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Senior Analyst, Technology Support

Walmart Canada

This is a Full-time position in Richmond, BC posted June 13, 2021.

Position Summary The Senior Analyst, Technology Support provides support for Walmart.ca’s various front and backend eCommerce applications, particularly order management, payments, order fulfillment, delivery and pickup scheduling and supply chain operations technology.

This position is focused being the onsite escalation contact for the Omnichannel business, providing hands-on problem resolution and leading the team’s various globally distributed support engineers during issue resolution.

While this role contributes in every stage of the project, the key engagement area is on managing application support.

When issues/bugs are encountered, he/she also is responsible for managing stakeholder concerns, influencing business, product and engineering decisions.

Finally, the Senior Service and Infrastructure Analyst acts as a mentor for members of the Site Health team and leads various support initiatives that impact the overall business of Walmart.ca.

While this role contributes in every stage of the project, the key engagement area is on managing application support.

When issues/bugs are encountered, he/she also is responsible for managing stakeholder concerns, influencing business, product, and engineering decisions.

Finally, the Senior Service and Infrastructure Analyst acts as a mentor for members of the Site Health team and leads various support initiatives that impact the overall business of Walmart.ca.

What you’ll do Possess subject matter expertise in supporting the following eCommerce Omnichannel applications: Front & Backend support OMS/Sterling TIBCO/Integration Kafka/Cassandra STEP/CMS/OIF Price/availability/eligibility services Walmart App Omni support GIF EDI (Direct Connect and Commerce Hub) CASPr, ROVR and GSCOPE OMS/Sterling TIBCO/Integration SKYFALL Promise App LMD Lead the investigation of critical (P1 and P2) production incidences that relate to various applications supported by the team and ensure timely resolution to minimize impact to the business and customer experience.

Provide support for any requests from the business, engineering and product management teams on the investigation and analysis of production incidences.

Facilitate root cause analysis to prevent recurrence of issues.

Drive technical discussions with various support and engineering teams to ensure timely and effective knowledge sharing, issue resolution, and root cause analysis.

Demonstrate critical thinking when prioritizing the resolution of production issues, especially when dealing with various support counterparts such as: Front and backend support Integration, Sterling, CMS support teams Catalog engineering team Inventory management engineering team Order management engineering team Front end development engineering team Supply chain management engineering team Store Support / CA Help Desk team Pangea Marketplace teams eGLS support/engineering teams EIC/Order Manager support team Item file and MDM Team Omni support GIF Support Team EIC/Order Manager Team Customer Promise
– CASPr and ROVR Team GSCOPE Team Store Support / CA HelpDesk Team Various Hardware Support Teams (Handhelds, ThinClients, Scales, etc.) Omni Application Support team Act as the local/onsite issue escalation contact for the various stakeholders and perform under pressure in a 24×7 (including evenings and weekends) environment.

Stakeholders include: Front and backend support Merchandising (CMs and CTAs) Site Deployment Merchandise Operations Replenishment/Availability team Product Management Transportation and Logistics team Customer Service Site Merchandising Fulfillment Operations Team (FCs and DCs) Finance Marketing Web Analytics and Optimization Omni support Omnichannel Operations Field Operations (including Transportation and Logistics) GHS and S2S Stores Omni Experience Customer Service Product Management Replenishment/Availability Team Merchandising Provide effective written/oral communication to various audiences (leadership/executive, business, product, engineering, peers, etc.) when providing status updates on an issue.

Execute and/or lead various projects (E.g., key sales events, support satisfaction surveys and action plan, new stores go-live, etc.) in support of the technology support team annual roadmap.

Mentor junior members of the technology support team and provide guidance in the improvement of support processes, implementation of various support framework documents and other activities.

Requires working overtime / overnight / weekends regularly as the various production support teams are distributed globally.

Co-location with the production support team may also be required during key sales events.

Minimum Qualifications: College Certificate or Diploma required.

6-8 years of relevant hands-on experience with production support and/or software development on a high availability environment.

Understanding of ITIL (incident/problem/change management) and experience working in an Agile environment.

Strong analytical, problem-solving skills and a natural ability to solve complex issues.

High attention to detail and strong ability to learn new technologies.

Able to understand, map and make improvements to end-to-end processes.

Strong communication skills, written and oral, strong presentation, leadership, facilitation and workshop management skills to diverse types of audiences (e.g., senior management, management, vendors, and technical staff).

Working knowledge on Service Now, JIRA, Confluence, OneDrive, Sharepoint and Slack.

Strong knowledge and experience with database software and querying languages (Oracle DB, Cassandra, etc.).

Additional Preferred Qualifications: Hands-on experience with Web Services (Restful, SOAP, WSDL).

Experience with shell scripting is an asset.

ITIL Foundation/Specialist Certification Certified Scrum Master (CSM) Minimum Qualifications Outlined below are the required minimum qualifications for this position.

If none are listed, there are no minimum qualifications.

Age
– 16 or older Preferred Qualifications Outlined below are the optional preferred qualifications for this position.

If none are listed, there are no preferred qualifications.

Walmart will accommodate the disability-related needs of applicants and associates as required by law.

Primary Location… 1940 ARGENTIA RD, MISSISSAUGA, ON L5N 1P9, Canada