Senior Business Systems Analyst

| Austin, TX
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The Major Incident/Problem Manager is an individual contributor position that will participate in the IT problem management and Major Incident processes at Whole Foods. This role will lead Correction of Error (COE) investigations for select major incidents as well as tiger team investigations that are spun up from trend analysis or end user escalations. He/She will also also participate in the major incident management process and on-call rotation. The ideal candidate will have strong written and verbal skills as the role will require a great deal of meeting facilitation with technical experts and crafting/publishing correction of error reports for leadership review. The candidate will also be naturally curious, interested in understanding how applications and systems work as a growing understanding of high level application/system functionality and dependencies will help drive success.

Responsibilities:

  • Facilitate root cause investigations with cross-functional teams
  • Crafting corrective action tasks (PTASKs) based on investigation findings
  • Crafting and publishing root cause analysis report for select major incidents and issues identified via trend analysis
  • Lead project teams
  • Own governance for corrective action tasks, including, but not limited to complex task lifecycle management, facilitating task review meetings, operational reporting, owning data capture standards for tasks, leadership overview reporting, etc.
  • Leading the Major Incident Process.
  • Serving on call for Major Incident coverage 1 out of every 3 weeks

Desired Work Experiences

  • Must have 2-3 years problem management experience
  • Experience performing root cause analysis
  • 2-3 years experience with the Major Incident Management process
  • 2-3 years experience leading project work
  • Familiar with ITIL and IT service management principles
  • Strong communication and collaboration skills
  • Knowledge of common problem management tools, such as 5 Whys and Fishbone Diagrams
  • Familiar with the problem management module of Remedy or ServiceNow a plus
  • Skilled with collaboration tools such as Outlook, Slack, Skype for Business, OneNote, etc.

At Whole Foods Market, we provide a fair and equal employment opportunity for all Team Members and candidates regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic. Whole Foods Market hires and promotes individuals solely based on qualifications for the position to be filled and business needs.

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