Technical Specialist - Vancouver, BC | lululemon | | 13/09/16
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Technical Specialist full-time

Location: Vancouver, BC
Company Name: lululemon ()
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Technical Specialist

lululemon athletica

Salary: $55,000.00 - $70,000.00/Annually

Job Type: Full-Time, Permanent

Language: English

Start Date of Employment (Approx.): As soon as possible

Minimum Education: High School

Positions Available: 1

NOC Group: (2282)

Job Location(s) 1818 Cornwall Ave Vancouver, British Columbia V6J 1C7 Canada

Job Description

Organizational Setup

The Technical Specialist reports directly into the Manager, Retail Store Technology under the following organizational structure:

•IT Store Support - technical support members who support end-users remotely at our retail locations globally

•Retail Engineering - applications administrators who support the back-end systems and retail applications

•Process and Projects – technical support members who support projects and help to create process for transition between project and life-cycle support

Role Responsibilities:

•Assist with multiple technical support projects and/or process improvements simultaneously (in various stages of implementation) to facilitate IT support of end-users at global retail locations

•Demonstrate full accountability for all technical support project tasks and proactively manage action items, issues and deliverables.

•Create and transition project documentation and process flow into an existing North America and International IT Support model

•Responsible for the progress and completion of all technical support problem records, providing feedback for documentation purposes as required

•Develop and maintain both support and project documentation

•Be the primary point of contact for project or program issue escalations and resolution.

•Be available to assist with high priority support issues and project escalations (including on-call)

•Be leading member of specialized project team, tracking progress and assigning responsibilities across various projects and tasks as required

Required skills:

•3-5 years of technical support experience

•Proficiency in implementing support processes using an ITIL best practice framework

•Leadership qualities, including meeting facilitation, time management, organizational skills and ability to influence others. (IT & Retail leadership experience beneficial)

•Experience working with multiple 3rd party support vendors

•Experience working in an international (non-North America) IT support environment

•Strong knowledge of Microsoft infrastructure (Office 365, Server 2012, Microsoft SQL, MDT)

•Experience managing ticket queues and reporting in Service Now ticket management system

•Must have ITIL V3 Qualification

*Comprehensive benefits package including extended medical, dental, disability, & RRSP matching and performance based bonus available. We offer a competitive salary based on experience and support in relocation costs for qualified candidates not residing in Vancouver. The employee is eligible for performance based salary increases & bonuses.

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