Field Services  

This position is responsible for the operation of a department. An individual in this position will be expected to perform additional job-related responsibilities and duties as assigned and/or necessary.

What we you do:

Essential Functions

An individual must be able to successfully perform the essential functions of this position with or without a reasonable accommodation.

Assists in the development and implementation of business process improvements by researching and analysing tickets and customer requests to identify trends in customer issues; identifying and determining needed process changes to resolve negative trends; documenting, reviewing, and analysing current processes and procedures to determine needed changes; making recommendations on process improvements; implementing needed changes; and providing training sessions and individual on-the-job training, and sharing best practices with team members.

Responds to system and production interruptions and delays by assigning incoming requests to team members; escalating requests to other teams as required; validating reported customer and system issues; troubleshooting issues using all appropriate commands; reviewing requests periodically to determine correct priority; ensuring escalated and assigned tickets and requests are completed; collaborating with second-level support groups; identifying opportunities for improvement to technical capabilities for second-level support groups; holding teams accountable for issue resolution; and ensuring agreed upon timelines are upheld and matters are resolved.

Assists in project implementation by collaborating with management to assist in the development of project plans; setting priorities for department (for example, evaluating whether to address escalations first or assist in Corporate Impacting incident); providing feedback regarding system improvements or solutions to prevent negative impact to the customer; communicating project status and implementation to team members; identifying areas of opportunity during implementation and reporting them to the development team; and supporting the development and implementation of training classes.

Competencies

An individual must be proficient in each of the competencies listed below to successfully perform the responsibilities of this position.

Customer/Member Centered: Meet Internal and External Customer/Member Needs - Identifies the requirements, expectations, and needs of customers/members. Supports and aligns with initiatives, goals, and actions focused on improving customer/member service. Addresses the concerns and issues of internal and external customers/members. Uses customer/member data, analyses, and insights to improve customer/member-related decisions.

Judgment: Demonstrate Professional Judgment - Researches and integrates relevant information and data, and uses expertise to make recommendations or decisions. Identifies and applies sound, fact-based criteria in setting priorities and making decisions. Uses business measures and analyses to identify improvement opportunities. Probes and looks beyond symptoms to determine the root causes of problems and identify possible solutions.

Execution and Results: Focus on Execution and Results - Aligns and pursues work activities to achieve the mission and business priorities of the organization. Shares information, practices, and resources across functions, organizations, and locations to improve performance. Effectively uses existing processes and tools to achieve performance objectives. Uses and explains major process steps to manage time, resources, and challenges to meet goals.

Planning and Improvement: Plan for and Improve Performance - Develops and implements plans, practices, and processes to better achieve organizational goals. Develops contingency plans to manage or eliminate potential problems. Identifies and recommends ways to continually improve and streamline processes and practices.

Influence and Communicate: Build Influence - Develops and presents logical, convincing reasons in support of one's perspectives and initiatives. Proactively shares relevant information and timely updates with appropriate people. Listens attentively and asks questions to ensure understanding. Researches information for and prepares documents and presentations that effectively convey relevant information in a timely manner.

Ethics and Compliance: Model Ethics and Compliance - Complies with policies and procedures. Demonstrates ethical performance. Supports efforts to enforce compliance with policies and procedures.

Adaptability: Adapt Professionally - Demonstrates creativity and strength in the face of change, obstacles, and adversity. Adapts to competing demands and shifting priorities. Updates and shares knowledge and skills to keep current in one's area of expertise. Embraces change and supports its implementation.

Build Relationships: Form Relationships - Builds trusting, collaborative relationships and alliances across functional and organizational boundaries. Relates to others in an accepting and respectful manner, regardless of their organizational level, personality, or background. Collaborates with people from diverse backgrounds, experiences, and functional areas to discover new perspectives.

Physical Activities

The following physical activities are necessary to perform one or more essential functions of this position.

Enters and locates information on computer.
Presents information to small or large groups and individuals.
Communicates effectively in person or by using telecommunications equipment.
Creates documents, reports, etc., using a writing instrument (such as a pencil or pen) or computer. Visually verifies information, often in small print.
Reads information, often in small print.

Entry Requirements

Preferred Qualifications

• Associate's degree in information technology or related field.
• 4 years’ experience in information technology or related field.
  3 years’ experience with information technology systems (for example, hardware, software) for stores, distribution centers, and mainframes.
• 3 years’ advanced experience with Excel (for example, creating macros, developing formulas, using pivot tables).
  2 year’s experience using basic word processing and email software (for example, Word, Outlook).
  3 – 5 year’s experience conducting problem or incident management.
• 3 year’s experience working at an information technology call center or service help desk.
• ITIL 4 Certification
• An Engineering Degree - B.E/B.Tech/MS in any stream
• 7-10 years of relevant experience, Minimum of 7 years of experience with major incident handling.
• Hands on experience in managing operations teams.
• Previous experience on leading a team would be added advantage.

About Global Tech.

Imagine working in an environment where one line of code can make life easier for hundreds of millions of people and put a smile on their face. That’s what we do at Walmart Global Tech. We’re a team of 15,000+ software engineers, data scientists and service professionals within Walmart, the world’s largest retailer, delivering innovations that improve how our customers shop and empower our 2.3 million associates. To others, innovation looks like an app, service or some code, but Walmart has always been about people. People are why we innovate, and people power our innovations. Being human-led is our true disruption. We are people-led and tech-empowered. We train our team in the skillsets of the future and bring in experts like you to help us grow. We have roles for those chasing their first opportunity as well as those looking for the opportunity that will define their career. Here, you can kickstart a great career in tech, gain new skills and experience for virtually every industry, or leverage your expertise to innovate at scale, impact millions and reimagine the future of retail

Flexible, hybrid work:

We use a hybrid way of working that is primarily in office coupled with virtual when not onsite. Our campuses serve as a hub to enhance collaboration, bring us together for purpose and deliver on business needs. This approach helps us make quicker decisions, remove location barriers across our global team and be more flexible in our personal lives.

Benefits:

Beyond our great compensation package, you can receive incentive awards for your performance. Other great perks include a host of best-in-class benefits maternity and parental leave, PTO, health benefits, and much more.

Equal Opportunity Employer:

Walmart, Inc. is an Equal Opportunity Employer – By Choice. We believe we are best equipped to help our associates, customers, and the communities we serve live better when we really know them. That means understanding, respecting, and valuing diversity- unique styles, experiences, identities, ideas, and opinions – while being inclusive of all people.

The above information has been designed to indicate the general nature and level of work performed in the role. It is not designed to contain or be interpreted as a comprehensive inventory of all responsibilities and qualifications required of employees assigned to this job. The full Job Description can be made available as part of the hiring process.