Support Analyst, Office Technology Enablement (LA)

Support Analyst, Office Technology Enablement (Corporate)

Lululemon is a yoga-inspired technical apparel company up to big things. The practice and philosophy of yoga informs our overall purpose to elevate the world through the power of practice. We are proud to be a growing global company with locations all around the world, from Vancouver to Shanghai, and places in between. We owe our success to our innovative product, our emphasis on our stores, our commitment to our people, and the incredible connections we get to make in every community we are in.

About This Team

The Office Technology Enablement (OTE) team plays a vital role in ensuring a technologically advanced and user-friendly office environment. Our responsibilities span across the technology hardware program, support for new Store Support Centre (SSC) openings, Office Technology Operations, Executive Support Concierge services, and day-to-day user assistance. Our ultimate goal is to create a smooth and hassle-free experience for our users. Operating in a dynamic and high-energy setting, the OTE team places great emphasis on setting and achieving goals, prioritizing well-being, and fostering personal growth through our core values. We also know how to have a lot of fun!

A Day in the Life

You work with your fellow OTE team members to provide technical support and knowledge to our SSCs. But it’s not just getting through tickets: you are empowered to be solution oriented, think outside the box, and find resolutions, all with the goal of providing our employees with an exceptional support experience each and every time they reach out. We are a fast-moving organization, and the Technology 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. There is a lot of variety in the OTE team to keep you stimulated, but enough familiarity to become a master of user-facing technology and to build reliable and trusting end user, Executive, and vendor partnerships.

The Role

• Provide expert technical guidance, advice and training to enhance systems. • Troubleshooting, diagnosing, and resolving technology issues (hardware, software, access, systems, meeting rooms, printers, desk top peripherals) through a full incident lifecycle, while prioritizing and organizing multiple streams of work. • Master both the technical applications and operational processes of how our user-facing and office technologies work, partnering closely with our level 3 cross-functional teams for continuous learning. • Manage tickets in ServiceNow by taking ownership and providing accurate, timely updates in your personal queue and the team queue while meeting our SLAs and KPIs for incidents and tasks. • Support queue management by identifying trends, opening Parent and/or Problem tickets, escalating to the correct teams for quick resolution. • Contribute to the improvement of processes and implementation of new technologies. • Demonstrate professional and effective communication skills to support users, peers, and cross-functional partners. This comes in in all forms of communication: Telephone, email, remote sessions, and in-person. All touch points to be documented in incidents. • Build a positive working relationship with our SSC employees, 3rd party vendors, and cross-functional partners. • Work closely with our vendors to address our oldest tickets and brainstorm for solutions on potential roadblocks. • Participate as a technical project resource as and when required. • Participate in on call rotation as required.

Qualifications

• Diploma or Bachelor’s degree in IT related field with 1 year of technology experience or an equivalent combination of education and experience • Strong knowledge in Windows and Mac operating systems • Excellent interpersonal skills: ability to be in choice to make integral decisions, build trust, and work in a team environment. • Always stay in choice to Recognize, Raise and Resolve issues, following through is your strong suit! • Advocate for the End User in a positive, optimistic, and authentic manner • Strong written and verbal communication skills (great at explaining technical things to nontechnical people!); Strong documentation skills • Passionate about supporting our organization’s technology and learning new technology • Critical thinker who leads problem-solving efforts often involving vendors and other support personnel and/or organizations. • Practices agility, thrives in a fast-paced environment • Experience with Active Directory, MS Office, Azure Active Directory, PowerShell, MS Admin Centre, Exchange Admin Centre, Cisco Meraki, PaperCut, JAMF, MS Intune, MS Azure, Zoom • Experience configuring hardware such as MacBooks, Lenovo laptops and desktops, iPads, MS Surface, Mac Minis, printers, video conferencing hardware • IT Networking experience – LAN/WAN and Wireless. • Experience with ticket logging applications as a way to manage workload (ServiceNow, JIRA) • Experience managing and working alongside external IT support vendors.