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Analyst II Systems – PTAC – Retail Business Services

Food Lion

This is a Full-time position in Chicago, IL posted March 5, 2021.

About Retail Business ServicesnRetail Business Services, LLC, is the services company of Ahold Delhaize USA, currently providing services to six East Coast grocery brands, including Food Lion, Giant Food, GIANT/MARTIN’S, Hannaford and Stop & Shop, as well as the country’s largest online grocery retailer, Peapod.

Retail Business Services leverages the scale of the local brands to drive synergies and provides industry-leading expertise, insights and analytics to local brands to support their strategies with services including Information Technology, Merchandising, Marketing & Sourcing Services, Private Brand Products, Pharmacy Services, Not for Resale, Store Services, Financial Services, Legal Services, Communications, Supply Chain and People Systems and Services.

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n nPosition Title: Analyst II SystemsnPosition Location: Chicago, ILn nWe are seeking top notch, high energy, and positive candidates to help us meet the increasing growth and demand in the online grocery delivery market.

Are you the right candidate for an agile, highly collaborative, modern tool infused, and thriving environment?

Our growing company currently has an opportunity for a professional and experienced individual to fill the role of IT Systems Analyst II on our established Service Delivery team.

The Analyst would be the first level point of contact for our internal clients with all questions and problems related to computer/system issues.

This is an excellent opportunity for the right individual to join an established organization that has experienced significant growth lately.nThe JobnWe are looking for an experienced IT professional to join our 24×7 team.

The official title, Service Delivery Coordinator II, is responsible for providing technical and troubleshooting assistance related to hardware, software, mobile devices, and other technical platforms implemented.

This position has responsibility across the domain and requires a strong knowledge in Infrastructure, Operations, and distributed computing/applications.

The qualified candidate will also assist in the business continuity, disaster recovery, and IT compliance objectives set forth by the management team.

nKey Responsibilities (include but not limited to):n
•Assist Service Delivery Management with process improvement activities & projectsn
•Serve as an escalation point for P1/P2 incidentsn
•Autonomously escalate P1/P2 incidents identified through ticketing & system monitoring n
•Assist with training, coaching, and mentorship of department analysts at the request of Service Delivery management.n
•Responsible for resolution of technical issues involving production applications (e.g.

network outages, failed applications, hardware failures)n
•Support tools/applications to ensure all steps for error recovery have been performed to resolve reported problems prior to escalating to second level support groupsn
•Understand the mechanical systems, software relations, differences, and other functionalities in the appropriate warehouses and shares knowledge with other teams and vendorsn
•Gather detailed information during triage and utilize logical problem-solving skills and techniques to troubleshoot and resolve complex issuesn
•Produce and maintain high-quality documentation that meets applicable standards and is appropriate for its intended audiencen
•Manage and triage all calls opened by self or other team members while prioritizing business impacting issues over day to day end user issuesn
•Escalate complex and/or high priority problems to the appropriate support groups or vendors for resolutionn
•Collaborate with system administrators, network administrators, developers and other internal teams and vendors to maintain appropriate tools, monitoring, reporting and site metrics to track needs and trends for support, issues and capacity changesn
•Write technical documentation for all new systems and processes that affect Infrastructure Environments, as well as train other team members and end users n Requirements Desired Qualifications:n
•CompTIA A+ and/or CompTIA Network+ Certificationn
•MAC O/S and Windows knowledgen
•Knowledge/Experience with Ticket Tracking Systemsn
•Warehouse IT Operation Support experiencen
•Intermediate knowledge of the Linux OSn
•Beginner to intermediate knowledge of Citrix/NetScalern
•Beginner to intermediate knowledge of Microsoft Office 365 Supportn
•O365/Gmail collaborative platformsn
•Familiarity with (but not required) Jira/Atlassian/Slack/n
•Documentation/Technical Writing Skillsn nJob Requirements:n
•Ability to work 10 hour shifts 4 days a week in a 24×7 environment.

•Associate degree or bachelor’s degree preferredn
•1 to 2 years Customer Service experience, or equivalentn
•1 to 2 year of technical experiencen
•CompTIA A+ and/or Network + certification preferred (but not required)n
•Basic understanding of network hardware and softwaren
•Excellent patience, interpersonal and guest service skillsn
•Intermediate knowledge of Windows 10, Windows 7, Microsoft O365, and MAC O/Sn
•Familiarity with Jamf and SCCM a plus n
•Enjoy working with people and place high importance on internal client service satisfactionn
•Must be detail orientedn n#dicejob

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