Analyst, Systems
Gamestop, Inc.

Job Info

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Description:

SUMMARY:

Working with general supervision, the IT Support Supervisor, will work in a leadership capacity to ensure the day-to-day functions of the assigned IT Team by assisting the IT Store Support systems manager in addressing escalations, maintaining scheduling, allocating resources to maintain optimal levels, hiring new staff ( contractors and permanent), and providing coaching for agents requiring it. This position may also require additional responsibilities as assigned by the IT Store Support systems Manager.

ESSENTIAL JOB DUTIES AND RESPONSIBILITIES*

* Ensure customer satisfaction by responding to calls and emails escalated to Service Support Team management.

* Conduct escalated problem determination when first level is unable to achieve resolution.

* Manage relationships in a manner acceptable to others and to the organization; adhere consistently with all organizational policies related to our respectful workplace.

* Demonstrate a consistent commitment to field-focused service by prioritizing field-based requests, responding quickly and favorably to field-based feedback, by minimizing tasks, and proactively seeking ways to help store teams focus on customer service as productively as possible

* Work collaboratively with others within and outside of his or her function to achieve goals, simply processes, reduce costs, prevent loss, and to ensure that work is completed safely, accurately, and on time.

* Support the relationship with Managed Service Providers.

* Ensure problem resolution by tracking escalated problem assignments to support team resources, vendors, and other IS staff, and by keeping the customer updated on the status of problem resolution.

* Maintain technical knowledge base, troubleshooting process flows, and create new documentation as needed.

* Model the behaviors expected of all GameStop leaders including, but not limited to, a drive for results, with a demonstrable bias for action; high levels of emotional intelligence, maturity, and professionalism; giving, receiving and responding to feedback effectively; a consistently high service orientation; and demonstrable commitments to diversity, inclusion, a respectful workplace, and integrity

* Drive outstanding business results through traditional management functions including, but not limited to, sourcing and selecting talent, coaching and development, workforce and project scheduling, performance assessment, and general talent planning.

* Create a productive, collaborative work environment by developing a common vision, setting clear objectives, facilitating teamwork, recognizing and rewarding outstanding performance, encouraging risk tolerance, and maintaining open communications.

* Build organizational capability through continuous improvement activities; originate action to improve existing conditions and processes; identify improvement opportunities, generate ideas, and implement solutions

* Identify, track, and report meaningful performance/progress metrics, and support the team with achieving performance goals

* Actively build the capability of others through relevant, timely balanced feedback; coaching and teaching, encouraging mentoring relationships; and using recognition and rewards to reinforce desirable behaviors

RELATED COMPETENCIES

* Building a Successful Team- Using appropriate methods and a flexible interpersonal style to help build a cohesive team; facilitating the completion of team goals.

* Coaching- Provide timely guidance and feedback to help others strengthen specific knowledge/skill areas needed to accomplish a task or solve a problem.

* Information Monitoring- Establishes ongoing procedures to collect and review information needed to manage an organization or ongoing activities within it.

* Technical/Professional Knowledge & Skills- Having achieved a satisfactory level of technical and professional skill or knowledge in position-related areas; keeping up with current developments and trends in areas of expertise.

BASIC AND PREFERRED QUALIFICATIONS (EDUCATION and/or EXPERIENCE)

* 4 or more years of related experience required

* Accredited Bachelor's required; at least one year of additional related experience may be considered in substitution

* MS Certification a preferred

* A+ Certification required or in process (to be completed within a year of hire / promotion date)

* Network+ Certification required or in process (to be completed within one year of hire / promotion date)

* 1 or more year of Help Desk experience supporting at least 1,000 users required

MINIMUM QUALIFICATIONS, JOB SKILLS, ABILITIES

* Proficient in common computer applications including Microsoft Word and Excel.

* Must be available for 24x7 on-call responsibilities in support of the Store systems support team. Must be able to work additional hours, including nights, weekends and holidays during peak seasons and when special projects are required

* Working knowledge of the day-to-day operating environment, available tools, operating techniques, and store procedures

* Working knowledge of operating systems, desktop hardware, point of sale systems, software, and peripherals

* Proficient customer service skills and a working knowledge of store procedures

* Proficient knowledge of call center environments.

* Proficient ability to troubleshoot technical issues and coordinate getting them corrected

* Proficient ability to escalate issues to management to ensure optimum network and service desk performance

* Proficient knowledge of Cherwell, or other similar ticketing software.

* Demonstrated capacity for gathering/scrutinizing data to identify issues, opportunities, patterns, and sustainable business solutions

* Working ability to effectively coach, develop, retain, train, hire, and discipline others in order to produce a successful team

* Possess strong verbal and written communication skills, and interact effectively at all levels within the organization

* Proficient knowledge of Windows-based business computers and Microsoft Office programs; specifically, Access, Excel, Outlook, PowerPoint and Word

* Demonstrated ability to model customer-focused behaviors leading to outstanding customer experiences

* Consistently demonstrates a commitment to GameStop policies and procedures, including but not limited to, attendance, confidentiality, conflict of interest, and ethical responsibilities

* Work with minimal direct supervision.

 

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