Job Overview:

Accountable for providing subject matter and technical expertise on complex systems and software for assigned business area.   Serves as point person for preventing, diagnosing, and resolving issues in areas of expertise. Supports and analyzes complex technical systems and issues in various areas of the enterprise. Provides in-depth analysis and oversight around application system, system optimization and resource utilization to support optimal Technical Service delivery. Maintains service documents and executes performance objectives to ensure service level agreements are met or exceeded within UNFI / Cub Technology Services.

Job Responsibilities: 

Subject Matter Expertise

• Acts as a subject matter expert for complex systems and/or software that ensure our business remains operational.
• Utilizes technical expertise over complex systems and software to address questions, inquiries and concerns surrounding the change control environment, including escalated issues.
• Assists with the review of applications, systems, or technical services to identify risks, optimize opportunities and makes recommendations to leadership based on findings.
• Establishes monitoring processes across system(s) to identify risks, trouble shoot problems and builds or configures solutions (Service Desk Tickets, Illinois Wholesale Tickets, and Cherwell Tickets)
• Creates data analysis reports, takes proactive steps to identify persistent problems and makes recommendations to management as needed.
• Supports Users at both the Stores and SSC (Store Support Center)

Outage/Recover

• Acts as a technical subject matter expert in the resolution of outages or high priority incidents
• Drives recovery when systems are down by coordinating work efforts between Tier 1, Tier 2, Tier 3, Tier 4 response teams and various vendors.

Integration

• Assists with the integration of new hardware or software features, including new products or services
• Builds technical integration and automates feeds/interfaces to and from different tools and systems.
• May be required to write ad hoc program requirements, design, test and facilitate implementation.

Systems Support/Monitoring/ Troubleshooting

• Accountable for ongoing definition and support of service portfolios, catalog items, functionality and change schedules for each of the technical service application and infrastructure teams.
• Oversees updates of operational support documentation relating to specific applications or services
• Provides technical support and monitoring to complex systems and software tools (ex. Wireless infrastructure, telecom, billing, payments, mainframe processing and office services functions)
• Investigates and solves problems across various systems and software versions (ex. Windows and Various Store Applications IE, DSD (Direct Store Delivery), SVHarbor, POS (Point of Sale)
• Partners with Field Service Representatives on unique store or Support Center problems that arise (ex. slow lanes, PC / Laptop Issues, network / phone, or power issues, etc.)
• Participates with teams across Technical Services to identify chronic technical problems within their areas (Works closely with Pharmacy IT Teams)
• Drives resolutions of chronic problems as needed by bringing together multiple organizations and teams at once.
• Provides technical expertise to offshore teams in the form of escalations, knowledge explanations/refinement, and symptom resolution.
• Monitors technical environment and validates any system updates and additions or changes to security/access.
• Provides 24/7 on call support as relevant to the role (On-Call rotation with other Field Services Members)

Training

• Creates knowledge management resources and training for when new features are introduces into the technical environment, trains on processes, expectations and updates of operational support documentations.
• Partners with Retail Field Services Team to document and train them on new system features and enhancements

Compliance

• Defines, trains, and manages compliance (including SOX) for critical TS processes including Change (changing production systems), Incident, Escalation, Release and Problem
• Addresses questions, inquiries and concerns surrounding the change control environment, including escalated issues.

Additional Responsibilities:

• Provides work direction for lower-level Technical Analysts.
• Acts as a technical resource for lower-level Technical Analysts. 
• Investigates incidents to find common, repetitive issues and trends that require software fixes (Helpdesk
• Problem management/call reduction - analyzes metrics for call trends and working to help facilitate resolution to chronic issues.
• Gathers and analyzes data to develop solutions or alternative methods of proceeding.
• Works with Tier 4 or Vendor to package fixes; navigates the change process to implement solutions in stores.
• Thoroughly investigates incidents escalated by lower-level associates; solves, documents and trains other associates on the solution.
• Works with Project Managers on rollouts and store openings and closings
• Ensures new projects and changes have proper support for transitions.
• Manages updates, access granted, and training provided (may provide direct training, create training materials or train the trainer)
• Project Management activities; includes pilot locations for new corporate systems and/or processes.
• Broad based support for complex systems or areas
• Key technical associate interfacing with business unit leadership
• Trains new associates may provide advanced mentoring.
• Provides daily work direction for team members in lower levels, input to performance appraisals.
• Provides training and work direction for vendor staff augmentation resources.
• Leads facilitation of resolution to chronic issues
• Participates in large/complex scale Project Management activities.
• Advanced level of support for complex systems or areas (such as CA Service Desk, Armada/data bases, BARR, Datapump, Teredata, FoxPro, Easytrieve) 

Performs other duties as assigned.

Job Requirements:

Education/ Certifications:

• Bachelor’s degree in computer science, or a similar field. 

Experience:

• 6-8 years relevant work experience preferred.
• Preferred work experience in TS, retail, or supply chain organizations
• Preferred work experience in the basic foundations for project methodology, ITIL and/or other continuous improvement tools.

Knowledge/Skills/ Abilities

• Excellent written and verbal communication skills, strong customer focus and demonstrated ability to work in geographically dispersed teams.
• Ability to manage competing priorities.
• Ability to effectively adapt to rapidly changing business needs and leverage technology in support of the needs.
• Demonstrates strong computer skills and be proficient in use of Microsoft Office applications.
• Knowledge of the assigned business area and clear comprehension of their business objectives, challenges, and ways to use technology to address them.
• Possesses excellent interpersonal skills.
• Excellent written and verbal communication skills including ability to present to and influence others.
• Ability to effectively adapt to rapidly changing business needs and leverage technology in support of the needs.
• Ability to track project status and maintain substantive dialogue with many project managers, both within TS and the business functional area (project management experience helpful)
• Demonstrates strong public speaking and presentation skills.
• Demonstrates knowledge of and concern for the area’s business needs and priorities.
• Must have a strong customer focus and demonstrated ability to work in geographically dispersed teams.
• Strong analytical skills with the ability to ensure adherence to concepts and theories for various projects.
• Ability to coordinate, organize and lead meetings and/or activities.
• Effectively communicates concepts, systems, and procedures in a training environment.
• Demonstrates the ability to influence or persuade individuals and teams to create alignment and drive outcomes.
• Working knowledge of enterprise-wide technology, equipment, and/or systems.
• Knowledge of the assigned business area and clear comprehension of their business objectives, challenges, and ways to use technology to address them.
• Ability to effectively adapt to rapidly changing business needs and leverage technology in support of the needs.
• Ability to track project status and maintain substantive dialogue with many project managers, both within TS and the business functional area (project management experience helpful).
• Demonstrates advanced facilitation skills with the ability to drive toward common solutions.
• Demonstrates advanced interviewing, listening, and observational skills used to identify and define business and technical needs.
• Demonstrates strong analytical and conceptual skills used to evaluate information gathered from multiple sources, while reconciling discrepancies.
• Demonstrate strong analytical modeling skills (models that clearly and easily communicate concepts to customers)
• Demonstrates effective TS system and business function documentation skills.
• Demonstrates ability to work under the direction of functional managers.
• Demonstrates the ability to bring applicable project aligned groups together and facilitate cross-group issues and potential competing priorities.
• Demonstrates ability to resolve complex problems, obtaining advice from key subject matter experts as needed.

Work Environment:

Onsite Role:

• This position requires the associate to perform all duties at one of our UNFI locations, such as a distribution center or office.
• This position may require the associate to travel to company offices, distribution centers, or other locations for specific meetings or other business reasons.
• Travel is required up to 60-70% to CUB stores for this position.

Physical Environment/Demands:

Office Roles:

• Most work is performed in a temperature controlled office environment. 
• Incumbent may sit for long periods of time at a desk or computer terminal.
• While performing the duties of this job, the employee is regularly required to sit; reach with hands and arms, and talk or hear.
• Incumbent may use calculators, keyboards, telephones, and other office equipment during a normal workday.
• Stooping, bending, twisting, and reaching may be required in the completion of job duties. 

The above statements are intended to describe the general nature of the work performed by the employees assigned to this job. All employees must comply with Company policy and applicable laws. The responsibilities, duties and skills required of personnel so classified may vary within each department and/or location.