Digital Support Analyst II (Global Technical Operations)

• Handles incoming calls in a timely and professional way. Tracks all calls using service desk software. Performs ticket assignment and escalation as required. Performs daily follow-up on open calls with no activity. Provides general first-level support. Proactively identifies trends and drives remediation efforts with technical support and other IS groups as required on problem determination, solution implementation, and thorough documentation of progress and results.
• Maintains and executes tasks with an extensive knowledge of processes and procedures for regulatory controls. Manages production jobs. Performs operational monitoring and escalation. 
• Acts as a key driver 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 for immediate team as well as extended IT support providing 24/7 technical support. Collaborates with internal support teams on incident resolution. Maintains positive open lines of communication with all management, staff, and other departments to contribute to the smooth flow of information and efficient operation of the organization.  Leverages vendors or external service providers to resolve technical or procedural issues with limited guidance.
• 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. Works with manager to coordinate department assignments and ensure staffing resources are appropriately utilized and workload is balanced. Often assigned as project lead or project manager for key corporate system initiatives and will direct the workflow of the group. Works with division heads and super users to develop business strategy and system requirements. Leads the project team in creating and adhering to implementation timelines, oversees testing, brings the system online, and ensures users receive appropriate training.
• Performs other duties as assigned.

• Relevant professional certification in the field of IT preferred.
• Working knowledge of MAC computer support 
• Understand basic operations 

• Bachelor’s degree, applicable certification or equivalent experience.
• Typically requires 5-8 years of professional experience and strong competency with the various tools, systems, or procedures required to accomplish the job.
• 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.  

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.