Production Support Analyst (Irving)

We are seeking a skilled production support analyst to join our Sales Planning & Operations Support team. You will play a critical role in ensuring the stability, availability, and performance for all Applications.

You will be the first contact for incoming Direct and Indirect Channel Quick Tickets in queues

Provide real-time triage and escalation of quick tickets.

Provide front-line system support by analyzing tickets for reported issues, defects, and gaps utilizing resources until full resolution.

Manage strategic system support chats in order to assist in timely triage and system governance

Close tickets within expected timeframe. Examples include pending orders, trade release, user education, and basic troubleshooting.

Collaborate with channel partners by following up on reassigned tickets and defects created

Provide Slack channel support by monitoring leadership slack channels for outages and escalated ticket submissions

Participate in outage team responsibilities

Conduct store visits, working with the frontline to uncover educational opportunities and enhancement requests

Tactical case management with a comprehensive understanding of the ticket process. This allows for advancement opportunities through continued development of knowledge related to system issues.

This role includes a combination of work from home and assigned office days (VCG in-office days are Tuesday, Wednesday, and Thursday).

What we're looking for...

A motivated, enthusiastic individual with a positive mindset who is able to effectively collaborate, think outside of the box, and has a strong work ethic. This role will challenge you to learn new tools, communicate effectively, and take ownership of all work. If you are passionate about analyzing data, uncovering gaps, and identifying system defects, this would be a good role for you.

Qualifications:

A bachelor's degree and 4 years of relevant experience (Retail or Indirect)

Preferred Qualifications

Bachelor's degree in organizational communication, Information Technology, or Computer Science

Master's Degree

Knowledge of Agile methodologies