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Whole Foods Market Associate Technical Systems Analyst in Austin, Texas
Job DescriptionThe Retail Support Team at Whole Foods Market provides exceptional technical and functional support with a commitment to strong technology operations, customer service, and team member happiness and excellence. We are looking for an L2 Associate Technical Systems Analyst to play an integral role supporting critical systems within our ecosystem, including but not limited to Point of Sale (POS) and POS Hardware. This role reports directly to the Retail Support Team Leader.
Ensure all requests for user support are responded to in accordance with the existing SLAs
Collaborate directly with users to resolve technical issues, obtain information to isolate the issue, work with appropriate technical and business partners to identify the most appropriate solution, and escalate as appropriate
Thoroughly document end user problem reports, troubleshooting steps and resolutions in the Service Desk call tracking system
Identify trends with issues and escalate as appropriate
Understand upstream and downstream data flows within the ecosystem
Follow and contribute to support documentation/Knowledge-Based Authentication (KBA)
Use and react to monitoring tools such as Splunk
Serve as a Subject Matter Expert (SME) in a designated focus area as assigned by the Retail Support Team Leader
Participate in an on-call support rotation (including after hours) with the Retail Support L2 Team to provide 24x7x365 coverage
Act as a liaison to vendors for escalations including but not limited to NCR
Perform validations as needed post upgrades/hotfixes
Perform triage on POS devices and ecosystem
Participate in Root Cause Analysis (RCA)
Provide excellent customer service to our end users
Other duties as assigned
2+ years of experience in a Point of Sale (POS) support or operations environment
Strong verbal and written communication skills including the ability to explain technical concepts to non-technical team members
Excellent telephone etiquette with a demonstrated ability to maintain a customer-service focus and attitude at all times, including the ability to understand store challenges and provide a sense of common purpose and empathy
Retail background in food, retail or hospitality industry experience preferred
Strong understanding of resource and Service Level Agreement (SLA) management within IT services
Knowledge of support procedures and policies (ITIL)
Strong knowledge of Windows Operating Systems (OS)
Strong problem-solving skills
Independently manages time effectively
Patience, understanding, flexibility and a sense of humor
Self-motivated and able to work independently and manage time
Ability to work closely within a team environment
Must be adaptable to change
At Whole Foods Market, we provide a fair and equal employment opportunity for all Team Members and candidates regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic. Whole Foods Market hires and promotes individuals solely based on qualifications for the position to be filled and business needs.
Who are we? Well, we seek out the finest natural and organic foods available, maintain the strictest quality standards in the industry, and have an unshakeable commitment to sustainable agriculture. Add to that the excitement and fun we bring to shopping for groceries, and you start to get a sense of what we’re all about. Oh yeah, we’re a mission-driven company too.
Whole Foods Market attracts people who are passionate - about great food, about the communities they live in, about how we treat our planet and our fellow humans - and who want to bring their passion into the workplace and make a difference.
Learn more about careers at Whole Foods Market here!