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Technician VII - ISD


Bentonville, AR 72712
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978862BRReq ID:978862BRCompany 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 VII - ISDEmployment Type:Full TimeCity:BENTONVILLEState:ARPosition Description:Assists in the development and implementation of business process improvements by researching and analyzing tickets and customer requests to

identify trends in customer issues; identifying and determining needed process changes to resolve negative trends; documenting, reviewing, and

analyzing 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.

Provides and supports the implementation of business solutions by building relationships and partnerships with key stakeholders; identifying business

needs; determining and carrying out necessary processes and practices; monitoring progress and results; recognizing and capitalizing on improvement opportunities; and adapting to competing demands, organizational changes, and new responsibilities.

Models compliance with company policies and procedures and supports company standards of ethics and integrity by incorporating these into the

development and implementation of business plans; using the Open Door Policy; and demonstrating and assisting others with how to apply these in

executing business processes and practices.

Demonstrates up-to-date expertise and applies this to the development, execution, and improvement of action plans by providing expert advice and

guidance to others in the application of information and best practices; supporting and aligning efforts to meet customer and business needs; and

building commitment for perspectives and rationales.Additional 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 years experience using basic word processing and email software (for example, Word, Outlook).

3 years experience conducting problem or incident management.

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

2 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 LabsDivision Summary:At Walmart, we help people save money so they can live better. This mission serves as the foundation for every decision we make, from responsible sourcing to sustainabilityand everything in between. As a Walmart associate, you will play an integral role in shaping the future of retail, tech, merchandising, finance and hundreds of other industriesall while affecting the lives of millions of customers all over the world. Here, your work makes an impact every day. What are you waiting for?Requisition Template:Home Office
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