New

Software Support Coordinator

Gordon Food Service
United States, Michigan, Wyoming
1300 Gezon Parkway Southwest (Show on map)
Jan 30, 2025
Welcome to Gordon Food Service! We are excited that you are thinking about opportunities with us, and we have an amazing story to share. See below for a quick glance of who we are and the impact you could have on the food service industry. There's a seat at our table for you... This position requires being onsite in Wyoming, MI 4 days/week. Coordinates and provides Second level customer support for IT Teams. Ensures incidents are accurately captured/communicated/resolved, knowledge documents are created, and serves as liaison to the Help Desk, Customer Technology Support, and other IT Teams. Is responsible for coordinating primary/secondary support rotation, analysis of team incidents, problems, support process and tool training for their teams, and third party vendor support relationships. Assists with QA/QC testing where needed and completes tactical requests as assigned. *Essential Functions:* Coordinates Business Day On-Call, ensuring coverage for business hours. Maintains the primary/secondary On-Call calendars for the IT Team Ensures incidents, problems and requests are resolved on a timely basis and information captured is complete and accurate Monitors tickets to identify potential incident and/or problem trends and opportunities for system/process improvements Leads the support process to review incidents and ensure preventive actions are identified, logged in JIRA and completion tracked Identifies and ensures creation of Knowledge Documents to support HelpDesk and Customer Technology Support Key areas of focus may also include software change management, coordination or performing upgrades, training, and documentation Participates in Situation Meetings to provide IT Team updates and provide coordination of customer communications and resolution activities Maintains Team Score Card, Team Profile documents Attends support coordinator and problem post review meetings and participates in root cause analysis (RCA) as applicable Performs other duties as assigned *Knowledge / Skills / Abilities:* Must have good written and verbal communication skills as well as good organizational and problem-solving capabilities Must have the ability to multitask, prioritize and be able to work independently or within a team environment Proficient in one or more program languages, operating systems and databases Bachelor's Degree in Computer Science, Information Technology, or a related field preferred One to Three years previous software engineering experience strongly preferred BE PART OF AN AMAZING CULTURE WHERE WHAT MATTERS TO YOU, MATTERS TO US! Gordon Food Service values our customers and understands that their success is largely dependent upon their workforce. To demonstrate our commitment to our partnership, we will require any candidate who works for a Gordon Food Service customer to provide a letter of support from their management if they are selected for the interview process. Gordon Food Service is an equal opportunity employer. All qualified applicants and employees will receive consideration for employment, or in terms or conditions of employment, without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, status as a protected veteran, or status as a qualified individual with disability. The EEO is the Law poster is available here: http://www.dol.gov/ofccp/regs/compliance/posters/pdf/eeopost.pdf. If you require reasonable accommodation for any part of the application or hiring process due to a disability, please submit your request to talent@gfs.com and use the words "Accommodation Request" in your subject line. Please keep in mind this method is reserved for individuals who require accommodation due to a disability. All Gordon Food Service locations are tobacco-free. Gordon Food Service is a drug-free workplace and drug tests all employees.