A position at White Cap isn't your ordinary job. You'll work in an exciting and diverse environment, meet interesting people, and have a variety of career opportunities.
The White Cap family is committed to Building Trust on Every Job. We do this by being deeply knowledgeable, fully capable, and always dependable, and our associates are the driving force behind this commitment.
Job Summary
Responsible for guiding the business intelligence (BI) Support team, assuring swift and efficient resolution of user issues. Also accountable for emphasizing a culture of continuous improvement within the team.
Major Tasks, Responsibilities and Key Accountabilities
Manage the BI Support team, handling responsibilities such as recruiting, training, and performance evaluation.
Oversee the management and monitoring of support tickets, ensuring issues are resolved promptly to increase user satisfaction.
Generate and present metrics related to support activities, issue trends, and resolution efficiency to senior management for informed decision-making.
Liaise with IT, data teams, and business stakeholders to align support services with the broader organizational objectives.
Establish and enforce policies and procedures that guarantee high-quality support, ensuring adherence to set standards.
Nature and Scope Solutions require analysis and investigation.
Achieves planned results by decisions and actions based on professional methods, business principles, and practical experience.
Manages a group or team of professional individual contributors and/or indirectly supervises support staff.
Work Environment Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Most of the time is spent sitting in a comfortable position and there is frequent opportunity to move about. On rare occasions there may be a need to move or lift light articles.
Typically requires overnight travel less than 10% of the time.
Education and Experience
Typically requires BS/BA in a related discipline. Generally 7+ years of experience in a related field. May require certification. Advanced degree may offset less experience in some disciplines.
Preferred Qualifications This is a REMOTE position.
5-7 years in a technical or BI support/development role (Change Management, Communication, and Training - REQUIRED.
2+ years of management experience, however, the successful candidate will be willing to serve in a hands-on role while building a team - REQUIRED.
In-depth knowledge of BI technologies, data management practices, and customer service principles - REQUIRED.
Strong leadership and strategic planning skills - REQUIRED.
Familiarity with ServiceNow - PREFERRED
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