Service Desk BSA

About the role

The BSA Service Desk Analyst provides front-line support for Fashion Nova's Warehouse Management Systems (WMS), Warehouse Control Systems (WCS), and fulfillment technology platforms. This role is responsible for troubleshooting incidents, resolving service requests, and partnering with Operations and Engineering teams to ensure critical warehouse systems remain reliable, efficient, and operational.

Responsibilities

• Support includes but is not limited to: documenting all relevant information into the system of record; troubleshooting the issue within the parameters of best practice; reviewing and resolving assigned tickets; communicating and escalating issues using sound judgment and self-initiative; and deliver the highest level of service to the users within the SLA time.
• Provide front line technical support by responding to incidents and requests reported by users mainly by service desk Jira tickets, email etc.
• Provide superior, high-touch service by engaging good interpersonal, communication and issue handling skills.
• Provide troubleshooting support for Warehouse management system and Warehouse control system and engage escalation support processes in a timely fashion using sound judgment and self-initiative.
• Support the team; be highly collaborative. Seek and share knowledge among colleagues throughout the End User Services team. Leverage other teammates for troubleshooting and procedural support.
• Strive to achieve resolution of all interactions on first report of the issue while proactively and conscientiously balancing competing demands in a fast-paced environment.
• Perform duties & responsibilities specific to department functions & activities including but not limited to: special projects, testing of bug fixes, reporting etc.
• Aid with special projects as assigned.

Requirements

• Must demonstrate mature interpersonal and communication skills and behaviors.
• Must have excellent organizational and multitasking skills, including the ability to meet deadlines and follow written procedures.
• Familiarity with service management frameworks is a plus.
• Requires the ability to attain a general knowledge of all Warehouse operations.
• Requires the ability to exercise a reasonable amount of independent judgment.
• Must support the team, share knowledge, ask questions and act continually on behalf of service improvement.
• Must possess Microsoft Office 2010 applications, SQL server is a plus.
• Experience working with a request ticketing system desired (Jira a plus).
• Full availability for any shift, five (5) days per week, including nights, weekends (flexible to work night shift a plus)
• Perform other duties when assigned.

Benefits

• Formalized career paths for continued professional growth
• Flexible Paid Time Off (PTO)
• Comprehensive health insurance across Medical, Dental and Vision
• 401k match, with immediate vesting upon eligibility
• Weekly catered lunches & fully-stock kitchen pantry!
• Opportunities to travel for trade shows and vendor meetings
• Summer Fridays Early Departure
• Team bonding events and programs
• Athletic employee discounts!