Lead Technology Operations Analyst

Lowes Home Improvement
Mooresville, NC
21 Nov 2024

Vacancy expired!

Lowe's Technology organization believes that in-person collaboration is highly effective and helps build relationships and strengthens our culture. As such, we are leveraging an Open Office approach in how we work, meaning our tech associates will leverage time in the office to focus on highly collaborative activities as well as some remote / work from home time for autonomous endeavors. Each role has different business-driven collaboration needs that will require in-office presence.

Job Summary: The primary purpose of this role is to provide Deployment Management for technology hardware deployment projects, including computer hardware, telecommunications equipment, and networks operating in Lowe's Stores, Supply Chain facilities and other locations. This includes performing deployment management task and coordinator tasks, working directly with hardware providers, installation vendors, stores, IT engineering teams, stakeholders, and other cross functional team members.

With a focus specifically on Field Services, this role provides direct project management support in the form of system setup and installs, and order management to store and supply chain locations. This includes management of the installation of computer systems and networks, as well as supporting small to large-scale technology deployment projects.

In addition, this role provides mentoring, coaching and training as needed to junior staff members across the department.

The individual in this role works the hours and schedule required to support the enterprise and may be on call and/or work alternate schedules to meet the needs of the department. Individuals will typically travel to pilot stores at the start of a deployment project to ensure smooth ramp ups and to refine deployment SOWs.

Key Responsibilities:
  • End to end deployment management of large scale IT Deployment efforts including but not limited to the following:
    • Working with business and technology stakeholders to define project scope
    • Developing cost forecasts for hardware, vendor labor, internal labor, and other project expenses
    • Development of and refinement of standard operating procedures
    • Selection and bidding of vendors to perform work
    • Deployment management plans, and subsequent daily/weekly status of progress regarding the plans
    • Management of all responsible vendors (schedules, performance, quality, etc)
    • Facilitation of meetings (weekly or as needed) to discuss progress, status, issues, etc of projects
    • Financial management of projects through the lifecycle
    • Updates to upper management regarding the status of responsible projects
  • Provides remote or in-person technical support for technology products, including computer hardware, telecommunications equipment, and networks. This may include include involving other more technical parties to assist)
  • Analyzes and prioritizes incoming requests
  • Performs tracking and documentation by entering details of problems, status of service requests, and resolutions into the company tracking system
  • Monitors the resolution of problems to achieve closure; follows up and provides status updates; follows procedures for incident escalation and notification to leadership
  • Interacts with third party hardware vendors by initiating and supporting vendor services as necessary to ensure quality meets contractual obligations
  • Researches recurring problems to identify root causes and collaborates with other IT and business departments to prioritize develop, and implement solutions
  • Manages setup and maintenance of computer systems (Including and/or upgrading hardware)
  • Contributes to and helps maintain the knowledge repository for technical support; documents workarounds for problem records; compiles information (e.g., procedures, installation, configuration) related to new technology; develops standard operating procedures
  • Pass on any feedback or suggestions by customers to the appropriate internal team
  • Coordinates meetings with vendors to resolve service failures or issues
  • Identify and suggest possible improvements on procedures
  • Provides assistance and coaching/training to junior level associates as needed
  • Manages the set up of workstations with computers and necessary peripheral devices (routers, printers etc.)
  • Manages the checks for computer hardware (HDD, mouse, keyboards etc.) to ensure functionality
  • Maintains records/logs of deployment issues
  • Identifies computer or network equipment shortages and places orders
  • Coordinates with third-party support and equipment vendors
  • Manages orders and tracks shipments of technology equipment for the field
  • Participates and/or leads deployment and reset projects to the stores

Minimum Qualifications:
  • Bachelor's Degree in Computer Science, CIS, or related field (or equivalent work experience in a related field)
  • 6 years of IT experience in a support or operations environment working with PC or client/server platforms and/or hardware
  • 2 years of IT support or deployment experience working across multiple platforms or specialty areas
  • 2 years of experience in a leadership role with or without direct reports

Preferred Qualifications:
  • Bachelor's Degree in Computer Science, CIS, or related field
  • 3 years of experience leading technical or project teams with or without direct reports
  • 3 years of experience working in a large matrixed organization
  • 2 years of Lowe's Operations experience
  • 3 years of experience working with third party IT vendors and/or software/hardware suppliers
  • 3 years of IT experience in the retail industry
  • 3 years of experience writing technical documentation or standard operating procedures related to IT technical support or deployment
  • 2 years of work experience in an IT role requiring interaction with senior management

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.