EG America hiring Store Escalation Engineer in Westborough, MA | LinkedIn (2024)

DescriptionPosition Summary:The Store Escalation Engineer is responsible for Tier 4 support for the store Helpdesk. Along with the implementation and maintenance of applications within the organization. Store Escalation Engineer collaborate with business users to develop stable solutions that meet business requirements, minimize Help Desk support, and comply with corporate governance and IT General Controls (ITGCs). Store Escalation Engineer must demonstrate a thorough understanding of implementation best practices, testing procedures, and technical documentation. The Store Escalation Engineer should be a self-starter capable of participating in multiple projects with competing priorities and timelines. The ideal Store Escalation Engineer is a thought leader in their area of expertise with a track record for continual learning and development.

Responsibilities

• Collaborates with business users and team members to develop robust technology solutions that satisfy business requirements.
• Provides ongoing systems administration, knowledge development, and process refinement within the technology ecosystem.
• Coordinates the development of new solutions to store issues.
• Develops, publishes, and maintains system documentation and process workflows.
• Provides Tier 4 support for store issues.
• Provides advanced level training for level 1 and 2 techs on the Helpdesk.
• Advanced problem and incident management.
• Ability to work with Store employees as well as multiple facets of the company.
• Maintains the EG America framework for IT General Controls (ITGCs), including but not limited to managing user access rights and change control policies.
• Prepares status updates and other ad-hoc reporting at the request of the technology leadership.
• Must be able to perform the essential functions of the role with or without reasonable accommodations.

Required Skills

• Strong documentation discipline.
• Ability to analyze complex business requirements to develop actionable solutions.
• Demonstrates proficiency with technology implementations.

Desired Skills

• Storepoint
• Radiant
• Scripting
• Tanium

Working Relationships: Applications Administrators regularly interacts with the Director of Application Management, members of the Application Management team, and other roles within the IT department. The Applications Administrator will also work closely with business and technology partners to ensure process handoffs.

Minimum EducationAssociate's Degree in Computer Science, Information Systems, or Business Related Discipline

Preferred EducationBachelor's Degree in Computer Science, Information Systems, or Business Related Discipline

Minimum Experience1+ years of Store support or consulting experience with CStore or restaurant POS Systems including NCR Radiant, NCR Storepoint/Retalix, NCR Aloha Cloud

Preferred Experience3+ years of Store support or consulting experienceLicenses/CertificationsMicrosoft Technology Associate, Infrastructure (ITIL) Foundations

Soft Skills

• Comfortable talking and interacting with others.
• Strong communication skills.
• Detail and process oriented.
• Effective team Member.
• Ability to work well with others

Travel: 0-5%

Hours & Conditions: Typically Monday – Friday, 8+ hours per day in an office setting, however occasional on-call availability for off hours support

Physical Requirements: Minimal physical effort required; sitting / standing at computer for long periods of time. Ability to maneuver and lift up to 10 lbs.