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Lead Analyst, MuleSoft
- Pilot Company (Roswell, GA)
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Company Description
Pilot Company is an industry-leading network of travel centers with more than _30_ ,000 team members and over 750 retail and fueling locations in 44 states and _six_ Canadian provinces. Our energy and logistics division serves as a top supplier of fuel, employing one of the largest tanker fleets and providing critical services to oil operations in our nation's busiest basins. Pilot Company supports a growing portfolio of brands with expertise in supply chain and retail operations, logistics and transportation, technology and digital innovation, construction, maintenance, human resources, finance, sales and marketing.
Founded in 1958 by Jim A. Haslam II and currently led by CEO Adam Wright, our founding values, people-first culture and commitment to giving back remains true to us today. Whether we are serving guests, a fellow team member, or a trucking company, we are dedicated to fueling people and keeping North America moving.
All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, protected veteran status or any other characteristic protected under applicable federal, state or local law.
Military encouraged to apply.
Job Description
The purpose of this job is to use in-depth knowledge and experience to lead the day-to-day functions of a Level 2 information technology (IT) _support_ team and to increase the effectiveness and efficiency of the incident and problem _management_ _process_ .
1. Develop and maintain an effective, comprehensive _service_ _process_ that includes supporting policies, controls, metrics, procedures, and training for teams to address crisis _management_ (e.g., _service_ disruptions, outages)
2. Direct the Level 2 team to create solutions and automation for ongoing improvements to increase the effectiveness and efficiency of the incident and problem _management_ _process_
3. Communicate and collaborate with IT partners to coordinate release and resolution efforts across the Level 1 and Level 2 teams
4. Establish, manage, and adhere to _service_ level agreements (SLAs) with internal _business_ partners and third parties
5. Lead oversight of third-party vendors’ work to ensure vendors fulfill contractual commitments and statements of work
6. Provide and maintain _support_ documentation for knowledgebase updates to be used by Level 1 and Level 2 teams
7. Coach and mentor _support_ team members towards productivity and effectiveness
8. Serve as a subject matter expert and maintain your own knowledge of current industry trends and developing technologies
9. Understanding of REST and SOAP APIs
10. Understanding and/or experience in Mobile Applications.
11. Understanding of MuleSoft Product
12. Experience using Anypoint _Platform_ - API _Manager_ , Runtime _Manager_ , Exchange etc
Qualifications
+ Bachelor’s degree or associate degree required; field of study in _business_ or technology preferred
+ 5 plus years’ experience in related field required
+ Windows
+ _Microsoft_ Office
+ _Microsoft_ .Net (Development Standards and Practices)
+ SaaS Platforms
+ SQL
+ ITSM
+ _ITIL_
+ SLA _Management_
+ Vendor _Management_
+ MuleSoft
+ Excellent problem solving skills in order to diagnose, evaluate and resolve complex problem situations
+ Excellent analytical skills to quickly identify complex cause and effect situations
+ Ability to make decisions independently to determine the appropriate course of action for issues with applications, processes, data, and reports
+ Ability to work in a fast-paced environment and manage multiple responsiblities simultaneously
+ Provide excellent customer _service_
+ Ability to work independently as well as a team environment
+ Ability to collaborate and build consensus within a team, fostering a positive atmosphere
+ Well organized with attention to detail
Additional Information
+ Travel required less than 5%
+ General office work requiring sitting or standing for long periods of time
36195
Pilot is an Equal Opportunity Employer. Pilot does not discriminate on the basis of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.
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