IT Principal Operations Engineer

Operations/Technical Subject Matter Expert

This role is responsible for providing subject matter and technical expertise on complex systems and software for assigned business area. Serves as point person for preventing, diagnosing, and resolving issues in areas of expertise. Supports and analyzes complex operations/technical systems and issues in various areas of the enterprise. Provides in-depth analysis and oversight around application system, system optimization and resource utilization to support optimal Operations Service delivery. Maintains service documents and executes performance objectives to ensure service level agreements are met or exceeded within Save A Lot's Operations Services.

Responsibilities

• Acts as a subject matter expert for complex systems and/or software that ensure our business remains operational
• Utilizes operations/technical expertise over complex systems and software to address questions, inquiries and concerns surrounding the change control environment, including escalated issues
• Assists with the review of applications, systems or technical services to identify risks, optimize opportunities and makes recommendations to leadership based on findings
• Establishes monitoring processes across system(s) to identify risks, trouble shoot problems, and builds or configures solutions
• Creates data analysis reports, takes proactive steps to identify persistent problems, and makes recommendations to management as needed
• Provides training and work direction for vendor staff augmentation resources
• Investigates incidents to find common, repetitive issues and trends that require software fixes
• Problem management/call reduction - analyzes metrics for call trends and working to help facilitate resolution to chronic issues
• Gathers and analyzes data to develop solutions or alternative methods of proceeding
• Works with Tier 4 or Vendor to package fixes; navigates the change process to implement solutions in Distribution Centers
• Thoroughly investigates incidents escalated by lower level associates; solves, documents and trains other associates on the solution
• Works with IT Delivery Managers on rollouts and store openings and closings
• Ensures new projects and changes have proper support for transitions. Knowledge updates, access granted, and training provided (may provide direct training, create training materials or train the trainer)
• Participate in expense/capital planning; annual, period, invoice processing
• Daily work direction for team members in lower levels, input to performance appraisals
• Provides training and work direction for vendor staff augmentation resources
• Participate in large/complex scale Project Management activities
• Advanced level of support for complex systems or areas (such as Service Now, SQL Database, Windows Server Admin, Unix Server Admin, Direct Route, Voice Console, Remote Desktop, LogMeIn, Warehouse Management Application)
• Documents technical needs using advanced textual, and visual modeling deliverables designed to help Save A Lot meet its strategic objectives
• Responsible for ongoing definition and support of service portfolios, catalog items, functionality and change schedules for each of the technical service application and infrastructure teams
• Facilitates, presents and communicates with large complex groups of individuals representing significant diversity in interest and level of leadership to a common understanding of a solution
• Owns and drives long term solutions to outages and system issues to streamline the technical services provided to the business
• Identifies, evaluates, documents issues and risks, related to technical processes to TS and business unit management, developing and researching mitigation strategies in collaboration with business and TS team members
• Demonstrates an advanced/expert practical understanding of assigned technical area, and their integrations with other systems & software, while analyzing retail industry trends and researching functional best practices to incorporate into company objectives
• Innovates and defines new technical tools along with ways of using and driving usage of toolset
• Manages and promotes continuous process improvement activities throughout the enterprise
• Mentors and teaches relevant community on domains, requirements, tools and capabilities
• Identifies, manages, and tracks business and technical needs objectives throughout the project's lifecycle
• Acts as an operations/technical subject matter expert in the resolution of outages or high priority incidents
• Provides 24/7 on call support as relevant to the role

About You

• Bachelor's Degree in Computer Science, or a discipline related to assigned business area
• 3-5 years relevant work experience
• Demonstrates effective Operations/Technical system and business function documentation skills
• Ability to coordinate, organize and lead meetings and/or activities
• Ability to manage the project and analysis work of multiple business systems analysts
• Demonstrate advanced facilitation skills with the ability to drive toward common solutions Ability to track project status and maintain substantive dialogue with many project managers, both within Operations/Technical Service and the business functional area (project management experience helpful)
• Demonstrate advanced interviewing, listening, and observational skills used to identify and define business and technical needs
• Demonstrate advanced mentoring, teaching, and peer guidance skills
• Demonstrate expert analytical and conceptual skills used to evaluate information gathered from multiple sources, while reconciling discrepancies
• Demonstrates ability to resolve highly complex problems, obtaining advice from key subject matter experts as needed
• Demonstrates the ability to influence or persuade individuals and teams to create alignment and drive outcomes
• Excellent written and verbal communication skills, strong customer focus and demonstrated ability to work in geographically dispersed teams
• Knowledge of the assigned business area and clear comprehension of their business objectives, challenges, and ways to use technology to address them
• Must have strong computer skills and be proficient in use of Microsoft Office applications
• Preferred work experience in the basic foundations for project methodology, ITIL and/or other continuous improvement tools
• Strong analytical skills with the ability to ensure adherence to concepts and theories for various projects
• Working knowledge of enterprise-wide technology, equipment, and/or systems

Physical Requirements

• Ability to travel up to ~10% of the time, which may include weekends and evenings, as needed
• Most work is performed in a temperature-controlled environment
• Incumbent may sit for long periods of time at a desk or computer terminal
• Incumbent may use calculators, keyboards, telephone and other office equipment in the course of a normal workday
• Stooping, bending, twisting and reaching may be required in completion of job duties

Our Values

Ability to demonstrate, understand and apply our workplace values.

Simplicity (operate) – the drive to identify root cause and innovate to remove complexity to deliver the best outcome

Heart (emotion) – the passion that drives you to get up every day and work hard to strive for excellence

Performance Excellence (mindset) – clearly defining high expectations, driving ownership of key roles and responsibilities, executing with integrity and emphasis while creating a culture of accountability

Respect (philosophy) – taking pride in being inclusive and treating everyone who comes through the doors with respect

Benefits

• 401K company match up to 4%
• Paid Time Off
• Medical Insurance options including FSA & HSA
• Vision Insurance
• Dental insurance
• Employee Assistance Programs
• Team Member Referral Program
• Tuition Reimbursement
• Wellbeing Program
• Career development opportunities

The above statements are intended to describe the general nature of the work performed by the employees assigned to this job. All employees must comply with Company policy and applicable laws. The responsibilities, duties and skills required of personnel so classified may vary within each department and/or location.