Analyst II - Support Operations Center
Macy's - Lorain, OH

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We are looking for an associate to w

ork on the Support Operations Center (SOC) team of level one support personnel. This role provides support to technical and non-technical remote support personnel in the field by following established procedures outlined in system documentation. Monitors systems using tools and completes shift checklists on a daily basis to monitor system availability. Under general supervision and with minimal assistance from more experienced and knowledgeable analysts, participates in the development of new client server support procedures, support tools selection and maintains documentation to support hardware platforms, client applications, server services, network devices, account administration and operating systems. Provides 1st level support for some mix of the following systems - Windows based services, Lotus Notes, Unix, Windows operating systems, host based services, Point of Sales support systems and related hardware. Independently researches and resolves moderately complex technical problems. Documents standards, daily support procedures, and works with system owners on troubleshooting procedures. Creates and communicates shift and weekly summary reports to management.

MST is the information technology division of Macy's Department Stores.

Macy's Inc. is the nation's largest operator of department stores with over 800 stores in 46 states and eCommerce sites at and MST also supports corporate offices, distribution centers, and credit centers.

If you are looking for a stable IT environment, enjoy being a part of a high-performing team, and meet the following requirements, we are interested in talking to you!

Key Accountabilities


Prepares documentation for standards, support procedures and troubleshooting in support of new technologies, applications OS and NOS by working closely with System Owners

Monitors all key systems / services on a regular basis using established tools and procedures

Completes daily checklists and identifies any exceptions, follows up with system owners and escalates to management as needed

Provides first and second level support for infrastructure, Microsoft and Unix operating systems and related services, Lotus Notes, LAN/WAN, Windows and Unix account management, for Field Services, Divisional Account Managers, third party support desks and regional support personnel

Performs system reboots as requested by system owners and as part of scheduled maintenance

Acts as contact point for vendors during installation, rearrangement and/or removal of equipment when primary system owner is not available

Validates system backups, manages tape rotation as directed, supports tape libraries and related backup systems

Researches, tests, recommends and implements monitoring tools as needed

Develops scripts to automate systems checks and provides summary of results

Manages customer expectations. Keeps the customer aware of updates for critical issues and related business impact. Obtains customer sign off when issue is resolved

Keeps management well informed on a timely basis of progress, status, and concerns for each assignment

Maintains high level of systems knowledge by working with system owners, vendors and attending classes as needed

Effectively communicates ideas and information to peers, management, and customers

May be responsible for training, mentoring, directing, and validating the work of less experienced/knowledgeable analysts

Performs other duties as assigned

Perform account administration procedures for Windows and Unix based systems

Answers phone calls from Macy’s associates with systems issues, providing first line resolution for systems issues reported, and perform maintenance requests

Monitors key systems and escalate issues appropriately

Acts as Event Coordinator for events causing a disruption to Macy’s systems

Partners with application teams to ensure system stability

Ensures compliance with all stated SLAs.

Skill Summary


Bachelor's degree preferred and 2-4 years of related experience or an equivalent combination of education and experience

Must have 3 to 4 years experience with Microsoft Operating Systems or Unix, LAN implementation/support

Must have 1 to 2 years experience with client server applications in a 2-tier and 3-tier architecture

Intermediate level knowledge of DOS commands and batch coding in an NT environment

Intermediate level knowledge of Unix commands and batch coding in a Unix environment

Intermediate level knowledge of MS Office Suite, MS Back Office, Attachmate’s Extra, Pro Comm software

Intermediate level knowledge of client server hardware platforms

General knowledge of LAN/WAN components

Intermediate level technical writing skills (white papers)

Ability to manage resources on small to medium projects

Intermediate level of analytical, problem solving, multitasking, and time management skills with consistent attention to detail. Intermediate level understanding of analytical techniques

Intermediate level functional understanding of the assigned retail business area (logistics, credit, and so forth) and how it interacts with other areas of the business and detail processes. Overall understanding of the MST suite of systems and their interdependence is a plus

Intermediate level leadership, organizational, teamwork, facilitation, and interpersonal skills, with the ability to work across functional lines and at many levels

Intermediate level conflict resolution, negotiation, and consensus building skills

Intermediate level presentation and written and verbal communication skills. Ability to effectively communicate technical issues and solutions to all levels of business

Ability to effectively share technical information and train and mentor less experienced or knowledgeable team members

Experience with HPOpenview, HP Insight, NetIQ, Lotus Notes and Clarify is a plus

Experience in a Network Operating Center is a plus

This position is a day position (7:00AM to 7:30PM) located in Lorain, OH. Shift will be: Sunday, Monday, Tuesday, Alternate Wednesday (3 on 4 off, 4 on 3 off)

Macy's is an equal opportunity employer, committed to a diverse and inclusive work environment.

About this company
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The nation's #1 department store chain has adopted the name of its most famous brand and cash cow: Macy's. Macy's, Inc. operates about 840...