Senior Tech Analyst
Team Overview:
Supply Chain & Merchandising – Level 3 (SCM-L3) team is responsible for providing advanced technical research and production support for the Supply Chain & Merchandising portfolio of the Global IT organization of Whole Foods Market (WFM). These business-critical applications are used daily by all WFM Stores & Regions. Currently, the portfolio of applications supported by the SCM-L3 team number over 25+, both legacy & new, and built on various technology stacks from OO technologies & relational databases through newer Cloud infrastructure. The responsibilities of the team include advanced troubleshooting, service & data restoration, defects creation & management, data research, enhancing monitoring and alerting capabilities, continuous improvements to processes, and targeted performance enhancements to jobs for operationally critical applications.
Role Responsibilities:
The responsibilities of the Technical Analyst role are to keep the lights on for SC&M applications in production (30%), research, document, and create defects to correct root causes of incidents and alerts (40%), participate in and provide assistance on projects requiring Level 3 research and operational support (15%), and continuously improve upon existing design, processes, monitoring, and related tools for SC&M applications (15%).
Role Requirements:
The analyst is expected to:
- become proficient on the SC&M portfolio of applications in a short period of time through self-study, use of limited existing documentation, application trials, interviews of peers & application partners. The Technical Analyst is expected to become knowledgeable of business processes, application design & behavior, underlying infrastructure & architecture, upstream/downstream flows, business operations, business impacts, priorities and criticalities of the portfolio;
- participate in Primary & Secondary weekly on-call rotations that include evenings & weekends;
- trouble-shoot incoming & escalated tickets and machine alerts, individually and with peers, leveraging all available info/resources to arrive at solutions for expedient service & data restoration. Interface with peer Tech teams, Business Teams, Stores, Vendor Partners, and Third-Party Partners for investigations & outage/workaround communications.
- create & document workarounds & KBAs to knowledge share recurring service & data restoration activities with peers & partner teams;
- arrive at root cause of outages; track & document incident investigations, create defects as necessary in a timely fashion with relevant technical documentation and manage these through its entire lifecycle, including post-release assessment in production;
- participate in continuously improving the SC&M space by analyzing outage trends & delivering new work items for operationally meaningful enhancement requests to the Product & Dev teams;
- actively participate in service transition intake of newly built applications in the SC&M portfolio for Level 3 support;
- work in a Scrumban environment - participate in daily stand-ups & other ceremonies; manage & prioritize work by self and/or team
Experience & Educational background preferences:
- Degree/Certification in Software sciences, Information Technology, Computer sciences or a closely related field
- Around 3 - 5 years’ experience in Production Support or ITSM
Non-Technical Skills:
- Strong communication skills, leading with good listening to understand the situation at hand from various sources (Users/Business/Tech partners) and effective written & spoken skills to explain a situation as clearly and briefly as possible under pressure via email/phone/in-person to peers, leadership & audience external to team (Stores, Business Partners, Vendors, etc.)
- Critical thinking to seek out and bring together various data points to converge on a resolution on issues quickly
- Ability to work in a fast-paced environment with competing priorities and demands on deadlines and resources.
- Ability to work closely with remote team members and multiple actors (such as BAs, Developers, Production support, Managers, Stores etc.).
- Follow-through on tasks and activities.
- Ability to exhibit and maintain professional maturity in interpersonal interactions with peers and Business Partners under stressful production outage situations
- Isn’t afraid to ask questions and/or give opinions/suggestions.
- Friendly/Approachable quick learner who takes initiative. Sense of humor is a plus
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.