Job Description

ABOUT THE POSITION

The Digital Support Analyst II provides technical support to users. Responds to requests and incidents, conducts operational monitoring and maintenance, and provides documentation and training to ensure users can optimally utilize their hardware and software.

HOW YOU’LL MAKE A DIFFERENCE

• Handles incoming calls in a timely and professional way. Tracks all calls via service desk software. Performs ticket assignment and escalation as required. Performs daily follow-up on open calls that do not show activity. Provides general first-level support. Analyzes problems or issues as they are reported. Provides direct assistance with technical support and other CDT groups as required on problem determination, solution implementation, and thorough documentation of progress and results.

• Maintains and executes tasks with a working knowledge of processes and procedures for regulatory controls. Manages production jobs.

• Acts in a contributor role to help identify and implement policy, standards, or procedural enhancements. Analyzes procedures and assists in determining most effective use of computer and human resources.

• Serves as an escalation point and provides 24/7 technical support with limited guidance. Collaborates with internal support teams on incident resolution. Maintains positive open lines of communication with all management, staff, and other departments in order to contribute to the smooth flow of information and efficient operation of the organization.

• Maintains accurate documentation of requests and detailed job tracking. Creates and maintains procedure manuals for operational functions, run books, and procedures including daily processes, month-end processing, and special requests.

• Assists in developing and executing test scenarios for new or modified systems or processes. Designs and develops training and training schedules and conducts employee training sessions that provide general awareness and specific knowledge needed to understand and fully utilize systems.

• May provide mentoring and direction to staff.

• Performs other duties as assigned.

YOU ARE

• Relevant professional certification in the field of IT preferred.

• Demonstrated knowledge of data processing and general business principles Familiarity with Distribution Center processes and operations

YOU HAVE

• Bachelor’s degree, applicable certification or equivalent experience.

• Typically requires 2-4 years of professional experience, and general proficiency with tools, systems, and procedures required to accomplish the job.

• Working knowledge of MAC computer support

• Working knowledge of ITIL framework and experience working within a support environment utilizing Incident, Change and Problem Management

• Demonstrated knowledge of data processing and general business principles Familiarity with Distribution Center processes and operations

• Familiarity with Distribution Center systems including WM, SAP, TMS, Sure post, etc. Understand basic operations

#LI-SA1

#Hybrid

This job description is not meant to be an all-inclusive list of duties and responsibilities, but constitutes a general definition of the position's scope and function in the company.