End-User Administrator IV - IVR Tools

Introduction

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which also includes five leading omnichannel grocery brands – Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Ahold Delhaize USA associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

Ahold Delhaize USA, a division of global food retailer Ahold Delhaize, is part of the U.S. family of brands, which includes five leading omnichannel grocery brands - Food Lion, Giant Food, The GIANT Company, Hannaford and Stop & Shop. Our associates support the brands with a wide range of services, including Finance, Legal, Sustainability, Commercial, Digital and E-commerce, Technology and more.

The End-User Administrator IV has a demonstrated track record of providing expertise and leadership in the design, configuration, and management of all corporate, distribution center and retail digital media devices and associated supporting services. They are expected to work in a fast-paced and challenging environment leveraging forward-thinking technical engineering expertise in the media device and services area of the enterprise. The End‑User Administrator IV is responsible for projects from inception to completion including all project artifacts, executive status reports, and supervision of less experienced contributors.

This role works on problems of diverse scope where analysis of data requires evaluation of identifiable factors, deep understanding of the business strategy, operations, markets and key stakeholders.

Our flexible/hybrid work schedule includes 3 in‑person days at one of our core locations and 2 remote days. Our core office locations include Salisbury, NC;
Chicago, IL;
Mauldin, SC;
Scarborough, ME;
Carlisle, PA, and Quincy, MA.

Applicants must be currently authorized to work in the United States on a full‑time basis.

• Provide subject matter expertise in the analysis, design and preparation of technology solutions to meet business needs
• Recommends components for solutions that will work well together across business domains, partner with domain architect or act as the domain architect to ensure adherence to the architectural roadmap
• Accountable for projects/applications/infrastructure meeting business needs are delivered in a timely, cost-effective manner considering all budget aspects including total cost of ownership.
• Manage service request prioritization in coordination with the Support Center.
• Drive improvements in Contact Center management processes and resolve associated issues.
• Ensures project artifacts are developed as required, this includes working with support organizations and suppliers to ensure proper documentation is created and stored in the procedure's manual or document repository.
• Facilitates/completes the creation of communication plans, ensuring that appropriate information is exchanged among key stakeholders.
• Develops complete and robust test plans, cases, and scripts, ensures defects are properly resolved and user acceptance is obtained. Ensures the test scripts and defects are entered and tracked in our department tools.
• Acts as communication point keeping the supplier and business partners informed of infrastructure changes, application changes, data changes or upcoming implementations and ensures business specific impacts are addressed.
• Ensures integration and consideration of assigned business areas against critical business processing, freeze periods, schedule changes, weather events and significant refresh activities.
• Thorough understanding of the business strategy, operations, markets, and key stakeholders.
• Ensures integration and consideration of assigned business areas against critical business processing, freeze periods, schedule changes, weather events and significant refresh activities.
• Thorough understanding of the business strategy, operations, markets, and key stakeholders.
• Review business processes to understand the capability gaps and opportunities
• Recommends Innovations and business processes /systems…