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Senior Product Support Specialist - Business Analyst

Company: Home Depot
Location: Austin
Posted on: January 15, 2022

Job Description:

**Position Purpose:**The Sr. Product Support Specialist - Business Analyst fulfills responsibilities which document and develop IT Service Management business processes. This is accomplished by engaging with the coordinator, customer, and software engineering; strategizing the best process for the most efficient product. The candidate will possess knowledge of enterprise Information Technology (infrastructure), IT Service Management Processes (ITSM), Agile delivery, and modern software development. The ideal candidate will exemplify customer service, value analysis, business value delivery, and high motivation for results.**Major Tasks, Responsibilities & Key Accountabilities:**15% - Support & Enablement:+ Receives incident from the escalation of L2 or receives incident from application& infrastructure teams directly; troubleshoots technical issues via phone, tickets, and remote support (desk-side as needed) in a courteous manner both synchronously and asynchronously; escalates accordingly+ Actively listens to and builds rapport with end-users to elicit problem details, applying advanced conflict resolution skills frequently to resolve escalated customer issues40% - Delivery & Execution:+ Provides after-hours, overnight, and weekend on-call support+ Documents, reviews and ensures that all quality and change control standards are met+ Provides advanced support for VP level and above+ Has administrative rights; can make changes to systems hardware and software+ Collaborates with engineering teams to determine root cause of issue and resolution, provide technical expertise, and assist in resolving high-level technical issues; engages in IT projects as needed at a SME level; engages other teams to fix at root cause level when appropriate+ Ensures stability, viability and maintenance of the 24-7 mission-critical production environment+ Plans, documents, and executes technical changes as needed+ Learns and updates inventory system for new orders in area of responsibility+ Applies diagnostic utilities to aid in troubleshooting+ Accesses software updates, drivers, and knowledge bases to aid in problem resolution+ Maintains and updates contractor loaner pool laptops+ Engages vendors as needed to resolve or proactively remediate issues; maintains and nurtures relationships with software vendor+ Provides assistance to address facility-related issues with network equipment, HVAC interference, etc. at remote locations+ Assesses and drives quality within the team+ Interacts and builds relationships with site leadership10% - Administration & Operations:+ Creates and monitors reports on call volume, quality, etc. and makes decisions accordingly+ Documents all pertinent end user identification information including nature of problem+ Evaluates documented resolutions and analyzes trends to prevent future problems35% - Learning:+ Creates, updates, and manages the Knowledge Base for L2s to utilize+ Produces training for Support Desk Levels 1, 2, and 3; leads training classes for Levels 1, 2, and 3+ Guides the communication of troubleshooting approaches and methods across the Support Desk; serves as a resource for more junior team members on how to approach or complete this task+ Sets standards in call handling and problem resolution best practices; serves as a resource for more junior team members on how to approach or complete this task+ Proactively gathers information to determine areas for further training and coaching+ Reviews regular pertinent product update information to keep knowledge current**Nature and Scope:**+ Typically reports to the Product Support Manager or Sr. Manager.**Environmental Job Requirements:****Environment:**+ Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.**Travel:**+ Typically requires overnight travel less than 10% of the time.**Standard Minimum Qualifications:**+ Must be eighteen years of age or older.+ Must be legally permitted to work in the United States.**Additional Minimum Qualifications:**+ Must be legally permitted to work in the United States**Education Required:**+ The knowledge, skills, and abilities are typically acquired through the completion of a bachelor's degree program or equivalent degree in a field of study related to the job.**Years of Relevant Work Experience:**+ 2 years**Physical Requirements:**+ Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions, there may be a need to move or lift light articles.**Preferred Qualifications:**+ 1-3 years of relevant work experience in an enterprise environment+ Working in a fast-paced, fluid environment where priorities shift on a regular basis+ Communicating at all levels in the organization to represent the interest of the stakeholder(s)+ ITIL Certification preferred+ ITSM Process Experience, preferably Incident Management (Service Requests/Incidents)+ Excellent communication skills (oral, and written)**Knowledge, Skills, Abilities and Competencies:**+ Being Resilient: Rebounding from setbacks and adversity when facing difficult situations+ Collaborates: Building partnerships and working collaboratively with others to meet shared objectives+ Communicates Effectively: Developing and delivering multi-mode communications that convey a clear understanding of the unique+ needs of different audiences+ Customer Focus: Building strong customer relationships and delivering customer-centric solutions+ Decision Quality: Making good and timely decisions that keep the organization moving forward+ Interpersonal Savvy: Relating openly and comfortably with diverse groups of people+ Manages Conflict: Handling conflict situations effectively, with a minimum of noise+ Optimizes Work Processes: Knowing the most effective and efficient processes to get things done, with a focus on continuous improvement+ Resourcefulness: Securing and deploying resources effectively and efficiently+ Situational Adaptability: Adapting approach and demeanor in real time to match the shifting demands of different situationsWe are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

Keywords: Home Depot, Austin , Senior Product Support Specialist - Business Analyst, Professions , Austin, Texas

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