Colleague, Technical System Support

Company: Macy's
Location: Cincinnati
Posted on: September 25, 2022

Job Description:

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 production.
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.


Essential Functions:

• 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 enhancements.
• 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