Software Support Analyst - Costco Logistics

Chicago, IL, United States

Costco IT is responsible for the technical future of Costco Wholesale , the third largest retailer in the world with wholesale operations in fourteen countries. Despite our size and explosive international expansion, we continue to provide a family, employee centric atmosphere in which our employees thrive and succeed. As proof, Costco ranks seventh in Forbes "World's Best Employers" .

This is an environment unlike anything in the high-tech world and the secret of Costco's success is its culture. The value Costco puts on its employees is well documented in articles from a variety of publishers including Bloomberg and Forbes. Our employees and our members come FIRST. Costco is well known for its generosity and community service and has won many awards for its philanthropy. The company joins with its employees to take an active role in volunteering by sponsoring many opportunities to help others.

Come join the Costco Wholesale IT family . Costco IT is a dynamic, fast-paced environment, working through exciting transformation efforts. We are building the next generation retail environment where you will be surrounded by dedicated and highly professional employees.

Support Analysts perform the daily tasks necessary to support Costco's development, test, quality assurance, and/or production environments. This includes issue resolution and root cause analysis, managing access, and fulfilling requests. They are in regular communication with business and IT personnel. The Support Analyst may also develop, manage, update, document, analyze, and monitor technology systems including: software and hardware, networking, configuration management, data, quality assurance, third-party vendor application support, and general user support.

If you want to be a part of one of the worldwide BEST companies "to work for", simply apply and let your career be reimagined.

ROLE

• Identifies and resolves problems, often anticipating issues before they occur or before they grow; develops and evaluates options and implements solutions.

• Manages incidents and tasks by identifying, tracking, and driving support, deployment, or system issues to a timely resolution.

• Documents, educates, adheres to, supports, and improves current processes.

• Supports the lifecycle of systems and the related components from development to retirement.

• Installs, facilitates, and/or performs quality assurance testing on supported systems.

• Develops, utilizes, and maintains tools and scripts to automate deployments, create reporting, and meet support needs.

• Leads or participates in project/stakeholder meetings as they relate to: defining and communicating deployment and support requirements, report requirements, and deliverables, analyzing and determining alternative delivery methods, and creating project timelines and cost estimates.

• Provides direction and/or guidance to customers, teams, and other support members regarding daily activities, project initiatives, deployment activities, and support issues.

• Conducts in-depth analysis to increase system performance, quality, and/or efficiency.

• Creates and maintains effective relationships with the business and information technology teams.

• Identifies opportunities for streamlining, increasing effectiveness through continuous process improvement.

• Creates and follows Costco's IT policies, processes, procedures, and/or regulatory standards.

• Works on User Story to fix code as small enhancement requests to resolve frequently occurring issues.

• Works on data loading/extraction and utilities and tools that involves SQL tuning, debugging and fixing the UNIX scripts.

• Troubleshoots a variety of Java-based Micro service applications for reported Incident/issues.

• Supports solutions to specifications on time, within budget, and with an impeccable degree of quality and precision to specification.

• Prepares and presents detailed functional and technical specifications that support functional requirements.

• Prepares and clearly communicates best in class methods by which Costco Logistics operations can effectively utilize the enhancements developed.

• Interacts with other developers, operations, Product Owners, and Business Solutions Analysts to ensure that the technical solution offers scale and supports business needs.

• Creates and maintains documentation standards.

• Provides the end user communication for critical issues like service delays/disruption with ETAs.

• Performs daily system and application health checks are performed to ensure the smooth running of the application.

• Ensures a high level of responsiveness by evaluating and appropriately responding to support tickets team members. Participates in requirements gathering sessions to ensure clear understanding of needs, as it relates to Operational and/or reporting utilization in our Costco Logistics field operations.

• Creates and maintains process documentation and contributes to the development of departmental standards.

• Creates solutions to resolve the initial reported problems from team members.

• Evaluates and provides recommendations on permanent software changes to solve issues.

• Tracks and informs team members of the status of their support tickets throughout the process and promptly resolves issues.

• Develops and maintains partnerships with IS Service Desk and other IS teams to ensure quality service and support.

• Meets or exceeds performance metrics related to productivity and quality.

• Creates documentation for other support teams in order for them to resolve issues.

• Completes small size enhancement requests for development and deployment to production as needed.

• Reports any occurrences of Customer dissatisfaction to the appropriate Management Service resource.

• Adheres to security management practices, as well as promotes established security standards.

• Understands and adheres to the Costco Wholesale Mission Statement and Code of Ethics.

REQUIRED

• Experience working with small enhancement requests to resolve frequent issues.

• Proficient in data loading/extraction and utilities and tools. Extensively involved in SQL tuning, debugging and fixing the UNIX scripts.

• Knowledge with a variety of Java-based Micro service applications to troubleshoot the issues.

• Troubleshooting experience with application software suites.

• Ability to understand and troubleshoot T-SQL script.

• Ability to understand business processes and work with operations associates to help navigate through an issue to understand the root cause.

• Excellent customer service skills and superior telephone etiquette.

• Strong communication skills and able to work effectively with all levels of the business and IS.

• Demonstrated strong organizational qualities in support of resolving issues quickly.

• Responsible, conscientious, and possess a passion for excellence.

• Detail oriented and possess strong problem solving skills, with the ability to analyze a situation for potential future problems.

• Innovative, creative, and extremely responsive with a strong sense of urgency.

• Self-motivated and able to work independently, with little supervision.

• Ability to remain calm under stress and time pressures.

• Scheduling flexibility in order to provide on-call support coverage in a 24/7 environment, including evenings, weekends, and holidays to meet the business needs.

Recommended

• Experience with Korber/Highjump and or Descartes Route Planning is a plus.

Required Documents

• Cover Letter

• Resume

California applicants, please click here to review the Costco Applicant Privacy Notice.

Pay Ranges:

Level 1 - $34.00 - $41.00

Level 2 - $38.00 - $48.00

Level 3 - $46.00 - $55.00

We offer a comprehensive package of benefits including paid time off, health benefits - medical/dental/vision/hearing aid/pharmacy/behavioral health/employee assistance, health care reimbursement account, dependent care assistance plan, short-term disability and long-term disability insurance, AD&D insurance, life insurance, 401(k), stock purchase plan to eligible employees.

Costco is committed to a diverse and inclusive workplace. Costco is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected]

If hired, you will be required to provide proof of authorization to work in the United States. Applicants and employees for this position will not be sponsored for work authorization, including, but not limited to H1-B visas.