Position Summary...What you'll do... Manages and resolves customer incidents, requests, and escalations received through various communications (for example, phone calls, email, system software, walk-ups) by identifying incident and business partner needs; monitoring incident and request queues; categorizing urgency of incidents, requests, and escalations; validating business partner and system issues and resolutions; assigning, delivering, installing, or enabling assets (for example, hardware, equipment, software, media, coordinating delivery of new equipment) upon approved request; tracking the status of requests and/or problem tickets; assigning requests to other teams and escalating as needed; creating and modifying ServiceNow templates; and closing requests or problem tickets upon completion.
About Team: Our team creates reusable technologies to help with customer acquisition, onboarding, and empowering merchants, while ensuring a seamless experience for both of these stakeholders. We also optimize tariffs and assortment in accordance with Walmart's Everyday Low Cost philosophy. We not only create affordability, but we also deliver customized experiences for customers across all channels - in-store, mobile app, and websites.
What you'll do:Culture Champion Models the Walmart values to foster our culture; holds oneself accountable; and supports Walmart's commitment to communities, social justice, corporate social responsibility, and sustainability; maintains and promotes the highest standards of integrity, ethics and compliance.
Servant Leadership Is consistently humble, self-aware, honest, and transparent.
Embrace ChangeCuriosity & Courage Demonstrates curiosity and a growth mindset; supports innovation and intelligent risk-taking; and exhibits resilience in the face of setbacks.
Digital Transformation & Change Implements and supports continuous improvements and willingly embraces new digital tools and ways of working.
Deliver for the CustomerCustomer Focus Delivers results while putting the customer first and applying an omnimerchant mindset and the EDLP and EDLC business models to all plans.
Strategic Thinking Adopts a broad perspective that considers data, analytics, customer insights, and different parts of the business when making plans.
Focus on our AssociatesDiversity, Equity & Inclusion Embraces diversity in all its forms and actively supports diversity of ideas and perspectives, as well as diversity goal programs.
Collaboration & Influence Builds strong and trusting relationships with team members and business partners; works collaboratively to achieve objectives; communicates withimpact to a range of audiences; and demonstrates energy and positivity for own work.
Talent Management Contributes to an environment allowing everyone to bring their best selves to work, demonstrates engagement and commitment to the team, and recognizes others' contributions and accomplishments.
What you'll bring:- Troubleshoots and resolves complex issues (for example, run commands at controller level, root access to servers to make changes, configure changes) by gathering needed information and formulating an action plan; utilizing existing scripts and commands to resolve issues; interpreting the results to determine further action; utilizing online documentation, personal experience, and knowledge to troubleshoot issues; and engaging support teams (for example, contractor teams, vendor partners) as needed to assist in the resolution of issues (for example, running code).
- Identifies trends, including trends in escalations, to support continuous improvement by reviewing incoming ticket logs; identifying related requests, incidents, and escalations; determining when a series of calls are related to an underlying root cause; following escalation procedures based on severity to communicate trends; and providing analysis and recommendations to resolve trends in requests, incidents, and escalations. Completes work assignments and priorities by using policies, data, and resources; collaborating with managers, co-workers, customers, and other business partners; identifying priorities, deadlines, and expectations; carrying out tasks; communicating progress and information; determining and recommending ways to address improvement opportunities; and adapting to and learning from change, difficulties, and feedback. Complies with company policies, procedures, and standards of ethics and integrity by implementing related action plans; using the Open Door Policy; and applying these in executing business processes and practices.
About Walmart Global TechImagine working in an environment where one line of code can make life easier for hundreds of millions of people. That's what we do at Walmart Global Tech. We're a team of software engineers, data scientists, cybersecurity expert's and service professionals within the world's leading retailer who make an epic impact and are at the forefront of the next retail disruption. People are why we innovate, and people power our innovations. We are people-led and tech-empowered. We train our team in the skillsets of the future and bring in experts like you to help us grow. We have roles for those chasing their first opportunity as well as those looking for the opportunity that will define their career. Here, you can kickstart a great career in tech, gain new skills and experience for virtually every industry, or leverage your expertise to innovate at scale, impact millions and reimagine the future of retail.Walmart's culture is a competitive advantage, and it's fostered by being together. Working together in person allows us to collaborate, align quickly and innovate with greater speed. We use our campuses to create purposeful connection rooted in deepening understanding and investing in the development of our associates.Our hubs: Walmart is a global company with offices across the United States and around the world. Our global headquarters is in Bentonville, Arkansas, with primary hubs in the San Francisco Bay area and New York/New Jersey.
Benefits:Benefits: Beyond our great compensation package, you can receive incentive awards for your performance. Other great perks include 401(k) match, stock purchase plan, paid maternity and parental leave, PTO, multiple health plans, and much more.
Equal Opportunity Employer:Walmart, Inc. is an Equal Opportunity Employer - By Choice. We believe we are best equipped to help our associates, customers and the communities we serve live better when we really know them. That means understanding, respecting and valuing diversity- unique styles, experiences, identities, ideas and opinions - while being inclusive of all people. The above information has been designed to indicate the general nature and level of work performed in the role. It is not designed to contain or be interpreted as a comprehensive inventory of all responsibilities and qualifications required of employees assigned to this job. The full Job Description can be made available as part of the hiring process.At Walmart, we offer competitive pay as well as performance-based bonus awards and other great benefits for a happier mind, body, and wallet. Health benefits include medical, vision and dental coverage. Financial benefits include 401(k), stock purchase and company-paid life insurance. Paid time off benefits include PTO (including sick leave), parental leave, family care leave, bereavement, jury duty, and voting. Other benefits include short-term and long-term disability, company discounts, Military Leave Pay, adoption and surrogacy expense reimbursement, and more.You will also receive PTO and/or PPTO that can be used for vacation, sick leave, holidays, or other purposes. The amount you receive depends on your job classification and length of employment. It will meet or exceed the requirements of paid sick leave laws, where applicable.For information about PTO, see .Live Better U is a Walmart-paid education benefit program for full-time and part-time associates in Walmart and Sam's Club facilities. Programs range from high school completion to bachelor's degrees, including English Language Learning and short-form certificates. Tuition, books, and fees are completely paid for by Walmart. Eligibility requirements apply to some benefits and may depend on your job classification and length of employment. Benefits are subject to change and may be subject to a specific plan or program terms.For information about benefits and eligibility, see One.Walmart .The hourly wage range for this position is $21.00-$40.00* *The actual hourly rate will equal or exceed the required minimum wage applicable to the job location. Additional compensation in the form of premiums may be paid in amounts ranging from $0.35 per hour to $3.00 per hour in specific circumstances. Premiums may be based on schedule, facility, season, or specific work performed. Multiple premiums may apply if applicable criteria are met.
Minimum Qualifications... Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.
Preferred Qualifications... Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.Information Technology, Microsoft Office, We value candidates with a background in creating inclusive digital experiences, demonstrating knowledge in implementing Web Content Accessibility Guidelines (WCAG) 2.2 AA standards, assistive technologies, and integrating digital accessibility seamlessly. The ideal candidate would have knowledge of accessibility best practices and join us as we continue to create accessible products and services following Walmart's accessibility standards and guidelines for supporting an inclusive culture.
Primary Location... 805 Se Moberly Ln, Bentonville, AR 72712, United States of America