UNFI / Cub Foods

Job Description

Job Title

Technical Analyst II

Job Code

003712

Reports To

Director Cub Retail Field Services

FLSA Status

Exempt

Department

Cub Retail Field Services

Effective Date

August 2014

Purpose

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 Cub’s Retail Field Services.

Job Responsibilities and Accountabilities

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


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


• Creates data analysis reports, takes proactive steps to identify persistent problems and makes recommendations to management as needed

Outage/Recovery

• 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 IBM 4690 OS Environments)


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


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


• 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

Financial

• Oversees costs assigned to applications and service areas as needed


• Advises on new systems and software based on technical expertise  and may partner on reviewing costing models with Cost to Serve team


• Cost to Serve team in addition:
  
  
  
  • Builds and configures cost models into a third party tool and validates the outcomes are as expected
  
  
  • Works with service teams to determine their cost allocation methods for each service the team provides
  
  
  • Consults and advises as to potential outcomes based on choices
  
  
  • Updates feeds (automatically and / manually) monthly to import the most recent financial data
  
  
  • Assigns costs to applications and service areas as needed
  
  
  
  

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 Tier 1 Help Desk mangers 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

Job Requirements

• Bachelor’s Degree in Computer Science, or a discipline related to assigned business area


• 2-4 years relevant work experience preferred


• Preferred work experience in TS, retail or supply chain organizations


• Possesses good interpersonal skills


• 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


• Must have strong computer skills and be proficient in use of Microsoft Office applications


• Demonstrates basic public speaking and presentation skills


• Demonstrates basic facilitation skills with the ability to drive toward common solutions


• Demonstrates basic interviewing, listening, and observational skills used to identify and define business and technical needs


• Demonstrates basic analytical and conceptual skills used to evaluate information gathered from multiple sources, while reconciling discrepancies


• Demonstrates basic analytical modeling skills (models that clearly and easily communicate concepts to customers)


• Demonstrates effective TS system and business function documentation skills

• 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


• Demonstrates strong facilitation skills with the ability to drive toward common solutions


• Demonstrates strong 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


• Demonstrates strong analytical modeling skills (models that clearly and easily communicate concepts to customers)

Physical Environment

• local travel will be required


• Most work is performed in a temperature controlled office and store environment


• Incumbent may sit for long periods of time at desk or computer terminal when not in stores


• Incumbent may use calculators, keyboards, telephone and other office equipment in the course of normal workday


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