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Technician VI


Bentonville, AR 72712
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Job Details

965629BRReq ID:965629BRCompany Summary:Wal-Mart Stores, Inc. (NYSE: WMT) serves customers and members more than 208 million times per week at more than 8,600 retail units under 59 different banners in 15 countries. With fiscal year 2010 sales of $405 billion, Wal-Mart employs more than 2 million associates worldwide.Job Title:Technician VIEmployment Type:Full TimeCity:BENTONVILLEState:ARPosition Description:

+ identify trends and areas of improvement;

reviewing continuous improvement recommendations; ensuring root causes are identified; partnering directly with business and vendor partners to

resolve issues and improve systems and reporting tools; ensuring knowledge management tools are updated; developing team members; and

implementing business improvements.

Manages and resolves critical Customer incidents, requests, and escalations received through various communications (for example, phone calls,

email, system software, walk-ups) independently by identifying incident and business partner needs; monitoring team and area service level queues;

assisting in issue resolution based on urgency of incident, request, or escalation; assigning, delivering, installing, or enabling assets (for example,

hardware, equipment, software, media, coordinating delivery of new equipment) upon approved request; validating business partner and system

issues and resolutions; partnering with business and vendor partners to resolve incidents, requests, and escalations; and closing requests or problem

tickets upon completion.

Troubleshoots and resolves complex issues (for example Server and Storage Capacity issues) by gathering needed information and formulating an

action plan; running existing and new scripts and commands to resolve issues; interpreting the results to determine further action; utilizing online

documentation, personal experience, and knowledge to troubleshoot issues; providing recommendations to team to speed resolution; and engaging

support teams (for example, contractor teams, vendor partners) as needed to assist in the resolution of issues.

Develops and recommends business solutions to support organizational strategy by providing technical, business impact and business process

subject matter expertise to internal and external partners regarding business initiatives; identifying how to troubleshoot and resolve potential issues

surrounding new business initiatives; assisting in the preparation (for example, how to troubleshoot new technology, how to fix application) of

technicians for new applications and project rollouts; participating in focus rooms during Corporate Impacting incidents; and making recommendations

to leadership.

Complies with company policies, procedures, and standards of ethics and integrity by implementing related action plans; using the Open Door Policy;

and applying these in executing business processes and practices.

Completes work assignments and priorities by using policies, data, and resources; collaborating with managers, co-workers, customers, and other

business partners; identifying priorities, deadlines, and expectations; carrying out tasks; communicating progress and information; determining and

recommending ways to address improvement opportunities; and adapting to and learning from change, difficulties, and feedback.

Additional Preferred Qualifications:

+ Associate's degree in information technology or related field.

3 years experience in information technology or related field.

2 years experience with information technology systems (for example, hardware, software) for stores, distribution centers, and mainframes.

2 years advanced experience with Excel (for example, creating macros, developing formulas, using pivot tables).

1 years experience using basic word processing and email software (for example, Word, Outlook).

1 years experience conducting problem or incident management.

1 years experience working at an information technology call center or service help desk.

1 years experience in project management.

Professional information technology certification (for example, A+, Cisco Certified Network Associate (CCNA), Parallel Sysplex).

Category:Information Technology Hourly/Salary:HourlyShift:0Division:Walmart LabsRequisition Template:Home Office
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