Provides ongoing systems analysis and support, including installation, customization, maintenance, and troubleshooting of hardware / software systems. Provides technical support and advises on the use of programming tools, database systems, and networks. Provides support to address availability and reliability issues on systems (Windows/Unix/Mainframe) across multiple locations. Evaluates and integrates new operating system versions, drivers, and hardware. Operational responsibilities include remediation of daily incident tickets, system compliance responsibilities, system run enhancement testing and staging, policy / procedure enhancements and adherence, client contact coordination, and operational recommendations. Monitors and tunes the system to achieve optimum performance levels in standalone and multi-tiered environments. Implements appropriate levels of system security. May prescribe system backup / disaster recovery procedures and directs recovery operations in the event of destruction of all or part of the operating system or other system components. Ensures 24x7 after-hour support.

Job Summary

Whole Foods Market attracts people who are passionate—about great food, about the communities they live and work in, about how we treat our planet and our fellow humans—and who want to bring their passion into the workplace and make a difference. The Whole Foods Market Tech Team is looking for people who also want to bring their expertise and passion for technology to drive innovation and support Whole Food’s strategic vision.

The Enterprise Workday Technology Services team is seeking a Technical Systems Analyst to provide support for our Human Resource Systems. This person will provide ongoing technical support for integrations, security, and other technical system issues. process creation and improvement. Monitor application performance to proactively identify issues and perform root cause analysis to identify trends, errors, and solutions to help improve application functionality.
They must possess excellent technical aptitude, written and oral communications skills, and the ability to deal effectively with people in a wide variety of situations. Additionally, they must possess strong analytical skills with demonstrated problem-solving ability. Previous experience exercising initiative, judgment, and diplomacy required. Proven ability to operate in fast-paced situations, successfully handle multiple priorities, and possess a high level of discipline while remaining flexible. They must possess excellent people skills dealing with all levels of a team environment. They must have a drive to constantly improve and have a desire for individual accountability and ownership. Implements appropriate levels of system security.

Responsibilities

• Support Finance applications in Tier 2 and Tier 3 capacity
• Provide guidance and input on process and policy changes throughout the support community
• Provide first-level support and other documentation as necessary to aid in troubleshooting, resolving, or reproducing the end-user issues or escalate as necessary.
• Provide training to other support teams and end-users on new processes and functionality as needed
• Work closely with our technical configuration and integration teams to provide support with system testing and deployment projects
• Accurately identify, evaluate, and prioritize end-user issues, requests, and/or questions.
• Regularly communicate with end-users as to the status of open tickets.
• Review and troubleshoot access and system configuration issues
• Participate and lead SOX compliance activities required for Whole Foods Market systems; Perform compliance walk-throughs and reviews; maintains and suggest edits to controls.
• Create and maintain documentation related to systems, incident resolutions, user-facing support documentation, and work item tracking
• Perform Major Incident Management activities during Priority 1 and 2 incidents
• Support on-call activities after hours and during weekends
• Contribute to a culture of continuous improvement and operational excellence by identifying, championing, and implementing process improvements where appropriate.
• Participate and lead projects related to system improvement, system stability, and automation
• Work with business partners and development teams to identify Problems and plan resolutions
• Work with external vendors on an escalation basis to troubleshoot system issues
• Troubleshoot host environments, following defined protocol in identifying and resolving faults, inconsistencies, and systemic issues
• Provide system evaluation leveraging operational reports and metrics
• Follow escalation and communication protocols
• Implement security, application data maintenance, and configuration; perform deployments

Skills & Experience:

• Extensive experience supporting complex applications and integrations
• Experience with ticketing systems and working within SLAs
• Working knowledge of processes and tools used for system management, problem reporting, change management, and overall system support
• Experience or working knowledge of development, test, and deployment models
• Highly effective communication skills, in both verbal and written form, to effectively convey technical and non-technical concepts to diverse audiences
• Basic understanding of technical and functional concepts.
• Ability to identify and troubleshoot moderately complex issues.
• Ability to develop the automation around integrations, including alerts, auditing, and scheduling.
• Well-organized, able to multi-task, and adheres to deadlines
• Interact with end-users in a professional and courteous manner, providing quality service.
• Responds promptly and accurately to internal and external customers
• Plans, estimates, organizes and monitors small to medium projects
• Builds productive internal and external working relationships

Qualifications:

• 1-2 years experience in Workday Finance or equivalent ERP system
• 2-5 years experience with ticketing systems like Jira, ServiceNow, or Salesforce
• 3-5 years experience supporting complex applications in a retail or similar environment Help Desk experience preferred
• 2-5 years experience in advance RCA and troubleshooting
• 1-2 years experience with application development lifecycle
• Experience with supporting SAAS applications and working with SAAS vendors
• Sound understanding of business and organizational strategies and processes.
• Ability to interpret internal and external business challenges and recommend best practices.
• Ability to lead complex projects.
• Sophisticated analytical skills and the ability to solve complex technical and business problems.
• Ability to influence others at senior levels to adopt a new perspective.
• Bachelor's Degree

At Whole Foods Market, we provide a fair and equal employment opportunity for all Team Members and candidates regardless of race, color, religion, national origin, gender, pregnancy, sexual orientation, gender identity/expression, age, marital status, disability, or any other legally protected characteristic. Whole Foods Market hires and promotes individuals solely based on qualifications for the position to be filled and business needs.