Colleague, Technical System Support
Posted on: September 25, 2022
As part of Macy's Technical help desk support team in an entry
level position, you will learn how to address issues identified by
Macy's, Inc. users via the ServiceNow ticketing system. Your focus
will be on Macy's Project Management system, a.k.a., the Tango
ecosystem. This includes reviewing all ServiceNow requests
identified as Tango related and determining the best course of
action to resolve the issue.
You will learn how to evaluate each ticket to determine whether the
issue is related to user error or if a problem exists somewhere in
the Tango Ecosystem. If correctable by the user, you will learn how
to advise them how to correct the problem and how to avoid it in
the future. Where the issue is related to a problem in the
ecosystem you will reach out to the appropriate internal & external
partners and manage to resolution.
You will need to become an efficient user of Tango. Work closely
with the Manager - Project Management System to maintain the
production environment, and work with those who are providing
training and updating training materials.
You will work with those who are testing all updates and patches in
the Tango pre-production environment before releasing them into
You must be a strong communicator, collaborator, and a self-starter
with the ability to work with minimal supervision. Communication
and coordination will be required with users across the Macy's,
Inc. enterprise as well as with internal SME's and external
consultants associated with the Tango ecosystem.
You will also work with those who are developing future
enhancements across the Tango ecosystem.
Must be solution oriented, driven to succeed, well organized,
adaptable to change and have the capacity for a sizable workload
managing many issues simultaneously.
- Work with the ServiceNow team in addressing issues related to
the Tango ecosystem in a timely and thorough manner.
- Support the development of future systems and system
- Build partnerships and interact with internal teams. These
include Store Environment internal teams, Capital Control,
Procurement, Capital Planning, Technology, Logistics, Risk
Management and Real Estate.
- Perform other duties as assigned.
- Regular, dependable attendance & punctuality.
- Be comfortable in a remote working environment.
Keywords: Macy's, Cincinnati , Colleague, Technical System Support, IT / Software / Systems , Cincinnati, Ohio
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