This is an environment unlike anything in the high-tech world and the secret of Costco’s success is its culture. The value Costco puts on its employees is well documented in articles from a variety of publishers including Bloomberg and Forbes. Our employees and our members come FIRST. Costco is well known for its generosity and community service and has won many awards for its philanthropy. The company joins with its employees to take an active role in volunteering by sponsoring many opportunities to help others. In 2018, Costco contributed over $39 million to organizations such as United Way and Children's Miracle Network Hospitals.

Costco IT is responsible for the technical future of Costco Wholesale, the second largest retailer in the world with wholesale operations in twelve countries. Despite our size and explosive international expansion, we continue to provide a family, employee centric atmosphere in which our employees thrive and succeed. As proof, Costco consistently ranks in the top five of Forbes “America’s Best Employers”.

The Ecommerce Production Operations Team works closely with our business and IT partners to drive the most effective response, recovery, and remediation to ensure the Costco website is highly available, scalable, and secure to meet the current and future needs of our members and our eCommerce business units. This team is responsible for supporting a website which is highly visible and critical to the success of our eCommerce platform to meet current and future sales growth expectations.

The IT Operations Analyst is dedicated to the coordination, escalation, communication, and resolution of high priority eCommerce production operations incidents, as well as trend identification, metric definition, and the related efforts to decrease service disruption. Additionally, IT Operations Analysts will define processes and metrics to refine current and define future state eBusiness operations support processes. They own the successful end-to-end tracking and resolution of incidents which includes coordinating and driving live action incident calls, managing resolution action plans, measuring and improving service targets, and escalating incidents as required when resolution targets are missed.

If you want to be a part of one of the BEST “to work for” companies in the world, simply apply and let your career be reimagined.

ROLE

• Defines, captures, and validates IT requirements and other artifacts, ensuring appropriate stakeholders are involved.
• Analyzes internal IT customer needs and priorities while initiating operational support and delivery efforts.
• Documents and manages risks, issues, assumptions, and constraints impacting operational support efforts.
• Develops and coordinates legal/compliance, operational controls, and associated metrics to measure success.
• Develops and implements standards, processes, and procedures for new technology solutions; ensures newer solutions will not negatively impact current service commitments.
• Participates in periodic audits for solutions, planning, and delivery functions.
• Ensures incidents that are not immediately resolved, are appropriately escalated according to defined service level agreements (SLAs).
• Develops key team deliverables and dashboards.
• Drives to key performance indicators (KPIs); improving metrics and services to our members and stakeholders.
• Identifies and reports incident and problem trends and progress.
• Ensures timely, clear communication regarding high priority issues with the appropriate stakeholders.
• Works closely with the incident owner to ensure incident escalation processes are in-line with the overall incident management processes.
• Collaborates with appropriate business and I.T. stakeholders to determine root cause and problem identification and, when necessary, enhancement identification for future development work.
• Supports eCommerce production operation releases for both pre- and post-release activities.
• Manages and tracks supplier performance; and leverages approved contractual terms for accountability.
• Develops and conducts presentations as needed.

REQUIRED

• 3+ years’ experience leading and managing high priority incident calls to resolution.
• Strong understanding of eCommerce technologies and metrics.
• Excellent call management and organizational skills with an emphasis on strong follow through.
• Excellent verbal and written communication skills.
• Ability to create accurate, concise correspondence.
• Strong proven interpersonal skills and able to work well with people at all levels.
• Ability to conduct monthly meetings with stakeholders to drive increased availability in identified trends.
• Detail-oriented and strong problem-solving skills, with the ability to analyze a situation for potential future problems.
• Intellectually inquisitive nature with the ability to be open minded to varying opinions.
• Responsible, conscientious, and possess a passion for excellence - positive “can do” attitude.
• Innovative, creative, and extremely responsive in respect to service quality and ways in which it can be improved.
• Good understanding of corporate IT policies, procedures, and standards.
• Good working knowledge of Incident, Problem, Change, and Knowledge Management practices.
• Knowledge of the IT strategies, customers, and services provided.
• Knowledge of Costco’s core business environment related to eCommerce, Merchandising, Warehouse Operations, and company philosophies.
• Knowledge of service analysis and other tools: CARTS+, Google Apps, Smartsheets.
• Scheduling flexibility to meet the needs of the business, including evenings, weekends, and holidays; available for on-call coverage 24X7, to support off-hours work as required.

Recommended

• Familiarity with ServiceNow.
• Experience with statistical analysis and reporting.
• Familiarity with multiple Costco business areas from an I.T. perspective.
• Knowledge of the Service Desk or Call Center business processes.
• IT Infrastructure Library (ITIL) V3 Foundation certification or better.
• Prior experience with the IT Service Management software.

Required Documents

• Cover Letter
• Resume

California applicants, please click here to review the Costco Applicant Privacy Notice.

Pay Ranges:

Level 3 - $115,000 - $145,000

Level 4 - $135,000 - $175,000

We offer a comprehensive package of benefits including paid time off, health benefits — medical/dental/vision/hearing aid/pharmacy/behavioral health/employee assistance, health care reimbursement account, dependent care assistance plan, commuter benefits, short-term disability and long-term disability insurance, AD&D insurance, life insurance, 401(k), stock purchase plan, SmartDollar financial wellness program, to eligible employees.

Costco is committed to a diverse and inclusive workplace. Costco is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or any other legally protected status. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to IT-Recruiting@costco.com

If hired, you will be required to provide proof of authorization to work in the United States. Applicants and employees for this position will not be sponsored for work authorization, including, but not limited to H1-B visas.