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IT Service Delivery Specialist
3 months ago
Who we are
Imagine working in a place where continuous improvement and innovation is celebrated and rewarded; where fast-paced, high-impact teams come together to positively drive results for one of the largest & most iconic brands in the world.
As the only rapidly growing retailer, you may know us as your friendly neighborhood store. You probably know our familiar name, have seen our pervasive logo, and have tried our highly sought-after products, such as Slurpee and Big Bite. "Brain Freeze" is a 7-Eleven registered trademark for our 53-year old Slurpee and with over 77,000 stores globally (more than any other retailer or food service provider), we sell over 14 million a month.
But there's a lot more to our story and much more left to be written. We are transforming our business, ensuring we are customer obsessed and digitally enabled to seamlessly link our brick and mortar stores with digital products and services.
At 7-Eleven the entrepreneurial spirit is in our DNA and has been ever since our inception 90+ years ago. It's what drove us to invent the convenience industry in 1927 by envisioning how a simple ice dock could provide household staples such as milk and eggs to better serve the needs of our customers.
Today we are redefining convenience and the customer experience in big ways...we are fundamentally changing our culture and we want talented, innovative, customer obsessed, and entrepreneurial people like you to come make history with us.
How we lead
At 7-Eleven we are guided by our Leadership Principles.
- Be Customer Obsessed
- Be Courageous with Your Point of View
- Challenge the Status Quo
- Act Like an Entrepreneur
- Have an "It Can Be Done" Attitude
- Do the Right Thing
- Be Accountable
Each principle has a defined set of behaviors which help guide the 7-Eleven team to Serve Customers and Support Stores.
About This Opportunity
IT Service Delivery Analyst
Job Description Summary
This position requires a motivated individual working to review and analyze IT incidents and tech dispatches to ensure that necessary tech/part dispatches are created and monitors to ensure that ETAs are provided and follow-up with associated departments and vendor partners to ensure timely resolution of store IT issues.
The IT Service Delivery Analyst will be part of a 24/7/365 team ensuring that store IT issues are addressed are resolved within SLA (Service Level Agreement).
Duties
- Utilize ticketing system (ServiceNow) and remote tools to monitor store incidents to ensure that incidents are worked with the appropriate urgency and tech dispatches are placed
- Utilize ticketing system (ServiceNow) and other tools like PowerBI to review, analyze performance to ensure resolution to store technical issues are resolved in a timely and efficient manner
- Ensure that tech dispatches are placed correctly and received by the appropriate vendor
- Monitor tech dispatches through completion and ensure that any additional actions post tech dispatch are being undertaken through use of ServiceNow reporting and other tools like PowerBI
- Monitor service performance to identify areas for improvement and implement and suggest and implement changes
- Escalate procedural or action misses to the appropriate supervisory teams withing internal and external teams for correction/action
- Create and manage feedback loop for improvement with internal and external teams
- Become a subject matter expert in P1/P2 incidents requiring tech/part dispatch through review of the internal knowledge base and other materials
- Track and provide status of active P1/P2 dispatched incidents.
- Develop knowledge base for tech support (review of available materials and tech support call recordings)
- Complete other duties, including special projects, as assigned by Management
Education and Experience Requirements
- Proficiency with Microsoft products (Outlook, Word Excel)
- High School Diploma
- Bachelors Degree Preferred
- ITIL Certified Preferred
- Experience with ITSM tools (ServiceNow preferred)
- IT Technical Support experience (remote and hands-on)
