Senior Analyst, People Services Generalist

Position Summary...

What you'll do...

Job Summary:

The Tools Support Specialist will be responsible for troubleshooting tool-related issues and ensuring the smooth operation of contact center applications. This role requires a deep understanding of data management, operational processes, continuous improvement, and service excellence to enhance efficiency and user experience.

Key Responsibilities:

1. Access Management & Troubleshooting

• Troubleshoot user access issues, application errors, and system outages to minimize disruptions.
• Work closely with IT and security teams to ensure compliance with access policies and best practices.

2. Operational Excellence & Process Improvement

• Monitor and analyze system performance, identifying recurring issues and root causes to enhance efficiency.
• Follow and document standard operating procedures (SOPs) for tool support, ensuring consistency in issue resolution.
• Keep knowledge articles updated, ensuring clear and effective troubleshooting documentation for end users.

3. Service & Stakeholder Management

• Provide high-quality support and service to internal teams, ensuring a seamless experience for contact center associates.
• Track and manage service requests through ticketing systems, ensuring timely resolution and minimal downtime.
• Collaborate with cross-functional teams to improve service processes and address recurring technical challenges.
• Participate in productivity and service level discussions, contributing innovative ideas to enhance overall efficiency.

Key Qualifications & Skills:

• Preferably 2-5 years of experience in a technical support, tools management, or IT helpdesk role, preferably in a contact center environment.
• Strong understanding of contact center tools and applications (e.g., Workday, Sailpoint, ServiceNow etc.,).
• Experience with user access management, troubleshooting, and root cause analysis.
• Knowledge of data management principles, including data privacy, security, and reporting.
• Ability to document SOPs, knowledge articles, and troubleshooting guides effectively.
• Excellent problem-solving, communication, and stakeholder management skills.

Leadership Expectations

Respect for the Individual: Demonstrates and encourages respect for others; drives a positive associate and customer/member experience for all; embraces differences in people, cultures, ideas, and experiences; supports workplaces where associates feel seen and connected through a culture of belonging, so all associates thrive and perform; contributes to an environment allowing everyone to bring their best selves to work.
Respect for the Individual: Demonstrates engagement and commitment to the team, developing others through feedback, coaching, mentoring, and developmental opportunities; and recognizes others’ contributions and accomplishments.
Respect for the Individual: Builds strong and trusting relationships with team members and business partners; works collaboratively to achieve objectives; communicates with impact and listens attentively to a range of audiences; and demonstrates energy and positivity for own work.

Acts with Integrity: Maintains and promotes the highest standards of integrity, ethics and compliance; models the Walmart values and leads by example to foster our culture; supports Walmart’s goal of becoming a regenerative company by making a positive impact for associates, customers, members, and the world around us.

Acts with Integrity: Follows the law, our code of conduct and company policies, and encourages others to do the same; supports an environment where associates feel comfortable sharing concerns; reinforces our culture of non-retaliation; listens to concerns raised by associates and takes action; acts with accountability for achieving results in a way that is consistent with our values.
Acts with Integrity: Is consistently humble, self-aware, honest, and transparent.

Service to the Customer/Member: Delivers results while putting the customer/member first and applying an omni-merchant mindset and acts with an Every Day Low Cost mindset to drive value and Every Day Low Prices for customers/members.
Service to the Customer/Member: Adopts a broad perspective that considers data, analytics, customer/member insights, and different parts of the business when making plans.

Strive for Excellence: Consistently raises the bar and seeks to improve; demonstrates curiosity and a growth mindset; seeks feedback, asks thoughtful questions; supports innovation and intelligent risk-taking; and exhibits resilience in the face of setbacks.
Strive for Excellence: Implements and supports continuous improvements and willingly embraces new digital tools and ways of working.

Additional Comments

At Walmart we are always “Happy to Help”

The Walmart Contact Center specializes in providing best-in-class service to associates and candidates via phone and chat. We are a metrics driven center dedicated to driving results where our associates thrive in this high-volume environment.

 
We Invest in You!  
At Walmart, we focus on the growth and development of our associates! We are a highly engaged team that prides itself on exceeding customer expectations, building relationships, career progression and providing individual and team recognition. 

We are looking for career-minded, associate-centric individuals who are experienced in providing best-in-class customer service. 

Benefits:
Benefits Beyond our great compensation package, you can receive incentive awards for your performance. Other great perks include a host of best-in-class benefits maternity and parental leave, PTO, health benefits, and much more.

Equal Opportunity Employer:
Walmart, Inc. is an Equal Opportunity Employer – By Choice. We believe we are best equipped to help our associates, customers and the communities we serve live better when we really know them. That means understanding, respecting and valuing diversity- unique styles, experiences, identities, ideas and opinions – while being inclusive of all people.

The above information has been designed to indicate the general nature and level of work performed in the role. It is not designed to contain or be interpreted as a comprehensive inventory of all responsibilities and qualifications required of employees assigned to this job. The full Job Description can be made available as part of the hiring process.

Minimum Qualifications...

Outlined below are the required minimum qualifications for this position. If none are listed, there are no minimum qualifications.

Option 1: Bachelor's degree in business, human resources, information technology, or related area. Option 2: 2 years' experience in business, human resources, information technology, or related area.

1 year’s supervisory experience.

Preferred Qualifications...

Outlined below are the optional preferred qualifications for this position. If none are listed, there are no preferred qualifications.

Bachelor's degree in Business, Human Resources, Information Technology, or related area and 2 years' experience in business, human resources, information technology, or related area., Using intermediate functionality of Microsoft Office

Primary Location...

Pardhanani Wilshire Ii, Cessna Business Park, Kadubeesanahalli Village, Varthur Hobli , India