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United Natural Foods IT Business Analyst I- 3rd Shift in Providence, Rhode Island

IT Business Analyst I- 3rd Shift

United States of America, Rhode Island, Providence

1 additional location

United States of America, Minnesota, Eden Prairie

Information Technology

Post Date May 22, 2020

Requisition # 119917

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Job Overview:

Responsible for providing support as the first point of contact and technical support for UNFI personnel and clients seeking technical assistance from the Information Technology Department. Provides support including receiving, documenting, assigning and resolving end user Service Desk incidents in accordance with IT Standard Operating Procedures. This position will be responsible for providing guidance and coaching to the Service Desk specialists of the team as required. This position is also designated as an on-duty Major Incident escalation point. This requires engaging correct support teams for incident resolution, facilitating calls driving to issue resolution, and communication within IT and to the business. Facilitation includes escalation to managers and directors to drive efficient resolution.

Job Responsibilities and Accountabilities:

  • Answers, evaluates and prioritizes incoming calls, voicemail, e-mail and in-person requests for IT service in a professional courteous manner

  • Follows standard Service Desk operating procedures to accurately log all requests using establishing incident tracking software

  • Builds rapport and elicits problem details from Service Desk customers

  • Prioritizes incidents and escalates when required to the appropriately experienced technician

  • Notifies IT management of all critical requests and issues

  • Learns fundamental operations of commonly used software, hardware, and other equipment

  • Provides solutions, advice and/or recommendations in a quick and timely manner

  • Provides knowledge transfer of important events during shift change to next Service Desk Support personnel

  • Serves as an internal escalation point for junior Service Desk Specialists

  • Participates in coaching and training junior Service Desk Specialists

  • Receive request to facilitate a bridge for issues with significant business impact

  • Communicate to IT and business regarding issue status

  • Partners with appropriate teams to drive resolution

  • Initiates and facilitates a bridge to resolution

  • Provide recaps of bridges and resolution activities

  • Monitors priority 1 and 2 incidents to identify potential business impacting issues

  • Potentially acts as backup for Service Desk Supervisor

  • Provides back up support for other Service Center positions as required

  • Performs other duties as assigned

  • Shifts are 3rdshift Sunday-Thursday

Job Requirements:

Education/Certification:

  • Associate degree in Computer Science preferred and/or 2-4 years equivalent work experience in the Information Technology field

Experience:

  • 2-4 years customer service experience preferred

  • Experience working in a team-oriented, collaborative environment

  • Experience working in a fast-paced high demand environment

  • Prior experience handling incident escalations and running collaborative conference call bridges to facilitate rapid resolution of high-priority incidents

Knowledge:

  • Excellent knowledge of common operating systems and software applications

  • Excellent Knowledge of basic computer hardware and end-user desktop environments

Skills/Abilities:

  • Effective interpersonal skills and relationship-building skills

  • Strong oral communication skills

  • Strong customer service skills

  • Ability to provide technical support over the phone, maintaining a professional demeanor

  • Ability to facilitate meetings

  • Ability to present ideas in user-friendly language

  • Proven analytical and problem-solving abilities

  • Ability to effectively prioritize and multitask effectively in a high pressure environment

  • Ability to exercise patience and professionalism during stressful situations

  • Keen attention to detail

  • Understanding of the organization’s goals and objectives

  • Ability to provide the coaching and guidance required for junior technicians of the team

PHYSICAL REQUIREMENTS:

  • Most work is performed in a temperature-controlled office environment or remotely

  • Incumbent may sit for long periods of time at desk or computer terminal

  • Incumbent may use calculators, keyboards, telephone, and other office equipment in the course of normal workday

  • Stooping, bending, twisting, and reaching may be required in completion of job duties

  • May include on-call duties during non-business hours necessary to support 24x7x365 environment

  • Some travel may be required

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity or expression, national origin, disability, or protected veteran status. UNFI is an Equal Opportunity employer committed to creating an inclusive and respectful environment for all. - M/F/Veteran/Disability. VEVRAA Federal Contractor.

Additional Information

  • Additional Locations: United States of America, Minnesota, Eden Prairie

  • Schedule: Full-time

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