About this role
Job Description:
Under the direction of the operations manager, Comms Specialist is an IT-focused role that executes daily responsibilities related to incident management, major incident communication, engaging on-call associates, alert monitoring, and batch support. This role is designed to alert support teams, stakeholders, and business leaders across the global organization to situations that may inhibit A&F’s ability to deliver services to our stores, customers and associates in a 24/7 model. An emphasis is placed on customer service skills and clear communication in time-sensitive scenarios. This role demands a high attention to detail, a strong sense of composure, and the ability to triage multiple work streams.
This position is for our Third Shift and will require overnight and weekend work.
What Will You Be Doing?
• Function as a Jr. Incident Manager in support of high impact incidents by facilitating communication and delivering status updates
• Maintain SEV communications
• Update and manage SEV incidents
• Apply updates when needed to StatusPage
• Monitor ESP batch jobs and coordinate corrective action with respective job owners
• Manage the P1 Page-Out Tool, Splunk On-Call
• Fulfilling requests for new members and updating teams
• Calling out when P1s are unacknowledged
• Monitor and support of core applications
• Support and Triage incidents for D&T partners, as needed
• Alert suppression as dictated by change management
• Manage ServiceNow ticket queue
• Create ServiceNow incidents from email communications to inbox(es)
• Manage Comms Team email and call queue
What Do You Need To Bring?
• Bachelor’s Degree or related experience
• Experience with O365 preferred
• Knowledge of Oracle Batch processes a plus
• Technical Services experience in Retail environment a plus
• Ability to communicate effectively with highly technical associates and executives
• Ability to recognize and react to time-sensitive situations
• Ability to lead and direct the work of others
• Positive attitude with a team player mentality
• Consistent and reliable presence, with an awareness of the impact the team plays in critical business operations
Benefits & Perks As an Abercrombie & Fitch Co. (A&F Co.) associate, you’ll be eligible to participate in a variety of benefit programs designed to fit you and your lifestyle. A&F is committed to providing simple, competitive, and comprehensive benefits that align with our Company’s culture and values, but most importantly – with you! We also provide competitive incentives to reward the commitment our associates have for moving our global business forward:
• Incentive bonus program
• 401(K) savings plan with company match
• Annual companywide review process
• Flexible spending accounts
• Medical, dental, and vision insurance
• Life and disability insurance
• Associate assistance program
• Paid parental and adoption leave
• Access to fertility and adoption benefits through Carrot
• Access to mental health and wellness app, Headspace
• Paid Caregiver Leave
• Mobile Stipend
• Paid time off & one paid volunteer day per year, allowing you to give back to your community
• Work from anywhere (Mondays and Fridays are “work from anywhere” days for most roles & six work from anywhere weeks per year)
• Seven associate wellness half days per year
• Onsite fitness center
• Merchandise discount on all of our brands
• Opportunities for career advancement, we believe in promoting from within
• Access to multiple Associate Resource Groups
• Global team of people who will celebrate you for being YOU!
Company Description Abercrombie & Fitch Co. (A&F Co.) is a global, digitally led omnichannel specialty retailer of apparel and accessories catering to kids through millennials with assortments curated for their specific lifestyle needs. The company operates a family of brands, including Abercrombie brands and Hollister brands, each sharing a commitment to offer products of enduring quality and exceptional comfort that support global customers on their journey to being and becoming who they are. Abercrombie & Fitch Co. operates stores under these brands across North America, Europe, Asia and the Middle East, as well as the e-commerce sites abercrombie.com, abercrombiekids.com and hollisterco.com.
Learn more about A&F Co. by visiting our corporate website here.
ABERCROMBIE & FITCH CO. IS AN EQUAL OPPORTUNITY EMPLOYER.