It Operations Analyst - Digital

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 seventh in Forbes “World’s Best Employers”.

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 Costco Digital - part of the Costco Wholesale IT family. Costco Digital is a dynamic, fast-paced environment, working through exciting transformation efforts. We are building the next generation digital retail environment where you will be surrounded by dedicated and highly professional employees. We are embarking on a large digital transformation and need team members like you to help us grow to the next level.

Our Digital team is transforming how we deliver solutions and interact with our members across our Mobile, Commerce and Order Management platforms. We have a culture of improvement & learning with a start up mentality and a customer centric approach for our Costco members and our employees. We are looking for talented individuals to join our team and pursue bold ideas and explore growth opportunities.

The IT Operations Analyst is a dedicated resource assigned to the coordination, escalation, communication, and resolution of high priority eCommerce incidents/problems, as well as trend identification, metric definition, and the related efforts to decrease service disruption. Additionally, IT Operations Analysts will define processes and metrics to refine current and define future state eBusiness operations support processes. The individuals in this role own the successful end-to-end tracking and resolution of incidents, which includes managing resolution action plans, measuring service targets, and escalating incidents as required when resolution targets are missed. This role will also run Problem Management and drive Root Cause Investigations for the eCommerce environment.

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

Defines, captures, and validates IT requirements and other artifacts, ensuring appropriate stakeholders are involved.

Develops key team deliverables and dashboards.

Documents and manages risks, issues, assumptions, and constraints impacting operational support efforts.

Develops and coordinates legal/compliance, operational controls, and associated metrics to measure success.

Develops and implements standards, processes, and procedures for new technology solutions; ensures newer solutions will not negatively impact current service commitments.

Manages the incident and problem management process and team members involved in resolving the incident and problem.

Responds to a reported incident and initiates the incident management process.

Remediates the deviation of the current incident management process.

Acts as the point of contact for all major incidents.

Analyzes internal IT customer needs and priorities while initiating operational support and delivery efforts.

Participates in periodic audits for solutions, planning, and delivery functions.

Ensures incidents that are not immediately resolved, are appropriately escalated according to defined service level agreements (SLAs).

Drives to key performance indicators (KPIs); improving metrics and services to our members and stakeholders.

Identifies and reports incident and problem trends and progress.

Ensures timely, clear communication regarding high priority issues with the appropriate stakeholders.

Works closely with the incident owner to ensure incident escalation processes are in-line with the overall incident management processes.

Manages and tracks supplier performance; leverages approved contractual terms for accountability.

Develops and conducts presentations as needed.

Represents the first stage of escalation for incidents.

Monitors and analyzes the incidents reported to ensure that SLAs are respected, RCAs are prepared, and preventive actions are in place.

Identifies, initiates, schedules, and conducts incident reviews.

Ensures users and leadership are informed about the incidents’ status at regular intervals.

Ensures the closure of all resolved and end users confirmed the incident records.

Establishes continuous process performance, activities, roles and responsibilities, and procedures are reviewed and enhanced wherever applicable.

Facilitates collaboration with problem management to ensure successful transition of incidents into problem investigations.

Ensures RCA is prepared and schedules RCA reviews with the teams worked on the incident.

Records all details and timeline of key elements during incident management bridge calls.

Undertakes continual service improvement activities.

Creates, maintains, and reports SLA and KPIs.

Identifies and reports incident trends and progress.

Ensures the team and other stakeholders in the call understand the business impact.

Collaborates with appropriate business and IT stakeholders to determine root cause and problem identification, and as appropriate, enhancement identification for future development work.

Supports eCommerce releases for both pre- and post-release activities.

REQUIRED

Excellent verbal and written communication skills. Ability to create accurate, concise correspondence. Ability to develop and conduct presentations.

Strong proven interpersonal skills and able to work well with people at all levels.

Ability to conduct monthly meetings with stakeholders to drive increased availability in identified trends.

Detail-oriented and strong problem-solving skills, with the ability to analyze a situation for potential future problems.

Organized and thorough, with a dedication for follow through.

Intellectually inquisitive nature with the ability to be open minded to varying opinions.

Responsible, conscientious, and possess a passion for excellence - positive “can do” attitude.

Innovative, creative, and extremely responsive in respect to service quality and ways in which it can be improved.

Highly responsive and available to support business needs, flexing as needed.

Good understanding of corporate IT policies, procedures, and standards.

Knowledge of:

Incident, Problem, Change, and Knowledge Management practices.

IT strategies, customers, and services provided.

Costco’s core business environment related to eCommerce, Merchandising, Warehouse Operations, and company philosophies.

Service analysis and other tools: CARTS+, Google Apps, Smartsheets.

Available for on-call coverage 24X7, to support off-hours work as required, including weekends and holidays, and fluctuates with staffing.

Recommended

Familiarity with ServiceNow.

Experience with statistical analysis and reporting.

Familiarity with multiple Costco business areas from an IT perspective.

Knowledge of the Service Desk or Call Center business processes.

IT Infrastructure Library (ITIL) V3 Foundation certification.

Prior experience with the IT Service Management software.

Required Documents

• Cover Letter

• Resume

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

Pay Ranges:

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

Level 4 - $135,000 - $175,000

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.