IT Solutions Delivery Analyst

Introduction

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which also includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Ahold Delhaize USA associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Overview

The Solutions Delivery Analyst III role is designed to serve as the technical subject matter expert for assigned systems, services, or applications they deliver & support for specific functional areas. This role will lead in Solution Delivery execution for small to mid-sized IT initiatives in partnership with the business driving value for Ahold Delhaize USA & our Brands. In addition to delivering new and innovative solutions for the business, this role will provide complete second level production support, engage with third-level engineers on as needed basis, follow up to ensure all business services are operationally stable, monitor supplier performance and execution as well as making longer term recommendations for operational improvements. This role is responsible for providing high-quality technical support including knowledge updates, configuration and routine application updates, application patch management and overall continuous improvement expectations.

Responsibilities

• Technical SME for multiple assigned systems, services and applications for an identified functional area.
• Responsible for leading small to mid-size project solution delivery activities leading the below listed delivery activities:
  • Translating business needs identified by either the business and/or production owners into either agile stories or waterfall business requirements.
  • Partners with Solution Engineers in building out technical specifications that will deliver on identified business requirements and outcomes.
  • Works with the business and Quality Assurance in building out test cases/matrices that will ensure proper testing of solutions prior to production deployment.
  • Execute assigned tasks during System Integration Testing, record passed test cases, provide detailed documentation on failed tests and re-execute tests as needed.
  • Work with Solution Engineers on failed test cases and any changes to technical specifications needed to meet solution outcomes.
  • In partnership with Service Delivery complete RUN Book Documentation and prepare for production support turnover.
  • Participate in Solution Implementation & Post Production Hyper Care Support.
• Responsible for and drives all second level and third level technical support for application and systems services for a specifical functional area.
• Technical Support SME for the identified service or application and serves as the technical resolver and knowledge provider. Coaches and mentors lower-level Solution Delivery Analysts on an as needed basis.
• Accountable and responsible for supplier performance to deliver on technical support needs and service level expectations. Manages support relationship for small to mid-size software supplier relationships.
• Responsible for engagement with Engineers and Product Teams to ensure operational support needs are met and responsible for all technical engagement with senior SMEs and suppliers.
• Leads root cause analysis on complex issues and recommends opportunities for continuous performance improvement of systems including through suppliers.
• Partners with Engineers, Product Teams, and business groups to deliver standard to complex configuration changes and routine Operational changes for the services/applications within established standards.
• Partners to determine integration needs, design improvements, and design patterns with Engineers, Developers, Suppliers, and Product teams.
• Responsible for identifying and driving proactive improvement through monitoring tools integration, continuous improvement activities and reporting on service availability.

Requirements

• Bachelor's Degree in Computer Science, CIS or related (or equivalent related work experience).
• 3 or more years of equivalent experience in relevant job or field of technology.
• Experience in an advanced role or technical capacity, leading teams directly or indirectly.
• Experience in guiding, training or onboarding team members in relevant technologies, capabilities or skills.
• Masters the use professional concepts and functional expertise.
• Takes on small to medium projects from start to finish and works independently on these efforts with minimal direction required.
• Works on problems of moderate to complex scope where analysis of situations or data requires a review of a variety of factors.
• Possess an innate desire to produce quality work.
• Has the desire and ability to trace issues to their source, even when those issues lie outside the boundaries of the code.
• Exercises judgment within defined procedures and practices to determine appropriate action.

Preferred Qualifications:

• Master's Degree in relevant field of study.
• Additional trainings or certifications in relevant field of study.
• Experience in Agile teams and or Product/Platform based operating model.
• Experience in retail or grocery preferred.

ME/NC/PA/SC Salary Range: $72,880 - $112,560

IL/MA/MD Salary Range: $83,840 - $129,480

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