Job Overview:

Accountable for providing technical expertise on complex systems and software for distribution centers. 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 IT delivery. Maintains service documents and executes performance objectives to ensure service level agreements are met or exceeded. 

 What does it mean to be part of our Information Technology Team?

A role in Information Technology at UNFI involves being a part of the transformation of food for all through many innovative technology products such as myUNFI, our customer ordering platform or our warehouse management systems that optimize service. You will have an opportunity to be a part of the technology journey to transform food for all through collaboration and building solutions across teams that directly contribute to our OneUNFI strategy. Roles include network automation, infrastructure unification and modernization, data services and analytics, and digital offering.

Job Responsibilities:

• Work closely with DC operations to ensure IT policies and procedures are understood and followed. 

• Establish strong working relationships with local DC operations teams, where appropriate attend DC operations management meetings and stay up to date on any local changes that may impact IT operations. 

• 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. 

• Acts as a subject matter expert for complex systems and/or software that ensure our business remains operational. 

• Action as a point of contact for vendor and IT installations at the site. 

• 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. 

• Reviews, approves, and schedules technical changes to the environment; may require change board for review of cross functional changes to environment. 

• Assists 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. 

• 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. 

• Provides technical support and monitoring to complex systems and software tools (ex. Wireless infrastructure, telecom, billing, payments, mainframe processing and office services functions) 

• Partners with Field Service Representatives on unique store or DC problems that arise (ex. slow lanes, warehouse hardware, network, or power issues, etc.) 

• May be required to write ad hoc program requirements, design, test and facilitate implementation. 

• Investigates incidents to find common, repetitive issues and trends that require software fixes. 

• Participates on teams across Technical Services to identify chronic technical problems within their areas. 

• Gathers and analyzes data to develop solutions or alternative methods of proceeding. 

• 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. 

• Oversees costs assigned to applications and service areas as needed. 

• Advises on new systems and software based on technical expertise and may partner, review, or build costing models with Cost to Serve team. 

• 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 Tier 1 Help Desk managers to document and train on new system features and enhancements.

• Defines, trains, and manages compliance for critical IT processes including Change (changing production systems), Incident, Escalation, Release and Problem 

• Key technical associate interfacing with IT and DC leadership 

• Addresses questions, inquiries and concerns surrounding the change control environment, including escalated issues. 

• Provide relevant and timely communications to management. 

• Supports on-site emergency operations as needed.    

• Performs other job duties as required. 

Job Requirements:

Education/ Certifications:

• Bachelor’s degree in the field of computer science, information systems, or software engineering 

Experience:

• 2- 3 years direct experience in IT or supply chain 

• Proven experience in overseeing the direction, development, and implementation of IT solutions. 

 Knowledge:

• Must be able to support an enterprise desktop environment. 

• May be required to write ad hoc program requirements, design, test and facilitate implementation. 

• Technical writing skills to update operational support documentation relating to specific applications or services. 

• Technical expertise of complex systems and software to be able to address questions and concerns around escalated issues and changes. 

• Interview skills to investigate, solve and understand problems across various systems and software versions. (ex. Windows and IBM 4690 OD Environments) 

• Identify patterns in data analysis reports that are created to proactively identify persistent problems. 

• Creates data analysts’ reports. 

• Good project management skills and/or substantial exposure to project-based work structures, project lifecycle models, etc. 

• Excellent understanding of the organization’s goals and objectives 

Skills/ Abilities:

• Stay abreast of the latest thinking, technologies, and security literature. 

• Provide expertise and counsel across all IT technical areas. 

• Flexible and adaptable to learning and understanding new technologies. 

• Effective interpersonal and relationship building skills. 

• Ensures customer satisfaction is maintained. 

• Communicates effectively with non-technical staff and members of interdisciplinary teams. 

• Strong written, oral, and interpersonal communication skills 

• Highly self-motivated and directed. 

• Ability to prioritize and execute tasks in a high-pressure environment. 

• Excellent understanding of department goals and objectives 

• Ability to be discreet with highly confidential information. 

• Ability to shift priorities, demands, and timelines through analytical and problem-solving capabilities. 

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.

Physical Environment/Demands:

• Some travel may be required. 

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

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

• While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms; and talk or hear. 

• Incumbent may use calculators, keyboards, telephone, and other office equipment during normal workday. 

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

About UNFI: We are North America’s premier grocery wholesaler, delivering the widest variety of fresh, branded, and owned brand products to community grocers and retail chains alike. A pioneer in natural and organic foods, we are growing and transforming to meet the needs of an evolving workplace. Our 29,000+ employees work across America in our 50 Distribution Centers and corporate offices. Learn more: Organic, Natural and Conventional Food | Wholesale Food Distributors | UNFI

Benefits: Competitive 401k, Flexible PTO, Health benefits – first of the month following 30 days of employment, mentorship program/developmental opportunities.