Job Description
Title: Technical Users Support LeadDuration : 12 monthsWork Environment: full-time 9-5 in office (Mon-Fri working in Mississauga)Hours: 37.5 Hours per weekThe Business Analyst, Site Support – SSC provides support for client’s various front and backend systems, particularly related to Laptops, Desktops, inventory management, and associated IT infrastructure (wifi, networking, servers). This position is focused being the onsite escalation contact for the SSC support team providing hands-on problem resolution to complex issues and leading the team’s various globally distributed support teams during issue resolution.While this role contributes to every stage of SSC support, the key engagement area is on managing and ensuring all aspects of the workstation desktops, laptops, audio visual systems, mobile devices, peripherals are stable and a good fit for Wal-Mart. When issues are encountered, he/she is responsible for managing stakeholder concerns, influencing business, product, and engineering decisions as well as vendor management. Additionally, the Business Analyst, Site Support – SSC acts as a mentor for members of the SSC support team and leads various support initiatives that impact the overall business.Major Responsibilities:1. Possess subject matter expertise in supporting the following systems and users:Front-end supportLaptops, PCs and accessoriesMobile phonesTechnologies in auditoriumsTechnologies in meeting roomsVIPs (CLT) and EAs (Executive Assistants)SSC associates in multiple divisionsMulti-use handheld devicesBackend supportNetwork systems (routers, switches & Wi-Fi)ServersPCs &Thin ClientPrinters2. Lead the investigation of critical (P1 and P2) production incidences that relate to the SSC domain and ensure timely resolution to minimize impact to the site and customer experience. This includes coordinating and managing war rooms to drive focus on system restoration.3. Provide support for requests raised by the business, engineering and product management teams on the investigation and analysis of production incidents. Facilitate root cause analysis to prevent recurrence of issues.4. 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 supportService Desk Team – virtual spark barPhysical spark bar at SSCBackend supportWired and Wireless network teamsServer and VMWare teamsDigital Client teams – PCs, thin clients, printersMobility teamAV support teamFinance and Treasury teamsOmni and eCommers teamsADE support teams in US5. Act as the local/onsite issue escalation contact for the various stakeholders and perform under pressure. After office hour support and on-call rotation required when dealing with critical issues after regular business hours. Stakeholders include:Front and backend supportStore OperationsField ManagementCentral OperationsAccounting and Finance OperationsMerchandise and Replenishment OperationsTech Product ManagementProject ManagementInfrastructure and Operations Support teamsDevOps teamsOmni and eCommerce OperationsMarketing Operations6. Provide effective written / oral communication to various audiences (leadership / executive, business, product, engineering, peers, etc.) when providing status updates on an issue7. Execute and/or lead various projects as demanded by business in relation to IT support (e.g., key sales events, YBM, GQC, support satisfaction surveys and action plan, new stores go-live, etc.)8. Mentor junior members of the SSC Support team and provide guidance in the improvement of support processes, implementation of various support framework documents and other activities.9. After hour support and on-call rotation required when dealing with critical issues after regular business hours.Additional skills/knowledge required to perform the job in a satisfactory manner:Minimum College Certificate or Diploma requiredMinimum 6-8 years of relevant hands-on experience with production support and/or software development on a high availability environmentStrong knowledge and experience with networking - Cisco router/switches, LAN/WAN/WIFI infrastructures.Strong knowledge and experience with Server-Client support - Desktop, Thin Client, Remote Desktop, Windows10/11, Win2016, MS SQL, Linux, Ubuntu, and VMWare.Software troubleshooting - MS Backoffice suite, mobile applications, Client and Cloud applications, etc.Hardware troubleshooting – Laptops, desktops, tablets, mobiles, MacBooks, printers, thin clients, Servers, network printers, etc.Understanding of ITIL and incident/problem/change management and experience working in an Agile environment.Advanced and proven working knowledge on Service Now, JIRA, Confluence, AirWatch, SAP, Box and SlackStrong 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 processesStrong 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)Ability to negotiate with service providers & vendors and understand and manage within a contractual relationship.Vaco
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