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Please review the job profile below and apply today!
Job Description Summary
*This position does not provide sponsorship, including OPT student visas*
This position is responsible for facilitating and improving communication, training, and knowledge between Service Center team and support and development teams for critical product lines within the business. Drives high priority incident management processes and participates in the Major Incident Management process by producing and sending communications to IT and business stakeholders. Identifies and promotes opportunities for automation, decreased toil, self-help to drive towards a zero-support model of service and improve satisfaction for all Meijer team members and customers. This role is expected to be on-site at Meijer Headquarters in Grand Rapids Monday, Tuesday and Wednesday each week and is required to live within the Meijer footprint
What You'll be Doing:
- Assesses customer requirements. Analyzes business events and data. Elevates information so possible solutions can be evaluated. Presents this information to IT management.
- Fosters and maintains good relationships with customers to ensure integration of processes to support expected customer service levels.
- Maintains ownership of escalated support issues to ensure timely resolution.
- Be accountable for/lead the process of Incident Management for High priority issues in the absence of Major Incident Manager.
- Participate in the process of Major Incident Management for Critical priority issues; craft and deliver communication to IT and business stakeholders and senior leadership.
- Maintain ownership of support issues to ensure timely resolution.
- Reports on, analyzes, and presents data to identify opportunities for automation, reduction of toil, and self-help.
- Participates in SAFe Agile ceremonies, reports out to Service Center team on new technology in development, and promotes features that will lead to improved efficiency of Service Center team. Understands Agile principles and systems thinking.
- Participates in SAFe Agile ceremonies for assigned Line of Business to define business value, provide necessary data, and promote features that will lead to improved efficiency of Service Center team.
- Attends weekly accountability meetings with support and development teams.
- Facilitates and executes continued training for Service Center team on new technologies in development to promote skill level and enhance customer satisfaction.
- Uses business and technical writing skills to work with L2 teams to write, review, approve, and publish major edits to Knowledge Articles.
- Engages all levels of IT and Service Management to develop and implement robust processes to ensure that a high quality of service is provided to customers including self-help and alternate contact channels.
- This job profile is not meant to be all inclusive of the responsibilities of this position; may perform other duties as assigned or required.
What You Bring with You (Qualifications):
- Bachelor's or equivalent experience.
- Prefer experience in computer systems or IT support.
- Prefer experience in project management.
- Experience in the retail industry or in a production/service environment like that of Meijer is preferred.
- Demonstrable evidence of influencing positive change within a help desk/ITSM environment.
- Thorough knowledge of help desk operations to include a good knowledge of IT best practices, industry trends and customer service.
- Thorough understanding of IT Service Management ticket process.
- Strong verbal and written communication skills, with an ability to express complex technical concepts in business terms.
- Knowledge of and/or experience with the Scaled Agile (SAFe) framework.
- Strong organization skills with ability to handle multiple projects/issues simultaneously.
- Strong analytical, problem-solving, and conceptual skills.
- Strong teamwork and interpersonal skills. Ability to communicate and persuade at all management levels, energize multidiscipline work teams to respond to business needs, and thrive in a cross-functional environment.
- Knowledge of the assigned business unit/area's direction and practices.
- Proficient skills and knowledge of facilitation, situational awareness, conflict resolution, relentless improvement, empowerment, and increasing transparency.
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Meijer
parental leave
Jan 29, 2025