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Perform advanced technological systems support and general problem solving and assistance on diverse software applications and hardware systems for escalated inquiries or issues. Work closely with Product and Project teams to gain understanding of and provide support for critical business applications. Demonstrate ability to prepare and/or execute test plans, test scripts and test cases on business operating applications software releases and fixes. Participate in project and enhancement initiatives to ensure operational readiness at go-live, identifying operational readiness risks and reviewing mitigation solutions. Serve as the technical liaison between multiple development teams, user communities, and customers. Help drive critical level incidents to resolution following industry and Discount Tire best practices. Provide individual and/or group instruction and training for Level 1 and Level II and other support teams on new products or services being rolled out to the enterprise. Demonstrate Subject Matter Expertise on specific software, hardware, or application, provide cross training for other team members, and act as point of contact person. Demonstrate advanced knowledge to support and troubleshoot the following: store systems, desktop apps,, iSeries, SAP, and along with any future apps introduced to the enterprise. Develop innovative ideas to promote efficiencies and implement automation applied to systems and technology. Create or review instructional documents and knowledge articles for business applications and processes. Answer and handle after-hour calls to include weekends and holidays to provide support or troubleshoot application and database issues on a rotating schedule. Compete work in a timely and accurate manner while providing exceptional customer service. Collaborate with other departmental personnel to ensure a team effort working well and diligently with them and providing prompt customer service. Demonstrate advance knowledge of ITIL processes and procedures. Other duties as assigned.
Requires 36 months of IT support experience, or in the alternative, 18 months of experience with business application hardware. Requires industry experience and demonstrated ability to learn various forms of technology and software quickly and accurately. Requires industry experience and demonstrated advanced technical knowledge of a wide range of computer systems software, applications, hardware, networking, and communications. Requires industry experience and ability to review and understand large enterprise landscape diagrams. Requires industry experience and ability to review and understand business functions and process flows. Requires ability to handle after-hour calls (including weekends and holidays) on a rotating schedule. Requires industry experience with: (1) SAP ECC (ERP Central Component) or similar; (2) Point of Service systems; (3) Payment systems; (4) Device configuration; (5) iSeries or similar; (6) Invoice Application System; and (7) Intermediate level experience with Microsoft Word, Excel, PowerPoint, and Visio.
Requires a U.S. Associate Degree or foreign academic equivalent in Computer Science, Information Technology, IT Engineering, or a related field, or equivalent experience

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