Field Service Technical Analyst at Walgreens

| North Suburbs
!Sorry, this job was removed at 6:44 p.m. (CST) on Tuesday, November 12, 2019

Job Summary
Supports implementation of IT projects, including pre-implementation, infrastructure and post implementation support and maintenance.   Provides technical support for internal Walgreens customers, maintenance & installation technicians for retail locations, corporate facilities, distribution centers and other business groups within the Walgreens family of companies.  Responsible for providing hardware, software, communication and procedural support over the phone and online in an effort to aid business units in operating in an effective and efficient manner.  Provides resolutions to problems in a professional, timely and cost effective manner.  Available for on call support 24X7X365

Job Responsibilities

  • Provides Field Services and project support through actively listening, showing empathy and attention to detail.  Proactively, follows up on problems.  Recognizes consistent Field Services issues and proactively reports these to leadership team. Provides potential resolution suggestions and assists leadership team in delivering solutions.
  • Maintains and applies knowledge of at least 5 Walgreens store technologies using appropriate tools to troubleshoot problems while expanding current support skillset. Independently handles all aspects of major Walgreens systems. Possesses an understanding and ability to work the key links between all systems. Handles complex problems easily engaging appropriate resources when necessary.
  • Identifies hardware, software, procedural and/or communication problems. Identifies trends in incidents and proactively reports to leadership team. Assists leadership team in resolving root cause of trends.
  • Communicates clearly, concisely and precisely verbally and in writing. Writes executive level summaries when needed.
  • Documents and summarizes interactions with Field Services and Vendors, accurately tracks calls and reports purposes into call-tracking system
  • Navigates through a solution database and follows through on prescribed procedures to provide best possible answer for problems.  Works with leadership team to improve the efficiency of the solution database.
  • Works with employees within and outside of the department to ensure the resolution of escalated problems.  Assists with coaching work group members for enhanced team performance.
  • Provides recommendations for solutions around process and procedure improvement. Creates and develops documentation and training materials. Works with leadership team to implement improvements.
  • Resolves basic project related implementation issues. Assists in the mitigation of project risk through use of the risk mitigation plan. 
  • Manages and schedules Roll outs, creates statement of work and tracks inventory orders related to projects.
  • Manages basic project dependencies with suppliers.
  • Adheres to department and company policies, procedures, and expectations particularly service level objectives. Assists in leading work group to meet or exceed expectations particularly in regards to service level objectives.

Walgreens, one of the nation's largest drugstore chains, is included in the Retail Pharmacy USA Division of Walgreens Boots Alliance, Inc., the first global pharmacy-led, health and wellbeing enterprise. More than 10 million customers interact with Walgreens each day in communities across America, using the most convenient, multichannel access to consumer goods and services and trusted, cost-effective pharmacy, health and wellness services and advice. Walgreens operates 8,175 drugstores with a presence in all 50 states, the District of Columbia, Puerto Rico and the U.S. Virgin Islands. Walgreens omnichannel business includes Walgreens.com. Approximately 400 Walgreens stores offer Healthcare Clinic or other provider retail clinic services.

As the neighborhood drugstore and retailer, our goal is to make health and happiness simpler, easier and within reach. And we remain a trusted wellness provider offering convenient access to important health services, such as immunizations and an array of pharmacy services that can help patients improve their health. To our team members, Walgreens represents a unique opportunity to excel in their careers in a welcoming and inclusive environment. We offer the chance to work in a truly supportive environment, and be a part of a progressive organization dedicated to the well-being of our customers, team members and the communities we all call home.
 

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External Basic Qualifications

 

  • Bachelor’s degree in Computer Science or Engineering OR an Associate’s Degree in Computer Science or Engineering and at least 3 years of experience supporting IT Hardware and Network Support OR a High School Diploma/GED and at least 6 years of experience with IT Hardware / Networking Support
  • IT Field Service experience supporting, repairing and implementing technology solutions.
  • Experience planning, implementing, testing and troubleshooting IT system hardware
  • Experience supporting remote users over the phone or online with printers, PC hardware, network, wireless, server and IT Services in various environments.
  • Experience in the use of a trouble ticket call answer system, such as Remedy or similar type system.
  • Experience participating in formal projects and reporting on progress of the project.
  • Experience communicating technical information to non-technical audiences.
  • Experience identifying operational issues and recommending and implementing strategies to resolve problems.
  • Experience writing technical documentation and building process diagrams
  • Willingness to work non-regular hours, which may include weekends, holidays, and/or nights.
  • Willing to travel up to 25% of the time for business purposes (within state and out of state).

Preferred Qualifications

 

  • Intermediate level skill in Microsoft Excel (for example: TEXT Functions, DATE Functions, LOOKUP functions and MATH functions). 
  • Basic skill level in Microsoft PowerPoint (for example: inserting, rearranging, hiding and deleting slides, navigating between slides, increasing list level, adding, centering and editing text, changing views, inserting a table or a note, moving objects, printing outline view and/or running a slide show).
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Technology we use

  • Engineering
  • Product
    • .NETLanguages
    • JavaLanguages
    • JavascriptLanguages
    • PythonLanguages
    • SqlLanguages
    • MVCLanguages
    • AngularJSFrameworks
    • HadoopFrameworks
    • Node.jsFrameworks
    • SparkFrameworks
    • SpringFrameworks
    • CassandraDatabases
    • HBaseDatabases
    • HiveDatabases
    • Maria DBDatabases
    • OracleDatabases
    • RedisDatabases
    • SQLiteDatabases
    • Google AnalyticsAnalytics
    • OptimizelyAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • Aha!Management
    • BasecampManagement
    • ConfluenceManagement
    • JIRAManagement
    • Microsoft ProjectManagement
    • TrelloManagement

Location

Developed and diverse suburb in N.Chicago. Opening our new Tech Office downtown at the Old Chicago Post Office in January 2020!

An Insider's view of Walgreens

What’s the vibe like in the office?

You can expect to be challenged, every day. You can also expect an extraordinarily diverse environment of collaborative professionals who are putting their talents together to fulfill the vision and mission. There are plenty of opportunities to make an impact, to grow and to learn with the team. The future of Technology is bright at Walgreens!

Carlos

Director, RunOps

What does your typical day look like?

I'm a part of the product management team where I oversee the development of complex products. A typical day for me involves juggling multiple product lines, I could easily find myself working with designers to craft mockups, defining requirements for developers, tracking development processes, or running usability tests to drive product forward.

Katrina

Sr. Business Analyst

What makes someone successful on your team?

I think the most successful individuals are those who possess two key skills 1) the ability to quickly learn and synthesize information and 2) the ability to adapt to constantly changing challenges. Given the extremely complex nature of our industry,

Emmanuel

Sr. UX Designer

How do you empower your team to be more creative?

In Rx Engineering, we are building the largest pharmacy software product suites in the industry. Innovation and quality is our DNA. We nurture through our “COOL” culture to build curiosity in new solution. We are challenged and fascinated with courage every day about this engineering journey which will change our customers’ life.

Ronnie

Director – Solution Engineering & QE

How do your team's ideas influence the company's direction?

We are faced with a host of rapid changes occurring in the healthcare and retail landscapes.. To make the most of these changes, Walgreens is adapting to the fast moving technology world of today and is committed to deploying cutting edge solutions to support our business and customers.

Doug

Senior Product Manager, Pharmacy and Retail Operations

What are Walgreens Perks + Benefits

Walgreens Benefits Overview

Walgreens offers a wide variety of benefits to eligible team members designed to support your physical, financial, and emotional well-being while helping you balance work and life. In addition to company-paid life insurance and voluntary life & personal accident insurance, the benefits below are available to our team members. To learn more visit https://jobs.walgreens.com/benefits.

Culture
Volunteer in local community
Walgreens is proud to be a Corporate Social Responsibility leader, setting the pace on some of the most important issues of our day, and our IT and digital teams are no exception.
Partners with Nonprofits
Money raised through Red Nose Day supports programs that keep children safe, healthy and educated in America and around the world.
Friends outside of work
Eat lunch together
Intracompany committees
To learn more visit https://jobs.walgreens.com/it-culture
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Diversity
Dedicated Diversity/Inclusion Staff
Highly diverse management team
Every day, in a multitude of ways, the foundational principles of integrity, respect and fair dealing embraced by our founder Charles R. Walgreen inspire us.
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Walgreens employees can contribute up to $500 annually to their FSA.
Disability Insurance
Disability insurance covers 6 weeks at 100% base pay, 6 weeks at 50% base pay. 50% benefit may be supplemented by PTO, frozen sick, or frozen vacation.
Dental Benefits
For dental coverage, you may choose from four plan levels ranging from a basic-only option to those with orthodontia and other major service coverage.
Vision Benefits
There are three levels of benefits for vision coverage ranging from an exam-only discount option to an enhanced PPO with both in and out-of-network benefits.
Health Insurance Benefits
You have access to competitive coverage options through the Benefits Support Center, which is the Walgreens private corporate exchange.
Life Insurance
Benefit-eligible team members are eligible for company-paid term life insurance at a benefit equal to: • 1.5 times annual base salary and $25,000 for all other hourly-paid team members
Wellness Programs
Onsite Gym
Team workouts
Walgreens team fitness initiatives include Sponsored race teams like the JP Morgan Chase Run.
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Walgreens provides employees with a 401(k) matching plan called the Walgreen Profit Sharing Plan. After completing one year, we match 4% of contributions $1 for $1.
Employee Stock Purchase Plan
After 90 days of service and an average of 20 hours worked per week, you are eligible to purchase WBA stock at a 10% discount off market value.
Performance Bonus
You are eligible for a corporate bonus subject to approval by the Board of Directors (unless you are covered under another bonus program).
Child Care & Parental Leave Benefits
Child Care Benefits
Generous Parental Leave
Remote Work Program
Our remote work program includes work from home. Work remotely 2 days per week and/or work remotely on occasion as needed.
Family Medical Leave
Vacation & Time Off Benefits
Paid Holidays
Perks & Discounts
Casual Dress
Commuter Benefits
The Transportation Benefit Plan allows you to save money by paying for your transportation and parking needs with before-tax dollars and payroll deductions.
Game Room
Our game room includes Ping Pong, Foosball.
Parking
We offer employees Free on-site garage parking.
Professional Development Benefits
Lunch and learns
Renewal host weekly Lunch and Learns on topics selected by our team.
Promote from within
Customized development tracks

Additional Perks + Benefits

Walgreens offers a wide variety of benefits to eligible team members designed to support your physical, financial, and emotional well-being while helping you balance work and life. To learn more visit https://jobs.walgreens.com/benefits.

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