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Software Support Coordinator

Company: Gordon Food Service
Location: Wyoming
Posted on: March 27, 2019

Job Description:

The purpose of the Transportation IT team is to provide high quality tools and services for our transportation business partners which enable them to accurately and efficiently deliver product, providing a superior customer experience.

We achieve this through, . . .

* Partnership with our Transportation leaders;

* Passionate commitment to delivering on time, with excellence and exceeding expectations;

* Investing in and developing highly skilled team members;

* Enabling high performing team members to engage in transformational technology and business process change;

* Establishing metrics, measuring progress and continuously improving our delivery model;

Position Summary:

Coordinates and provides Second level customer support for IT Teams. Ensures incidents are accurately captured/communicated/resolved, knowledge documents are created, and serves as liaison to the Help Desk, Customer Technology Support, and other IT Teams. Is responsible for coordinating primary/secondary support rotation, analysis of team incidents,problems, support process and tool training for their teams, and third party vendor support relationships. Assists with QA/QC testing where needed and completes tactical requests as assigned.

What you will do:

* Coordinate Business Day On-Call, ensuring coverage for business hours. Maintain the primary/secondary On-Call calendars for the IT Team

* Ensure incidents, problems and requests are resolved on a timely basis and information captured is complete and accurate

* Monitor tickets to identify potential incident and/or problem trends and opportunities for system/process improvements

* Lead the support process to review incidents and ensure preventive actions are identified, logged in JIRA and completion tracked

* Identify and ensure the creation of Knowledge Documents to support HelpDesk and Customer Technology Support

* Key areas of focus may also include software change management, coordination or performing upgrades, training, and documentation

* Participate in Situation Meetings to provide IT Team updates and provide coordination of customer communications and resolution activities

* Maintain Team Score Card and Team Profile documents

* Attend support coordinator and problem post review meetings and participate in root cause analysis (RCA) as applicable

What we're looking for in an ideal candidate:

* One to Three years previous software engineering experience

* Proficient in one or more program languages, operating systems and databases

* Proven analytical, critical thinking, and troubleshooting skills.

* Bachelor's degree in Computer Science, Information Technology, or a related field is preferred

* Excellent written and verbal communication skills;

* Good organizational and problem-solving capabilities.

* Superior ability to multitask and prioritize based on business impact;

* Ability to work independently as well as part of the larger support team.

Our commitment to you, . . .

At the core of everything we do, is a personal commitment to the success of our customers, team and each other. We challenge each other, encourage each other, and help each other become better than we are.

Click Here to get a quick glance of who we are and the impact you could have on the food service industry.
There's a seat at our table for you!

Be part of an amazing culture where what matters to you, matters to us!

Gordon Food Service values our customers and understands that their success is largely dependent upon their workforce. To demonstrate our commitment to our partnership, we will require any candidate who works for a Gordon Food Service customer to provide a letter of support from their management if they are selected for the interview process.

Benefits

We take care of each other at Gordon Food Service. Employees love our competitive benefit plans, which include all the things you would expect and a few that you might not!
Click here for more details.

Want to Learn More About Gordon Food Service? Check Us Out:

Gordon Food Service is an equal opportunity employer. All qualified applicants and employees will receive consideration for employment, or in terms or conditions of employment, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or status as a qualified individual with a disability. :

If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request to talent@gfs.com and use the words \\"Accommodation Request\\" in your subject line. Please keep in mind this method is reserved for individuals who require accommodation due to a disability.

All Gordon Food Service locations are tobacco-free.

Gordon Food Service is a drug-free workplace and drug tests all employees.

Keywords: Gordon Food Service, Wyoming , Software Support Coordinator, IT / Software / Systems , Wyoming, Michigan

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