Support Analyst - Membership

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 IT Membership and Marketing team is about to launch the new Global Membership system called MGLO. The Support Analyst will focus on hypercare and continued support of this new product to ensure maximum productivity and minimum downtime for internal customers by providing the highest level of support. The analyst evaluates problems and determines root cause analysis for the best resolution. To accomplish this goal, the analyst assists Programmer/Analysts on the team to evaluate and address CARTS Tickets escalated through the Service Desk or Self Service Options.

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

• Performs regular member data maintenance or data cleanup during and after rollout.
• Provides quality customer service and support to end users, IT Service Desk, and other support teams via phone, email, in person, documentation and/or training, and education.
• Ensures a high level of responsiveness by evaluating and appropriately responding to customer reported problems to determine the affected business service; identifies who needs to be involved for problem resolution.
• Tracks and informs customers of the status of their requests throughout the process and promptly resolves issues.
• Monitors alerts and events reported by systems and executes established recovery procedures.
• Creates and maintains business process and technical documentation as well as reviews, updates, and creates knowledge base articles for the Service Desk and internal team.
• Prepares ad hoc reports as requested by business areas.
• Assists in working with cross-functional members of business teams on tasks as required.
• Manages and maintains the team’s incident queue and ensures incidents are resolved within defined Service Level Agreements.
• Develops and maintains partnerships with IT Service Desk and other IT teams to ensure quality service and support.
• Meets or exceeds performance metrics related to productivity and quality.
• Adheres to security management practices, as well as promotes established security standards.
• Understands and adheres to the Costco Wholesale Mission Statement and Code of Ethics.

REQUIRED

• Minimum of 2 years’ of Membership or Marketing experience at the warehouse in the past five years.
• In-depth knowledge of Membership and Credit Card business processes.
• Strong communication skills and able to work effectively with all levels of the business and IT.
• Technical aptitude and a passion for learning about new emerging technologies.
• Detail oriented; strong problem solving skills with the ability to analyze a situation for potential future problems.
• Demonstrated strong organizational qualities in support of meeting tight deadlines.
• Ability to coordinate, prioritize, and communicate task status to required parties. 
• Team player; ability to work cooperatively with others, sharing ideas, collaborating, and putting team goals first.
• Dedicated to excellence and a strong sense of urgency.
• Self-motivated and able to work independently with little supervision.
• Excellent customer service skills and superior telephone etiquette.
• Strong conceptual, analytical, problem-solving, troubleshooting, and resolution skills.
• Able to support off hours work as required including weekends, holidays, and 24/7 on call responsibilities on a rotational basis.

Recommended

• College degree or education in IT­related field.
• Familiarity with Costco’s core business environment related to Membership, Marketing, Merchandising, Warehouse Operations, and company philosophies.
• Knowledgeable about incident management and resolution.
• Familiarity with designing, developing, and testing software applications.

Required Documents

●         Cover Letter

●         Resume

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

Apart from any religious or disability considerations, open availability is needed to meet the needs of the business.  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.