Senior Production Support Analyst

SR. PRODUCTION SUPPORT ANALYST SEATTLE, WA 6 MONTH CONTRACT

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Summary and Mission:
Providing senior level retail systems production support through problem analysis, tracking, and resolution, working with Retail Stores and the Help Desk.

SUMMARY OF KEY RESPONSIBILITIES:

- Attends meetings for the production support team and represents the department manager when needed.
- Acts as lead and point person for production support and new store implementation team.
- Logs, monitors and tracks problems and resolutions through use of specialized software, such as the Remedy database application for tracking problems, and a solution builder.
- Monitors status of open trouble tickets to ensure that service level agreements and timelines are being met and follows up with vendor management as needed.
- Provides advanced technical support, analysis, and problem resolution for users of computer systems and applications for all domestic and international stores that are escalated by the Enterprise Help Desk and other support groups.
- Supervises vendors as needed to expedite repairs to hardware and wiring.
- Provides training, support and guidance to other Production Support partners and Enterprise Help Desk partners, developing and distributing documentation within both areas.
- Resolves a wide range of application and hardware problems in support of new systems and technologies implemented by the development team.
- Resolves the most complex technical issues and acts as senior technical expert within the Production Support department and subject matter expert for the Retail Business Systems department.

SUMMARY OF EXPERIENCE:

- Advanced third level user support role: 3 years
- Help desk or problem resolution analyst experience: 3 years
- Project management experience in an information technology environment: 2 years

REQUIRED SKILLS AND ABILITIES:

- Ability to work both independently and as part of a team
- Ability to conduct business meetings and represent department
- Advanced knowledge and expertise with computer systems, including operating systems, problem management tools, networking architecture and industry standards, system management and configuration tools, and system tools use and configuration
- Advanced knowledge of personal computer hardware and software
- Advanced knowledge of retail store infrastructure, store and data center operations, and telephony network systems
- Decision making skills
- Strong technical aptitude and problem solving skills

*CompuCom supports Employment Equity and Diversity* Dallas-based CompuCom Systems, Inc. is a leading provider of end user enablement, service experience management, and cloud technology services to Fortune 1000 companies. CompuCom partners with enterprises to develop smarter ways they can work, grow, and produce value for their business. Founded in 1987, privately held CompuCom has approximately 11,500 associates and supports more than 4 million end users in North America.