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Job Description

Senior Analyst Resolutions

Job ID 1613247BR Date posted 06/26/2019 Location Mooresville, North Carolina Location Name Mooresville, NC (SSC) Address 1000 Lowes Boulevard Employment Type I Full time Employment Type II Regular Line of Business Corporate Department LWS_USA_Product Management - Stores
The Senior Analyst Resolutions has end-to-end ownership over the health and operational integrity of a product in support of the Lowe's Product Management organization. They proactively monitor and act on issues, insights, KPIs and processes which result in improvement of the employee and customer experience. They ensure product implementations are clearly communicated and executed according to defined processes, with a consistent eye on the customer and associate experience.The Senior Analyst Resolutions will obsess about the customer, have a bias for action, drive to determine root cause and look at the business analytically. He/she will draw on operations experience, managing workflows across the team, while managing priorities against customer and associate impact to deliver results.The Senior Analyst Resolutions will begin to deepen their knowledge within specific products to develop subject matter expertise to deliver product resolution to deliver recommendations and guardrails for automation and optimization within his/her assigned products. His/her primary focus will be on intaking, triaging, monitoring and optimizing issue management with a cross-functional mindset. The Senior Analyst Resolutions will ensure that all issue and defect resolution targets are achieved for his/her product and that his/her is seen as a true partner and subject matter expert within the product organization.This role will be the face of customer and associate issues back to the Product Management teams Responsibilities:Responsible for issue intake and monitoring including monitoring mailbox, taking phone calls, working ITSD queues, working Jira queues (DDI), addressing walk-up inquiries, on-call support, etc.; logs request into system of record (Jira)Responsible for issue triage to develop and begin leveraging subject matter expertise to understand broader omni-impacts; participates in review and/or reassignment of priority based on available data for complex issuesResponsible for issue assignment by identifying cross-functional partners to support the initial assignment  Responsible for issue coordination and management by providing scripted issue resolution with corrective actions to resolve the issue when it is easily identified and/or the resolution is known during triage (ex: cookie issue). This individual also has some autonomy to research and execute a solution without cross-functional dependency (ex: pricing, promotion, availability)  Responsible for issue communication to close the loop with the issue submitter; participates in providing input into issue communication   Responsible for issue resolution to communicate corrective actions to resolve when the issue is easily identified/resolution is known during triage; participates in broader issue resolutions as needed (e.g., executive level issue/senior task)  Participate in issue backlog management to review on-going analysis and resolutions to known issues  Responsible for issue trend monitoring to proactively monitor inbound queues/available tools for actionable changes in defined KPIs  Responsible for developing skillset for release support to represent the business/customer experience at critical decision points  Responsible for developing skillset for release sign-off and readiness by identifying business impacts/outages, participate in demos, user acceptance testing, and accept known issues/defects from Product Management in assigned productResponsible for developing skillset for release communications by learning how to document and communicate business impacts/outages/moratoriums, provide business updates regarding the release status, and provide business updates through available communication vehicles including status updates, defect reports and release newsResponsible for developing skillset to support production changes to review and approve intraday/emergency/expedited changes in product with consideration of the broader omni-channel impactParticipate in weekly rotation of on-call support specific to a 24/7 plan, serving as the secondary/escalated person responsible for initial intake and triage of issuesResponsible for the operational execution of production changes within toolsets that support the operational products. Includes configuration, setup, coding and support for events, product releases, and defect remediation. Beginning to leverage subject matter expertise/deeper understanding of toolset to research and triage defects and/or optimization opportunitiesQualifications: Bachelor's Degree - Business, Marketing, Engineering, Communications/English/Journalism or related field 1+ years Experience in 1 or more of the following: project management, product management, business analysis, program management or product marketing Or 3+ years Experience in 2 or more of the following: project management, product management, business analysis, program management or product marketing Ability to handle high-pressure situations and dynamic environment Excellent oral and written communication skills Demonstrated experience working cross-functionally in a large organization Demonstrated experience working closely with senior leadership Experience in an agile software environment Creative thinker (be willing and able to think outside of the "this is what we've always done" mentality) Excellent time-management and organization skills

Lowe’s is an equal opportunity affirmative action employer and administers all personnel practices without regard to race, color, religion, sex, age, national origin, disability, sexual orientation, gender identity or expression, marital status, veteran status, genetics or any other category protected under applicable law.

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