GPC - Genuine Parts Company Senior Operations Analyst in Atlanta,, Georgia

Senior Operations Analyst

Category: Information Technology

Job Id: 213267

Brand: NAPA Auto Parts

Location: Atlanta, GA

Major Market: GA – Atlanta

Date Posted: August 8, 2017

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Job Description

The Senior Operations Analyst takes a lead role in working with the business users, project managers and others within the APG organization. They ensure all aspects of tasks and projects are completed based on JD Edward’s functionality and approved operational procedures. This role is responsible for level three and four support for the APG Distribution Centers and must respond to escalated incidents in a friendly, courteous, and urgent manner.

Responsibilities

  • Provide exceptional customer service while resolving operational support issues for end users and the business

  • Log all support incidents in the company’s service desk system, track and monitor incidents, ensure timely resolution and follow up

  • Clearly identify, document and help find solutions for customer issues and production system problems

  • Escalate critical customer and/or business situations to the appropriate level of management

  • Contribute to the documentation and knowledge base article library

  • Perform in-depth troubleshooting on critical production issues and collaborate with development team as needed

  • Recommend potential service enhancements to management by collecting customer information and analyzing customer needs

  • Build and maintain customer relationships

  • Train support team on various skills needed

  • Provide level three/four support for the below systems (including but not limited to):

  • JD Edwards

  • RADS/Dematic

  • RFSmart

  • Storefront

  • NAPA Connect

  • Ricoh-KOFAX

  • DocMall

    Qualifications

  • 3+ years of experience with AS400/JD Edwards operations and end user experience

  • Strong knowledge of APG Distribution Centers processes and procedures

  • Knowledge of APG store and main counter operations are a plus

  • Reportable sales (RPS) knowledge is a plus

  • Inventory Write Off (IWO) knowledge is a plus

  • Excellent interpersonal, verbal/written communication skills and ability to adapt to varied audiences

  • Excellent organizational and planning skills

  • Strong problem solving, troubleshooting and analytical skills

  • Able to work in an energetic, fast-paced environment, with openness to the demands and rewards of a 24 x 7 workplace

  • Able to work independently and within a team

  • Able to work under pressure and manage multiple priorities

  • Willing to stay current on processes/procedures utilized by the APG DCs and the DC IT support team

  • Able to effectively navigate in Microsoft Outlook, Excel and Word

  • ServiceNow and Five9 experience a plus

  • Strong documentation and record keeping skills, as well as an ability to follow documented Standard Operating Procedures

  • Exhibit patience with customers and be thorough in explanations to gain understanding

  • Possess personal drive and self-motivation and take the initiative to accomplish departmental goals

    Closing Statement

In the 1920’s, America fell in love with the automobile. More and more vehicles began traveling the roads, creating a need for an auto parts distribution system that could keep pace with the demand to keep our automobiles running. In 1925, NAPA was founded to meet those needs. Since then, we’ve sped our way to become a powerhouse in the auto parts industry. Fueled by the popularity of the automobile, our name can now be seen on over 5,800 stores, 58 distribution centers, and 13,000 NAPA AutoCare facilities across the country, and we’re not stopping there.

Our 80 years of experience has made us an industry leader, but don’t let our age lead you to believe we can’t keep up with the changing times. We’re not your grandfather’s NAPA. As our vehicles become more advanced, we’ve adapted our business in ways that allow us to stay ahead of the curve. We’re constantly updating our inventory of over 500,000 parts, opening new stores, reaching out to customers in new ways, and most importantly, we’re hiring new talent to join our ranks.

It’s an exciting time to join our team and we need people like you to help us accelerate our business into the future. Our growth depends on the dedication and enthusiasm of our employees. At NAPA, we want to continue to expand our presence, but at the heart of our business we just love automobiles. That’s probably one of the reasons you’re visiting this page. You share our passion to help customers, both retail and wholesale, keep their vehicles running. At NAPA, you’ll be part a team that’s building on an 80-year legacy of NAPA KNOW HOW, backed by the best employees in the world.

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

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