Job ID: R-11349
Position Overview: The Coca-Cola Company is looking for an IT Support Analyst with a strong background in IT operations and customer support, as well as emerging software development talents. The IT Support Analyst provides first-level support to resolve critical issues regarding accessibility and usability of multiple high-visibility products and applications. This role will also be responsible for mobile application release management and support for various internal customers and third-party vendors.
Function Specific Activities:Function Specific Activities:
As a key member of the Marketing Technology team, the IT Support Analyst role will be responsible for the intake and tracking of customer issues for numerous high-visibility products, applications, and websites, and coordinating with Business and IT teams for resolution. You will be a part of a team of “success engineers” facilitating resolution via ticketing systems (Service Now, JIRA), meetings, e-mail, phone, and chat). You will also be expected to provide feedback to IT architects, engineers, developers and product owners to make them aware of recurring issues and suggest improvements to Coca-Cola Global IT products and services.
Function Related Activities/Key Responsibilities
Collaborate with business teams, IT teams (application development teams, infrastructure teams, etc.), and third-party providers throughout incident management and resolution processes
Analyze, triage, and resolve incidents or service requests, and practice blameless postmortems
Communicate with resources involved in resolution to ensure incidents are resolved, requests are fulfilled, and the customer communication is complete
Create a positive customer experience, and build strong relationships through engaged listening and understanding, problem solving, ensuring timely resolution or escalation, communicating promptly on progress, and maintaining a consummately professional attitude
Support products before they go live through activities such as support design consulting, including capacity planning and production support workflows.
Monitor applications, platforms, systems or solutions to proactively identify and resolve issues
Perform problem and trend analysis to identify and correct repetitive problems and increase overall system availability
Document resolutions, processes and procedures, and update knowledgebase articles
Develop new processes and/or solutions to improve the services we provide
Maintain Service Level Agreements (SLAs)
Very strong problem-solving and decision-making skills, and excellent customer service skills
Expertise in setting and managing customer expectations
Ability to apply software engineering approaches to maintain the reliability of high-performing and critical applications and platforms
Operate effectively across development platforms, tools, networks, servers, databases, and other components within IT
Ability to manage time and prioritize, and effectively work within a team environment as well as independently
Strong verbal and written communication skills. Comfortable communicating cross-functionally and across management levels in formal and informal settings
Ability to prioritize tasks and make decisions within established guidelines and policies
Ability to explain technical information in a way that establishes rapport, persuades others and fosters understanding
Ability to adapt to changes, and resolve conflicts
Demonstrated presentation and teaching skills
BS degree in Computer Science/Engineering, Information Technology or related technical field
0-2 years of experience as an IT Operations Engineer, Software Developer, Application Support Analyst or related field
Experience with Service Now and/or JIRA (or other similar ticket tracking programs)
Experience in one or more of the following: Java, HTML, NodeJS
Experience in mobile application release management (iTunes, Google Play, etc.)
Experience with Systems Development Lifecycle (SDLC), Waterfall and Agile Scrum project methodologies
Familiarity with DevOps frameworks
Years of Experience: 1-2 Years Experience
DRIVE INNOVATION: Generate new or unique solutions and embrace new ideas that help sustain our business(encompassing everything from continuous improvement to new product and package innovation).
COLLABORATE WITH SYSTEM, CUSTOMERS, AND OTHER STAKEHOLDERS: Develop and leverage relationships with stakeholders to approximately stretch and impact the System (Company and Bottler).
ACT LIKE AN OWNER: Deliver results, creating value for our Brands, our System, our customers, and key stakeholders.
INSPIRE OTHERS: Inspire people to deliver our mission and 2020 Vision, demonstrate passion for the business and give people a reason to believe anything is possible.
DEVELOP SELF AND OTHERS: Develop self and support others' development to achieve full potential.
GROWTH MINDSET: Demonstrates curiosity. Welcomes failure as a learning opportunity.
SMART RISK: Makes bold decisions/recommendations.
EXTERNALLY FOCUSED: Understands the upstream and downstream implications of his/her work. Tracks and shares external trends, best practices or ideas.
PERFORMANCE DRIVEN AND ACCOUNTABLE: Has high performance standards. Outperforms her/his peers.
FAST/AGILE: Removes barriers to move faster. Experiments and adapts. Thrives under pressure and fast pace.
EMPOWERED: Brings solutions instead of problems. Challenges the status quo. Has the courage to take an unpopular stance.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.