System Support Technician


Media, PA Hybrid Oct 10
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The IT Service Delivery and Operations Coordinator – CSS will administer, support and maintain Wawa’s end user computing environment and associate technologies.  This includes all Wawa Stores, Regional Offices, Facilities Office, Bakery, Training Centers and remote access users. Responsible for providing detailed technical analysis, evaluations and implementing recommendations that improve the overall cost effectiveness and service level improvements.

Principal Duties:

  • Learn and follow service delivery and operating procedures.
  • Document and publish service delivery procedures as appropriate; make recommendations on process improvements.
  • Interface with Engineers, Business Solutions, Architects, OCC and the Contact Center.
  • Act as a secondary customer request interface for services.  Evaluate and prioritize incoming service requests via Service Desk and/or vendor incident systems (if applicable).
  • Responsible for initial problem recognition, research, isolation, resolution and follow-up for routine user problems.  Escalate problems as required.
  • Responsible for coordinating and maintaining vendor and service provider relationships, as well as ensuring correct invoicing and contract adherence by vendors as appropriate.
  • Use appropriate tools to support and distribute hardware and software, and perform hardware and software inventory management functions.
  • Manage spare inventory pool distribution and re-stocking activities.
  • Support team members with the installation and testing of all equipment and initial user orientation.
  • Check-in, deploy and assign equipment when received according to the SLA.  Capture and maintain customer asset management database.
  • Communicate with other IT Teams to ensure we meet and/or exceed our SLA agreements.
  • Validate and approve vendor invoices. Provide detailed cost center analysis of recurring invoices, identifying opportunities for cost savings and service improvements as well as forecast and budget analysis as necessary.
  • Respond to all service interruptions or performance problems. Track all trouble tickets and ensures closure of problems. Consult with appropriate vendors and Wawa IT teams to resolve serious problems.
  • Administer support and operational, analytical reports on a weekly and monthly basis to provide a holistic view of the supported technology environment

Essential Functions:

  • Ability to work well individually as well as in a team environment
  • Good oral and written communication skills
  • Strong customer service skills
  • Ability to work with little or no supervision
  • Detail-oriented and strong organizational, time and stress management skills
  • Good analytical and problem-solving skills
  • Ability to be on-call 24/7 when required
  • Ability to learn quickly and apply knowledge to new situations
  • Ability to travel (e.g., to stores and training centers)
  • Proactively shares new learning with others in order to improve organizational efficiencies
  • Assists in cross-training others to ensure coverage and shared departmental knowledge
  • Uses tact and also empathy when dealing with a difficult customer.
  • Develops and maintains trusting and cooperative cross-functional relationships.

Basic Qualifications:

  • Bachelor’s degree in Information Technology, Engineering or related field preferred, or equivalent work experience
  • Minimum of 1 to 3 years of experience working in the Information Technology field
  • Experience supporting Microsoft Office Suite (Outlook, Word, Excel, PowerPoint)
  • Experience supporting and administering Microsoft Operating systems
  • Preferred prior experience working in a 24x7x365 operation consisting of multiple technologies and locations
  • Knowledge of ITSM and Service Delivery fundamentals preferred
  • A+ Certified
Retirement & Stock Options Benefits
  • 401k with company contribution
  • Company Equity
  • Financial Planning Services
  • Access to Coaching (Health, Professional, Life)
  • Community Service Programs
  • Hybrid Work Options
  • Pet Insurance
  • Public Transportation Assistance
  • Relocation Assistance
  • Accessible Building
  • Accessible Devices
  • Accessible Work Environment
  • Job Modification
Perks & Discounts
  • Bring Your Own Device Reimbursement
  • Casual Dress
  • Cell Phone Reimbursement
  • Lunch Provided
  • Offsite Company Events
  • On Site Gym/Fitness
  • Special Discounts
Parental Benefits
  • Childcare Assistance Programs
  • Family Medical Leave
  • Nursing Room
  • Commitment to Work/Life Harmony
  • Flexible Work Schedule
  • Paid Holidays
  • Paid Sick Days
  • PTO
Health & Wellness
  • Dental Insurance
  • Employee Assistance Program (EAP)
  • FSA
  • Gym Reimbursement/Discounts
  • Health Insurance
  • HRA
  • HSA
  • Life Insurance
  • Long Term Disability
  • Mental Health Benefits
  • Onsite Gym
  • Short Term Disability
  • Vision Insurance
Professional Development
  • Employee Recognition Programs
  • Tuition Reimbursement
What types of technologists are you looking to hire? As we continue our digital transformation, we’re looking to hire an incredible team of technologists to build the back-end features and functionality of our platform, including: Senior software engineers Lead software engineers Platform engineers Platform architects Security engineers Risk and compliance Forensic analysts SCRUM masters   What is your tech stack? We are always exploring new technology and languages to see how they can benefit our platform. Right now we’re working with AWS, Java, Kubernetes and Golang on the back-end and ReactJS on the front-end. It can surprise people who only think of Wawa as a convenience store, but we’re very passionate and proactive about using the latest technology to build our digital experiences. There’s a lot of room for our tech team to try new things and bring them to the table.   Tell us about what it's like to work at Wawa HQ. Wawa is a people-first organization, which means we care about our people over everything else and treat them fairly. The culture is very supportive and collaborative — everyone works together. And, we really give you the opportunity to spread your wings. We have many people who have worked here for 15 to 40 years, which says a lot. You can go to the cafeteria and eat lunch next to the CEO. It’s the kind of place where everyone is happy to come to work on a Monday morning. And there’s coffee everywhere.   How does Wawa give back? Wawa proudly gives back through The Wawa Foundation, a 501 (c)(3) non-profit corporation focused on building stronger communities in three areas of health, hunger and everyday heroes. Since its inception in 2014, The Wawa Foundation has contributed more than $100 million to non-profit community organizations. Wawa and The Wawa Foundation are proud to support seven National Partners with in-store customer fundraising campaigns and provides its associates with year round volunteer and participation opportunities with waived registration and fundraising at community events such as JDRF One Walks, LLS Light the Night, Special Olympics Polar Plunges, among others. At Red Roof, our corporate campus, our associates support some mentoring programs directly including  a  Big Brother, Big Sister program called Beyond School Walls that brings kids into HQ to get on-the-job mentorship in a real world environment, as well as a partnership through Cristo Rey High School that also pairs high school students with job opportunities.  Our Product Development team hosts Future Food Scientist workshops giving middle schoolers from throughout our communities a closer look at careers in the food sciences.