Operations Analyst

Job Description & Skills : Operations Analyst The Operations Analyst will provide holiday support to Sears Holdings Corporation (SHC) by addressing and handling IT Escalations sent in from all aspects of the business. IT Escalations are issues that require further attention after the help desk has been involved and the problem didn’t get resolved in a timely manner. This is a critical function of the business, and the importance during the holiday season is at its most critical point. The Operations Analyst will join a five man team who handle the IT Escalations workload. They will be expected to work non-standard hours, including weekend support. The Operations Analyst must learn all factions of the SHC business, concentrating on supporting the store environments. Daily performance and follow up on all issues will be closely monitored. The Operations Analyst will have significant exposure to our Vice President, Valerie Bell and all of her direct reports. It is the job of the Operations Analyst to handle any issue that has been identified by any management personnel in the business. ESSENTIAL FUNCTIONS Work with IT Escalations team to provide holiday support to the business Document problems and provide feedback to the IT Escalations Manager on how to decrease workload for IT Escalations Develop a strong understanding of the retail environments including Kmart, Sears Full Line, Tire, and Dealer Stores, etc. TOP THREE KNOWLEDGE, SKILLS AND ABILITIES REQUIRED IN PERFORMING ESSENTIAL FUNCTIONS : Strong understanding of Information Technology / Best Practices Strong oral and written communication skills Good understanding of retail environment (retail experience a plus) SECONDARY KNOWLEDGE, SKILLS AND ABILITIES REQUIRED IN PERFORMING ESSENTIAL FUNCTIONS : Passion for the customer Ability to work in a team environment Strong ability to understand business needs and work with all customers to resolve issues Ability to work in a fast paced exciting environment Willing to work weekends and provide off hour support Must be a hard worker that will do whatever it takes to support the business during the critical holiday season