OUR STORY:

Ulta Beauty is the largest specialty beauty retailer in the United States and the place for the true beauty enthusiast who gets butterflies as she shops for beauty and experiments throughout our store. We are the only one to provide our guests prestige, mass and salon products and services under one roof – All Things Beauty, All in One Place™. We put our guests at the center of all we do, committing to offer her unrivaled ways to be beautiful in an environment that provides the thrill of exploration and delight of discovery.

POSITION SUMMARY:

This position plays a key role in leading the technical knowledge, training and development for the End User Services team, while providing a high level of technical support and customer service to all Ulta Corporate Associates and embracing all Ulta’s Core Values.

CORE JOB RESPONSIBILITIES:

• Reviews system software updates and identifies those that merit action. Tailors system software to maximize hardware functionality. Installs and tests new versions of system software. Investigates and
• Coordinates the resolution of potential and actual service problems. Prepares and maintains operational documentation for system software. Advises on the correct and effective use of system software.
• Undertakes routine installations and de-installations of items of hardware and/or software. Takes action to ensure targets are met within established safety and quality procedures, including, where appropriate, handover to the client. Conducts tests of hardware and/or software using supplied test procedures and diagnostic tools. Corrects malfunctions, calling on other experienced colleagues and external resources if required. Documents details of all hardware/software items that have been installed and removed so that configuration management records can be updated. Develops installation procedures and standards, and schedules installation work. Provides specialist guidance and advice to less experienced colleagues to ensure best use is made of available assets, and to maintain or improve the installation service.
• Provide level 2 and level 3 incident management support to Corporate associates and management teams.  Handle high-complexity tasks within the incident management system as well as lead and influence team members who are both inside and outside your immediate functional area
• Partner with application development and support teams to address medium-complexity tasks with minimal supervision and influence teams within their respective functional areas
• Be the Subject Matter Expert (SME) for Corporate technology including but not limited to wired network connectivity and topology, wireless connectivity, configuration, setup and troubleshooting of radio frequency devices, laptops, computers and printers
• Directly participate in the management lifecycle of Corporate hardware and software to ensure compliance and continued service including but not limited to service agreements, testing new technology, developing new solutions and documenting changes within the Corporate environment
• Liaises as the routine contact point, receiving and handling requests for support. Carries out a broad range of service requests for support by providing information to fulfill requests or enable resolution. Investigates to provide diagnosis and allocates unresolved issues as appropriate.  Contributes to creation of support documentation.
• Effectively manage all hardware assets within their functional areas staying within annual budgetary restrictions and periodically aid other team members in need of assistance
• Design, configure and provide support for all end user hardware
• Provide level 2 support and application assistance for related software
• Work directly with all ULTA IT peer groups including end user services, network, windows, storage, security and operations teams to deliver exceptional technical support and customer services necessary for all Corporate operations.

ADDITIONAL RESPONSIBILITIES:

• Availability Management: Provides advice, assistance and leadership associated with the planning, design and improvement of service and component availability, including the investigation and remediation of all SLA breaches.  Plans arrangements for disaster recovery together with supporting processes and manages the testing of such plans.
• Incident Management: Undertakes the identification, registration and categorization of incidents.  Gathers information to enable incident resolution and promptly escalates incidents as appropriate. Maintains records and advises relevant persons of actions taken.
• Innovation: Manages, monitors, and seeks opportunities, new methods, trends, capabilities and products to the advancement of the organization. Clearly articulates, and formally reports potential benefits from both structural and incremental change. Promotes and motivates colleagues to share creative ideas and learn from failures.
• Service Acceptance: Engages with technical design, service owners, and/or PMO to ensure correct products are produced, in a timely fashion.  Assesses the quality of project outputs against agreed service acceptance criteria.
• Systems Integration: Defines the integration build and produces a build definition for generation of the software. Liaises with software developers, and creates software builds for loading onto the target hardware from software source code. Configures the hardware environment, produces integration test specifications, conducts tests and records the details of any failures. Applies fault diagnosis relating to moderately complex problems.
• Testing: Documents requirements and specifications and defines test conditions. Assists with identifying test cases and test scripts under own direction, mapping back to requirements. Documents test activities and results. Assists with the identification and reporting of issues and risks.

Requirements

JOB REQUIREMENTS:

• Bachelor’s degree in Computer Science, Information Technology, related field, or applicable work experience
• 5+ years of progressive IT engineering experience, including supporting a Corporate enterprise
• Strong team player with proven experience to lead collaborate effectively
• Excellent communication skills; feels comfortable working with non-technical business partners

• Able to follow-up, follow through and deliver quality and timely results
• Able to manage and prioritize complex issues in integrated enterprise environment

• Able to effectively interact with internal and external business partners with an emphasis on customer service
• Able to prioritize workloads and adjust schedule to meet deadlines
• Solid knowledge of industry best practices and technical systems

• Off-Hours support including on-call rotation participation required
• Minimal travel required (training/conferences)