Technical Support Analyst

Tech Infrastructure, Technical Support Analyst, Asset ProtectionLululemon is an innovative performance apparel company for yoga, running, training, and other athletic pursuits. Setting the bar in technical fabrics and functional design, we create transformational products and experiences that support people in moving, growing, connecting, and being well. We owe our success to our innovative product, emphasis on stores, commitment to our people, and the incredible connections we make in every community we’re in. As a company, we focus on creating positive change to build a healthier, thriving future. In particular, that includes creating an equitable, inclusive and growth-focused environment for our people.The Global Infrastructure and Cloud team is a world-class delivery group that builds and maintains the underpinnings of Lululemon’s technology environment. We are multiple product and platform teams that share a passion for continuous and high-quality delivery and work closely with our internal teams and our business partners. With these business and technology partners we co-create a powerful roadmap to deliver amazing experiences to our guests with innovation, value, and reliability.A day in the life:You work with the Asset Protection technology and business team members, the Lululemon Educator Help Center (EHC service desk) team as well as our key vendor partners to facilitate communications and provide technical support for our core Asset Protection technologies including Solink intelligent video surveillance solution. This involves ensuring communication between these joint teams is occurring effectively and efficiently, and knowledge is being shared and where appropriate, documented in knowledgebase articles to enable the EHC team to provide the best support possible. This will also include helping to identify areas to improve and streamline operational processes. Lululemon is a fast-moving organization, and the Technology Infrastructure Asset Protection team is no exception! This means you must be agile, adaptive to change, and a quick learner. You are eager and excited to pick up new skills and apply them to your day-to-day role. You enjoy wearing multiple “hats” throughout the course of a week and you strive to become a subject matter expert on Solink and other Asset Protection technologies.The Role• Triaging, prioritizing, and assigning Asset Protection application issues and monitoring them through a full incident lifecycle, including with other Lululemon teams and third party vendors.• Master both the technical applications and operational processes of how our Asset Protection technologies work and partner closely with our other cross-functional teams for continuous learning.• Submitting, updating, and monitoring tickets through Lululemon’s ServiceNow application as well as our third party ticketing systems as appropriate.• Defining requirements for new or modified ServiceNow forms and workflows, submitting intake tickets for such, engaging with the technical team for clarifications and status and assisting with testing.• Taking ownership and providing accurate and timely updates for tickets within the Asset Protection Solink queue (and others as appropriate) to help ensure SLAs and KPIs are met.• Contribute to the improvement of Asset Protection support processes, knowledgebase resources and implementation of new standards.• Demonstrate professional and effective communication skills to support users, cross-functional partners and third party vendors. This may come in all forms of communication: Telephone, email, remote sessions and in-person.• Build a positive working relationship with other team members, third party vendors, and cross-functional partners.• Participate as a project resource as and when required.• Flexible to support limited international hours on occasion.