Senior Service Desk Engineer I - 11215 Metro Pkwy

Recruiter
Chico's
Location
Fort Myers, Florida, United States
Posted
29 Aug 2020
Closes
22 Sep 2020
Ref
7523
Function
Marketing
Position Objective

This position is responsible for receiving, documenting, prioritizing and actively resolving the service requests in the eCommerceapplication. The candidate should develop and maintain the service desk processes and reporting through dashboards. This position is also responsible to manage and train other service desk engineers on different processes and procedures.

FunctionalResponsibilities
  • Monitors and investigates the issues from different sources including call center agents, application monitoring tools, feedback from customer and operations team.
  • Undertakes the identification, registration and categorization of incidents. Gathers information to enable incident resolution and promptly escalates incidents as appropriate.
  • Maintains a strong functional knowledge of all inbound and outbound interfaces, commonly-used concepts, practices, and procedures in the eCommerceapplication.
  • Analyzes inquiries to identify recurring problems and areas for improvement
  • Partner with cross functional teams to lead the development of problem solutions. Coordinates the implementation of agreed remedies and preventative measures. Evaluates patterns and trends.
  • Facilitates working sessions to gather requirements, gain consensus, or address various topics with diverse groups of people; has ability to manage conflict and create positive outcomes for all involved.
  • Creates and develops relationships with software vendors and consultants
  • Uses the tools and techniques for specific areas of release and deployment activities. Administers the recording of activities, logging of results and documents technical activity undertaken.

    Competencies
    • Culture

    Living the Chico's FAS Values and Guiding Principles by demonstrating Customer Focus, Instilling Trust, Driving Engagement and Delivering Results with High Performance.
    • Decision Quality

    Making good and timely decisions that keep the organization moving forward.
    • Action Oriented

    Taking on new opportunities and tough challenges with a sense of urgency, high energy, and enthusiasm.
    • Interpersonal Savvy

    Relating openly and comfortably with diverse groups of people.
    • Situational Adaptability

    Adapting approach and demeanor in real time to match the shifting demands of different situations

    Education
    • Bachelor's degree in in Computer Science or equivalent degree required

    Required Qualifications
    • BA/BSinInformation Technology or equivalent experience
    • 7+ years of Service desk experience in an eCommerceapplication
    • Sound understanding of eCommercefunctions in the application and business operations
    • Strong problem solving and analytical skills
    • Makes decisions with limited information but also able to synthesize large quantities of data to drive business decisions
    • Strong Communication and presentation skills: Concisely presents complex information in terms that are meaningful to various audiences
    • Builds collaborative partnerships cross-functionally with infrastructure, application and operations teams
    • Ability to work on complex tasks with minimal supervision and formulate/refine problem definition independently
    • Effective in communication skills at multiple levels, including senior management, within the organization
    • 3+ years of experience in Retail is preferred

    Preferred Qualifications
    • Previous retail industry experience
    • Experience working with ATG, Shopify Plus, Salesforce Commerce Cloud, Magento

    Team Technologies
    • JIRA/ Service Desk
    • APM monitoring tools
    • Google Analytics

    *BF
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    Chico's FAS, Inc. is an equal opportunity employer. We do not discriminate on the basis of race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, childbirth and related medical conditions, lactation, genetic information, gender, sexual orientation, gender identity or expression, military service, veteran status, or any other category protected under federal, state, or local law.

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