowerBI to ensure swift resolution of technical problems affecting store operations.
  • Oversee the correct placement of tech dispatches and ensure they reach the appropriate vendors.
  • Track the progress of tech dispatches until completion, ensuring all necessary follow-up actions are taken.
  • Identify areas for service improvement and recommend actionable changes to enhance performance.
  • Escalate any procedural discrepancies to the relevant supervisory teams for immediate resolution.
  • Establish a feedback mechanism for continuous improvement with both internal and external teams.
  • Develop expertise in handling P1/P2 incidents requiring tech dispatch by reviewing internal resources and knowledge bases.
  • Maintain a record of the status of active P1/P2 dispatched incidents.
  • Create a comprehensive knowledge base for tech support by reviewing available materials and call recordings.
  • Perform additional duties and special projects as assigned by management.

Qualifications

  • Proficient in Microsoft Office Suite (Outlook, Word, Excel).
  • High School Diploma required; Bachelor's Degree preferred.
  • ITIL Certification is a plus.
  • Experience with IT Service Management tools, particularly ServiceNow.
  • Background in IT Technical Support, both remote and hands-on.