Engineer: Client Support Center

Team Members joining the CSC Engineering team will have the opportunity to shape the future direction of the team and evolve the tools and processes to drive more value.It is an exciting time to be in the CSC and this team will drive the innovation pivotal to overall success!

As an Engineer CSC you will develop and improve productivity tools to drive business performance across the Client Support Center and in support of key business objectives. You will assist with the development, testing, support, and implementation of technical solutions according to technology best practices and procedures that drive productivity improvement, client satisfaction, issue resolution, and incident reduction at the Client Support Center.You will analyze business needs and identify system and process enhancements that will improve process execution and productivity.

• Day to day operational management, including incident management, intake requests, mailbox monitoring, on call support, and other projects as assigned.
• Act as Subject Matter Expert for CSC team applications and systems, both related to the technological aspect as well as the functional aspects in order to support best practices at the CSC.
• Use system expertise to identify, document, report, and resolve system issues. Responsible for fully understanding the root cause of problems and recommending solutions such as patching, development upgrade, refresh of data or reports, and training or process improvement.
• Design, write, and deliver automated software solutions according to technology best practices in order to improve the recoverability and availability of supported technologies. Gathers and prepares test data as well as helps in the execution of the system test recording defects as they are found. Implements system solutions into production. Schedules, facilitates, and conducts system solution walkthroughs.
• Maintain an excellent level of communication and partnership with various levels of management and team members within the CSC, FRS, Store Operations, and TTS.
• Prepare system solution documentation and provide input for the creation of training documentation and knowledge. Ensure system best practices, training content and knowledge are documented and updated as needed.
• Work with support partners to identify opportunities to shift work to level one support teams for resolution.
• Work in an agile environment as an engineer while understanding different platforms, applications, hardware and infrastructure and how they interact.

MINIMUM REQUIREMENTS:

• Bachelor's degree, equivalent experience, or technical degree/certification
• Two or more years of applicable technology experience
• Strong troubleshooting, problem solving, and analytical skills
• Stays current with new and evolving technologies
• Strong communication and writing skills
• Strong Interpersonal relationship skills
• Proven ability to drive change
• Excellent level of organization and execution
• On-call availability

DESIRED REQUIREMENTS:

• Demonstrated proficiency in SQL, C#, .NET, ASP, ServiceNow and Windows
• Call center support experience
• Development experience in web technologies including JavaScript, CSS, and HTML
• Knowledge of scripting languages and skills to build scripting and automation including Windows PowerShell, Windows Scripting, and Windows Management Instrumentation
• Relational database administrator experience