Job Details
At DICK'S Sporting Goods, we believe in how positively sports can change lives. On our team, everyone plays a critical role in creating confidence and excitement by personally equipping all athletes to achieve their dreams. We are committed to creating an inclusive and diverse workforce, reflecting the communities we serve.
If you are ready to make a difference as part of the world's greatest sports team, apply to join our team today!
OVERVIEW:
At DICK'S Sporting Goods, we take a people-centric approach to everything we do. Our Athletes, how we refer to customers, and our Teammates, how we refer to our employees, are at the center of every decision we make so that we can provide transformational experiences online, in store, and in sport. When you join Technology at DICK'S Sporting Goods, you're joining a true team that wins together. We help our Athletes and fellow Teammates better their best by innovating solutions to interesting business problems and empowering every Technology Teammate to be an innovator. And, while we work remotely from all over the United States, we provide virtual and in-person events for the team to hangout, from virtual escape rooms to cheering on the Pittsburgh Pirates at beautiful PNC Park.
JOB PURPOSE
Executes and/or monitors automated and manual computer applications. Follows standard operating procedures (SOP) to troubleshoot failures. Escalates failures where no SOP exists. Ability to find and report SOP corrections for future troubleshooting.
RESPONSIBILITIES
Customer Service
Carry out standard customer service activities. Ability to handle both simple and complex enquiries following predefined scripts. Complete requests within a predefined SLA/SLO.
Monitor and Process Job Schedules
Ability to monitor multiple job schedules on multiple systems. Observe dashboards and reach to any job failures and alerts. Ability to restart jobs or end running jobs when requested.
Processes and Procedures
Familiar with the processes and procedures for Computer Operations. Know the structure and can easily find SOPs for failed jobs and alerts. Ability to follow simple and complex SOPs. Escalate issues to L1 - Horizontal Ops.
Change Control Management
Understands the department change control policies. Able to execute simple and complex change control requests and tasks within the change window defined in the change control.
Computer Operations
Has a strong knowledge of the duties and processes of DSG Computer Operations. Be able to complete tasks and create incidents in the DSG ITSM tool. Understands how ITIL is used in DSG's processes. Ability to use Windows OS and MS Office tools to perform duties of Computer Operations. Knowledge of other operating systems that is used at DSG in order to run commands to submit computer jobs.
Ongoing Learning and Development
Develops own capabilities by participating in assessment and development planning activities as well as formal and informal training and coaching; gain or maintain external professional accreditation where relevant to improve performance and fulfill personal potential. Maintain an in-depth understanding of technology and industry best practices through ongoing education and reading specialist media.
Continuous Improvement
Contributes to reviewing existing operations in own area of work and generate new ideas to assist in identifying continuous improvements.
QUALIFICATIONS:
General Education
Computer Trade School or Associate Degree or Higher
General Experience
3+ Years of Experience