End-User Administrator IV - IVR Tools

ViziRecruiter,LLC.

Chicago (IL)

Hybrid

USD 106,480 - 159,720

Full time

14 days+

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Job summary

A major grocery retailer seeks an End-User Administrator IV to lead technology solutions. This role requires expertise in managing digital media devices and involves collaboration across various business areas. Applicants should have a Bachelor's degree in Computer Science and 5+ years of relevant experience. The position offers a flexible/hybrid work schedule in Chicago, Illinois, and competitive salary ranges based on location.

Qualifications

5+ years of experience in relevant job or field of technology.
Experience in an advanced role or technical capacity.
Experience guiding, mentoring, or training others in relevant technologies.

Responsibilities

Provide expertise in technology solutions for business needs.
Accountable for timely and cost-effective project delivery.
Develop and manage robust test plans and scripts.

Skills

Subject Matter Expertise

Project Management

Technical Leadership

Problem-Solving

Communication

Education

Bachelors Degree in Computer Science

Masters Degree (preferred)

Tools

Genesys

SalesForce

MS Teams

Job description

Introduction

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which also includes five leading omnichannel grocery brands – Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Ahold Delhaize USA associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Overview

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Our associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

The End-User Administrator IV has a demonstrated track record of providing expertise and leadership in the design, configuration, and management of all corporate, distribution center and retail digital media devices and associated supporting services. They are expected to work in a fast-paced and challenging environment leveraging forward-thinking technical engineering expertise in the media device and services area of the enterprise. The End‑User Administrator IV is responsible for projects from inception to completion including all project artifacts, executive status reports, and supervision of less experienced contributors. This role works on problems of diverse scope where analysis of data requires evaluation of identifiable factors, deep understanding of the business strategy, operations, markets and key stakeholders.

Our flexible/hybrid work schedule includes 3 in‑person days at one of our core locations and 2 remote days. Our core office locations include Salisbury, NC; Chicago, IL; Mauldin, SC; Scarborough, ME; Carlisle, PA, and Quincy, MA.

Applicants must be currently authorized to work in the United States on a full‑time basis.

Responsibilities

Provide subject matter expertise in the analysis, design and preparation of technology solutions to meet business needs

Recommends components for solutions that will work well together across business domains, partner with domain architect or act as the domain architect to ensure adherence to the architectural roadmap

Accountable for projects/applications/infrastructure meeting business needs are delivered in a timely, cost-effective manner considering all budget aspects including total cost of ownership.

Manage service request prioritization in coordination with the Support Center.

Drive improvements in Contact Center management processes and resolve associated issues.

Ensures project artifacts are developed as required, this includes working with support organizations and suppliers to ensure proper documentation is created and stored in the procedure's manual or document repository.

Facilitates/completes the creation of communication plans, ensuring that appropriate information is exchanged among key stakeholders.

Develops complete and robust test plans, cases, and scripts, ensures defects are properly resolved and user acceptance is obtained. Ensures the test scripts and defects are entered and tracked in our department tools.

Acts as communication point keeping the supplier and business partners informed of infrastructure changes, application changes, data changes or upcoming implementations and ensures business specific impacts are addressed.

Ensures integration and consideration of assigned business areas against critical business processing, freeze periods, schedule changes, weather events and significant refresh activities.

Thorough understanding of the business strategy, operations, markets, and key stakeholders.

Ensures integration and consideration of assigned business areas against critical business processing, freeze periods, schedule changes, weather events and significant refresh activities.

Thorough understanding of the business strategy, operations, markets, and key stakeholders.

Review business processes to understand the capability gaps and opportunities

Recommends Innovations and business processes /systems simplifications

Builds close relationships with the function heads and their teams. Advise these teams on how technology can be used to match or outpace competitor performance.

Works as 3rd level support to help resolve issues within area of responsibility

Provides suggestions and leads specific initiatives for improving way of working in teams and in eliminating technical debt

Develops solutions of diverse scope and solve technical problems that impact multiple areas or disciplines.

Communicates with internal team members across multiple areas and client team members.

Acts as a project/team leader regarding solution design, process and/or approaches.

Acts as a subject matter expert on technology solution Delivers high quality work in cross-functional team environments - often leading technical assessments and responsibilities,

Often contributes and leads collaborative brainstorming sessions and technical delivery approaches and models self-led work drive and accountability - seen often as a technical leader and subject matter expert in the space and leads through team empowerment.

Ensure operational stability of a 24/7/365 grocery retail environment by providing technical support, system monitoring, and issue resolution which may be required during off‑hours, weekends, and holidays as needed.