Resource Center Specialist

Bed Bath & Beyond; Dallas (TX); On-site; USD 60,000 - 90,000; Full time

Job summary

Bed Bath & Beyond is seeking a Dallas-area IT Support Specialist to serve as the central point of contact for employee requests across Stores, Distribution Centers, and Home Office. The role involves troubleshooting, monitoring, documentation, and cross-department coordination to resolve issues efficiently.

Two+ years of relevant IT experience, a technology degree or equivalent certification, and proficiency with ITSM systems such as ServiceNow or Remedy are required.

Qualifications

• Bachelor’s degree or comparable certification in technology, preferred.
• At least two years of relevant experience.
• Proficient with industry technology, including Microsoft apps and operating systems, MacOS/iOS, and Android.
• Proven experience with ITSM systems such as ServiceNow, Remedy, etc.
• Proven technical and problem-solving skills.
• Based in Dallas/Ft. Worth area.
• On-call capacity, including evenings and weekends on a rotating basis with the Resource Center team.
• Ability to work Weekends – Saturday and Sunday shifts required.
• Ability to travel 5% a year, based on the business needs.
• Ability to work in a constant state of alertness and a safe manner.
• Ability to perform training in the moment for coaching on store systems and processes.
• Committed to working scheduled hours with flexibility for additional hours as needed.
• Knowledge of industry business and passion for following trends in the industry.
• Ability to communicate clearly and effectively, both orally and in writing, at all levels within and outside the organization.
• Ability to separate mission-critical tasks from lower priority tasks and focus on value-added work.
• Flexible, with a positive attitude and passion for knowledge.
• Strong time management and organizational skills for multiple projects.
• Attention to detail and ability to work quickly and accurately under pressure.
• Makes strategic decisions in the best interest of customers and the company.
• Ability to work within and exemplify The Container Store brand—matchless, fun, authentic, team-focused, life-changing.

Responsibilities

• Serves as central point of contact for employee requests from all areas of the company (Stores, Distribution Centers, and Home Office).
• Troubleshoots, diagnoses and documents issues related to systems, network, and processes.
• Uses monitoring systems to analyze network and system status.
• Facilitates communication with other departments for issue resolution.
• Processes end-user systems, hardware, and software requests across the company.
• Maintains POS-related equipment and emergency kits.
• Maintains documentation and training for store operations procedures.
• Develops and writes instructions and updates to store operating procedures.
• Identifies areas of opportunity and provides follow-up and updates to procedures.
• Maintains and updates Store Systems troubleshooting guides and knowledge base topics.
• Manages email distribution list recipients.
• Maintains confidentiality of all sensitive information.
• Coordinates and participates in weekly update meetings with Store Systems, IS, and Training.
• Provides training to new Home Office and Distribution Center employees.

Skills

Microsoft applications

MacOS/iOS

Android

ITSM systems

Problem solving

Education

Bachelor's degree in technology

Tools

ServiceNow

Remedy

Job description

We Go Beyond

At Bed Bath & Beyond, we believe that everyone should “Be You!”. Bed Bath & Beyond is a community that upholds a culture of understanding, acceptance, and respect. We believe a person’s individuality, traits, beliefs, and characteristics should be valued and embraced. Living by this ethos is essential to the success of our business. Our goal is to foster a more inclusive environment where every employee visibly demonstrates inclusive behaviors and respect for individuals.

Principal Duties and Responsibilities

• Serves as central point of contact for employee requests from all areas of the company (Stores, Distribution Centers, and Home Office) in the following areas:


• Troubleshoots, diagnoses and then documents issues related to systems, network, and processes


• Uses monitoring systems to analyze network and system status


• Facilitates and follows-up on communication and coordination with other departments for resolution of issues


• Processes end-user systems, hardware, and software requests across the company


• Ability to quickly react and effectively communicate during the incident management process in a calm and concise manner, and lead when necessary


• Detailed logging of all relevant information from each interaction into the ITSM system.


• Maintains POS-related equipment and emergency kits


• Maintains documentation and training for many procedural and technical areas of store operations


• Acting as the subject matter experts to assist in developing and writing instructions and updates to store operating procedures


• Identifies areas of opportunity and provides necessary follow-up—communication, clarification, and/or updates to procedures


• Maintains and updates Store Systems troubleshooting and quick reference guides


• Develops topics for the online knowledge base


• Manages email distribution list recipients


• Security-first mindset for internal information and transfers of privileged IT data


• Responsible for maintaining discretion related to all confidential/sensitive company and customer information


• Coordinates and participates in weekly update meetings with other areas—Store Systems, Information Systems, and Training


• Provides training to new Home Office and Distribution Center employees


• Consistently arrives promptly to work the assigned schedule


• Performs other requested tasks and duties as assigned

Experience And Skills Required

• Bachelor’s degree or comparable certification in technology, preferred


• At least two years of relevant experience


• Proficient with industry technology, including but not limited to Microsoft applications and operating systems, MacOS/iOS, and Android.


• Proven experience with mainstream ITSM systems such as ServiceNow, Remedy, etc.


• Proven technical and problem-solving skills


• Based in Dallas/Ft. Worth area


• On-call capacity, which includes evenings and weekends on a rotating basis with the Resource Center team


• Ability to work Weekends – Saturday and Sunday shifts required


• Ability to travel 5% a year, based on the business needs


• Ability to work in a constant state of alertness and a safe manner


• Ability to perform training in the moment for coaching opportunities with subjects related to store systems and processes


• Is committed to working scheduled hours and has the flexibility to work additional hours based on changing business needs


• Knowledge of industry business and passion for following trends in the industry


• Ability to communicate clearly and effectively, both orally and in writing, at all levels within and outside the organization


• Ability to quickly separate the mission-critical tasks from the lower priority tasks; focuses on the most value-added projects of the day or week


• Flexible, with a positive attitude and passion for knowledge


• Strong time management and organizational skills with the ability to successfully manage multiple projects at once


• Possesses focused attention to detail and solid organizational and prioritization skills while working quickly and accurately under pressure


• Makes strategic and effective decisions in the best interest of our customers and our company, taking care to objectively process information


• Ability to work within and exemplify The Container Store brand which we describe as matchless, fun, authentic, team-focused and life-changing

Who We Are

We’re a passionate group of collaborative problem solvers and creative innovators, working on cutting-edge technology. From building award-winning retail applications (with amazing AR functionality) to creating leading blockchain and machine learning technologies, each of us embodies a unique value and contributes a diverse perspective to the team.

What We Offer

• 401k (6% match)


• Flexible Schedules


• Tuition Reimbursement, Leadership Development Program, & Mentorship Program


• Employee Resource Groups (LatinX, Black Employee Network, LGBTQIA+, Women’s Network, Women In Tech)


• And More…


• Benefits vary based on position, tenure, location, and employee election

Physical Requirements

This position requires you to sit, stand and perform general office functions. You may also be required to lift up to 25 pounds occasionally. Bending, stooping and reaching are also frequently required.

Equal Employment Opportunity

It is our policy to provide equal employment opportunity for all applicants and associates. This policy includes our commitment to ensure that all employment decisions are made without regard to race, color, religion, gender, national origin, disability, pregnancy, veteran status (including Vietnam era veterans), age, sexual orientation, gender identity, or any other non-job-related characteristic protected by law.

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