Support Analyst - IT International eCommerce

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 eighth in Forbes World’s Best Employers .

If your skills, experience, and qualifications match those in this job overview, do not delay your application.

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. Support Analysts 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 supplier application support, and general user support.

The International eComm department is looking to add a Support Analyst to its Support team to support their Single Instance Platform SAP Commerce solution.

Individuals in this role are expected to have a sound understanding of Incident Management practices to deliver against the established SLAs on the response and resolution of tickets.

The Support Analyst must be proactive in monitoring site alerts and responding to them in a time-sensitive manner to mitigate impacts to the Markets.

Additionally, they must look for continuous improvement and learn through daily activities, willing to get beyond their comfort zone to build knowledge and experience.

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.
• 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.
• Conducts in-depth analysis to increase system performance, quality, and / or efficiency.
• Creates and maintains effective relationships with the business and information technology teams.
• Creates and follows Costco’s IT policies, processes, procedures, and / or regulatory standards.
• Provides 1st Level support to Production issues logged via Jira tickets for eCommerce International Markets.
• Monitors eCommerce Websites using Centralized Dashboards to ensure they are up and operational (24X7X365).
• Logs, tracks, and responds to automated system alerts for critical issues with Websites and Backend systems.
• Triages tickets during the shift using resources available (tools and audit logs) and updates them accordingly.
• Follows execution steps in adherence with the SLA’s agreed to with the Business.
• Responds quickly to P1 Critsit / Site Down issues, executing on critical steps for resolution (i.e., open a conference bridge, send our Incident Notification email, collect critical information and facilitate problem resolution, etc.).
• Improves problem management processes (i.e., Root Cause Analysis documentation, email and SMS notification processes, accurate distribution lists, etc.

and shares with all Market teams.

• Creates processes / checklists / automation that provide ongoing system health checks with a target of keeping the systems up and functioning 24X7X365.
• Creates and maintains a Knowledge Base for teams’ ongoing reference and use.
• Monitors, triages, and escalates Production issues as appropriate to Level 3 / Level 4 Support and Engineering teams.
• Keeps Incident Notification Distribution and SMS Notification lists up to date on an ongoing basis.
• Coordinates issues with 3rd Party systems and communicates effectively with multiple teams.
• Coordinates quarterly audit reviews for PCI (i.e., VPN users, PAN Credit card data, Firewall rules etc.).
• Facilitates and coordinates change approvals for Production releases as required.
• Leads and participates in daily / weekly and monthly All-Hands team meetings.
• Understands and adheres to the Costco Wholesale Mission Statement and Code of Ethics.

REQUIRED

• Prior experience in eCommerce Solutions (SAP Commerce / Hybris), Firebase, Flutter, Mobile APIs, and / or an IT Incident Management / Support role.
• Experience using monitoring tools such as Graylog, Zabbix, AppDynamics, StatusCake or others.
• Excellent verbal and written communication skills with the ability to communicate with all levels of the organization, from senior management to staff level teams.
• Extreme responsiveness with ability to work under pressure in a crisis situation, maintaining a clear sense of urgency.
• Superior work ethic with a positive, can-do attitude.
• Excellent customer service skills and superior telephone etiquette.
• Demonstrated attention to detail and excellent time management.
• Superior collaboration skills.
• Flexibility with the ability to change priorities quickly, focus on new ones without distraction.
• Ability to deal with conflict and work under pressure to meet deliverable commitments.
• Technical aptitude and a passion for learning about new emerging technologies.
• Ability and willingness to travel internationally and adjust work hours to accommodate international teams.
• Scheduling flexibility to meet the needs of the business in a 24x7x365 operations environment - evening, weekend, and holiday work.

Recommended

• 5+ years IT Support experience.
• Higher Education courses in Computer Science or in a related technical field preferred.
• Experience with projects focused on both infrastructures and software solutions.
• Knowledge of French, Spanish, Korean and Mandarin is a plus.
• Proficient in the use of Google products : email, spreadsheet, document, presentation and analytics.

Required Documents

• Cover Letter
• Resume

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

Pay Ranges :

Level 2 - $90,000 - $120,000

Level 3 - $115,000 - $145,000

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.

J-18808-Ljbffr